Frequently Asked Questions (FAQs)

Find answers to frequently asked questions about Razorpay Dashboard.

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Edit Login Information

How do I change the login/registered email ID of my account?

You can change your login/registered email ID from Account & Settings on the Dashboard. Know more about Updating Login Email.

How do I change the password of my account?

To change your password, enter your email ID on the Forgot Password page and complete the password reset process.

How do I change the phone number registered with my account?

Follow these steps to change the phone number:

1. Log in to the Dashboard.
2. Navigate to Account & Settings.
3. Click the edit icon next to the Phone number field.
4. Enter the OTP sent to your registered email address and click Confirm.
5. Enter the new phone number and click Update.

How can I change the email ID where I receive the transaction-related mail?

You can add the email ID from the Dashboard by following these steps:

1. Log in to the Dashboard.
2. Navigate to Account & Settings.
3. Click Email under the Notification settings section.
4. Add the email ID in the Email Notifications.
5. Click Save Changes.

Edit Business Information

How do I change the account details displayed on the Dashboard?

You change your account details such as display name, your name, email and phone number from the Account Details section on Account & Settings on the Dashboard.

How do I change my business Website URL?

To change your business website URL, navigate to Account & Settings → Business website details and click the edit icon in the Business Website/App details field. Know more about how to edit your business website/app URL.

Can I change my business type on the Razorpay?

Yes, changing your business type on Razorpay is allowed under certain conditions. The key requirement is that the PAN associated with the Merchant id (MID), will remain the same before and after the change. For example, moving from Individual to Sole Proprietorship is permitted since the PAN does not change in such cases. Similarly, changes like Private Limited to Public Limited may also be supported.

Currently, this is a manual, offline process. To request a business type change, you must contact support team with the relevant details and documents.

What documents are required to change my business type on Razorpay?

To change your business type, you must submit documents that support your new business entity and validate the reason for the change. While the exact documents may vary based on the type of change requested, you should typically be prepared to provide:

• Proof of your new business entity. See list of KYC documents.
• PAN card: To confirm that the PAN remains the same across the entity change.
• Reason for the change. For example, updating GST details or aligning your account with current business filings and compliance requirements. Since each request is handled manually, additional documents may be requested during the review process. Contact support team to initiate your request. For more information, see Change Business Information.

How can I update my bank account information?

You can request a change in bank account details from the Dashboard. Watch the video explaining how to change bank account details.

1. Log in to the Dashboard.
2. Navigate to Account & Settings.
3. Click Bank account details details under the Bank accounts and settlements section.
4. Click Change bank account.
5. Enter the OTP sent to your registered mobile device on the 2-Step Verification pop-up page.
6. On the Change Bank Account Details pop-up page, add bank details such as branch IFSC, bank account number, and beneficiary name and upload your business’ bank statement or a cancelled cheque.
7. Click Save.

For security reasons, only the Owner or Admin of the account will be able to access this option from the Dashboard. After the request is placed, the beneficiary details will be validated and updated within one business day.

How can I update my business name on the payment confirmation mail sent to customers by Razorpay?

You can change the billing label on the automated emails sent by Razorpay to your customers.

Handy Tips

The billing label must match your registered business name or the domain name.

• If you are a registered business or individual business, you can use the brand name and logo feature on the Dashboard to update the business name.

How can I change my GSTIN?

You can use the Add or Update GST details feature on the Dashboard to update the GST details.

How do I change the KYC details provided during account activation?

To change your KYC details, please raise a request with our support team.

How long does it take to get a new or updated website/domain approved?

The approval process takes about 24-48 hours.

When you submit a new or updated website domain for approval, the process involves two main stages:

1. Bank Verification System (BVS) Checks: These initial automated checks typically take 3–5 minutes.
2. Agent Resolution/Final Approval: Once the BVS checks are complete and the workflow is created, it takes an agent approximately 24–48 hours for final review and resolution.

The approval status will be updated on your Razorpay Dashboard.

My website verification request has been pending for a long time. What should I do?

If your website verification request has been pending for an extended period, contact Razorpay support with the following details:

• Your Razorpay account id/Merchant id.
• Website URL submitted for verification.
• Date of submission.

The support team will review your request and expedite the verification process. Once approved, you will receive confirmation and can proceed with generating API keys for integration.

Integration Related

What is Razorpay Dashboard?

Razorpay Dashboard is a user interface for you to configure and operate your Razorpay account. The Dashboard home page provides all information about the activity on your account.

It includes a wide range of analytics and real-time charts that provide insight into the business performance and any action you may need to take, such as unanswered disputes or auto-refunds.

Is a GST certificate mandatory for using Razorpay Payment Gateway?

No, a GST certificate is not mandatory for businesses with an annual turnover below ₹20 lakhs.

I have added my Razorpay account to my website domain. Can I also add it to a sub-domain?

To add your Razorpay account to your sub-domain, raise a request with our Support Team.

How do I integrate Razorpay?

You can integrate Razorpay with your website or app using SDKs and plugins. Refer to our list of integrations. You can also accept payments without integrations using our range of products.

What is a webhook? How do I use it?

Webhooks enable a web application to send information to another application in real-time when a specific event happens after integration. Use Razorpay Webhooks to configure and receive notifications when a specific event occurs. Know more about Webhooks.

How to provide a clarification requested by Razorpay?

During the verification process, we may contact you for clarifications on email, WhatsApp, SMS, and the Dashboard. Navigate to Account & Settings and submit the necessary information in the appropriate section. Our team will review the information you provide and help resolve the issue.

How do I close my Razorpay account?

Log in to the Dashboard and raise a support request to close your Razorpay account.

I already have one website integrated. How do I add a second (additional) website for payments?

Before integrating, you must register your additional website or app details on the Dashboard. You can add one main website and up to five additional websites.

Follow these steps to register your second website:

1. Log in to the Dashboard.
2. Navigate to Account & Settings → Business website detail.
3. Click Add additional website/app details.

Know more about the complete process, required documentation (for example, policy links, reason for adding) and review time by referring to the Additional Website/Mobile App documentation.

Reports

How can I generate reports?

All of your transaction data can be exported as reports in CSV format and can be mailed to yourself. You can also download a monthly or a daily report from the Reports Section of the Dashboard.

Can I generate an annual report?

No. You cannot generate an annual report at the moment. You can only generate reports for the last 90 days.

Checkout Settings

I am unable to save my new brand name. Why?

Ensure your new brand name is at least 80% similar to the company name or domain name.

I am unable to upload the wordmark. Why?

Ensure you are adding only a wordmark and not a logo. A wordmark consists solely of text with a transparent background, whereas a logo may include both text and symbols.

Can I add a custom sidebar graphic?

No, you cannot add a custom sidebar graphic.

Can I customise the text colour on the message banner?

No, text colour customisation for the message banner is not currently supported.

How does Bank Identification Number (BIN) based customisation help?

BIN based customisation allows you to control payment method eligibility by specifying one or more BINs (first 6-8 digits of a card number). The system validates and saves these BINs, ensuring that only selected cards are allowed for transactions. This helps you restrict or enable specific card types based on your business needs. Know how to customise the card payment option based on BIN.

How does displaying UPI QR Code at checkout help?

On Desktop-web, displaying the UPI QR Code simplifies checkout experience by eliminating manual UPI ID entry. After customers scan the QR code with their mobile UPI app, the system automatically extracts their linked UPI ID using their registered phone number. Know how to show/hide UPI QR Code on checkout.

How does displaying the UPI ID/Number field at checkout help?

Displaying the UPI ID field improves the checkout experience on both Mobile-web and Desktop-web. Customers can manually enter their UPI ID, offering greater flexibility—especially if they cannot scan a QR code. The system instantly validates the UPI ID, reducing errors and improving transaction success rates. Know how to show/hide UPI ID/Number field on checkout.

Miscellaneous

How can I apply for my TDS reimbursement?

To apply for your TDS reimbursement, raise a request with our Support Team, sharing your merchant ID and TDS certificate.

My account is activated. How do I switch to live mode?

You can switch between the Test and Live modes using the drop-down option at the top of the Dashboard.

I cannot generate Live mode API keys even though my account is activated. How do I generate the API keys?

You can generate the Live mode API keys by providing your live website details. Follow these steps:

1. Log in to the Dashboard.
2. Navigate to Account & Settings.
3. Click Business website details under the Website and app settings section.
4. Click the edit icon.
5. Enter your website URL and click Add Details.
6. Our team will review your website/app URL details. Post review, your website details are updated, and you should be able to generate API keys in the Live Mode.

What is a Chargeback?

Chargeback is a refund claim initiated by the customers with their issuer banks. In such cases, the bank starts an official inquiry. Know more about Chargebacks.

How do I report a fraud/cybercrime?

Please raise a Support Ticket and our team will get back to you at the earliest.

Where can I find my Account ID/Merchant ID on the Dashboard?

You can find your Account ID/Merchant ID at the top-right corner of your Dashboard in alpha-numeric characters.

Why is my payment not visible on the dashboard?

Refresh your dashboard and follow the steps to view payment details :

1. Ensure you are on the right mode (test/live) and check the Payments section again.
2. Use the right filtering options to view payments.
3. You can also search using the payment ID.

Why are my payments failing?

Payment failure reasons are displayed on the dashboard against each transaction. To check the reason for each failed payment, navigate to Transactions → Payments → Details.

When will the payments be deposited in my bank account?

The settlement date and time is stated on dashboard. To check, you can go to Dashboard → Transactions → Settlements.

How can email and SMS notifications be enabled?

You can configure your email and SMS notifications from your Dashboard. To know more, check notification settings.