Troubleshoot Cashfree Verification and Online Payments

Troubleshoot Cashfree verification and online payments

Start with the status shown in Plinth rather than resubmitting blindly. Bank failures need corrected account details; KYC failures need a corrected PAN or GST document; pending review usually needs time. Residents whose checkout closed should check the bill status and bank reference before trying again, because only a signed Cashfree confirmation settles a bill.

The bank account says verification failed

1. Confirm the account belongs to the society, not an office-bearer.
2. Compare the account number and IFSC with a current bank document.
3. Ensure the account-holder name matches the bank record.
4. Submit the corrected details from Finance & reports.

Use the exact provider remark when it is shown. Bank validation failed and Beneficiary creation failed are not waiting states; they require a correction or provider support.

Cashfree says action is required

The status card lists the affected document when Cashfree supplies it.

1. Prepare a clear PAN or GST PDF, JPG, or PNG under 2 MB.
2. Upload it from the status card.
3. Confirm the card changes to review or pending.
4. Check status after Cashfree completes its review.

Do not email documents to residents or place them in a public society folder. Plinth forwards the selected file to Cashfree without retaining it.

The account is on hold

An on-hold state means Cashfree considers the available documents missing or insufficient. Upload the requested PAN or GST document if the status card identifies one. If it does not, contact Cashfree support with the vendor ID through an authorised committee contact. Live collection stays disabled.

A resident closed checkout or sees “still confirming”

1. Check whether the UPI or bank app shows success, failure, or pending.
2. Save the bank reference and payment time.
3. Refresh the Plinth bill after a few minutes.
4. Do not retry immediately after a debit.
5. If the bank says success but the bill remains open, send the treasurer the reference and amount.

Closing the browser modal is never treated as payment success. Plinth waits for Cashfree's signed server callback.

The provider status looks unfamiliar

Plinth deliberately maps an unknown Cashfree status to Provider status needs review and keeps the gateway off. This is safer than assuming a new status means verification is still progressing. Record the provider value shown in the card and escalate it before accepting live payments.

Frequently asked questions

Why did online payments switch off after previously working? Cashfree may have changed the vendor to blocked, deleted, on hold, or action required. The signed status update intentionally disables new live orders until the account is active again.

Can we upload files larger than 2 MB? No. Cashfree's vendor-document API caps files at 2 MB. Export a smaller PDF or image without making the document unreadable.

Why can I not see the bank setup card? Only active society admins can read or change payment-account onboarding status.

Does pressing Check status enable the gateway by itself? No. It reads Cashfree's current state. Only an active provider state enables live collection.

Related: Connect the society bank account · Resident online payment guide