Troubleshooting

Common problems and how to fix them · Updated 9 October 2026

Find the problem below. Each answer says who can fix it: you, the Shakha admin, or support. For how things are meant to work, see How to use.

Logging in
WhatsApp balance and messages
Shakha registration and setup
Members and houses
UPI payments
Online payments
Razorpay setup
Receipts and dues
Recharges
The app itself
Asking for help

The login code does not arrive

The code comes on WhatsApp, not SMS. Check that WhatsApp is installed and working for that number, and look in the chat from SNDP Online (it may be in Archived).
Check the number you typed. Overseas numbers need the country code (+971…, +1…).
Wait for the countdown, then tap Resend code. Codes usually arrive within 30 seconds.
If the app says "Your Shakha's WhatsApp messages are used up", no code can be sent until the Shakha recharges. Tell your Shakha admin (see below).
If the app says you have tried too many times, wait about 15 minutes before trying again.
Still nothing: the number may not be registered with your Shakha, or your Shakha may have saved a different number. Ask your Shakha office.

"Wrong code" or "No attempts left"

Use the latest code. Asking for a new code makes older ones stop working.
Codes expire after a few minutes. Tap Resend code to get a fresh one.
After too many wrong tries the code is blocked; request a new one.

I logged in but see "No access" or the wrong Shakha

If you have more than one role, use ⋯ → Switch role.
Members: your registration may still be waiting for approval. The home screen shows its status.
Staff: the Shakha admin may have removed your login. Ask them to add you again in Settings → Logins and staff.

My account is locked

A Shakha admin can lock a member, and support can lock a Shakha. Contact your Shakha office; the reason is recorded with them.

I changed my mobile number

Logins are tied to the mobile number. Ask your Shakha admin to update your number in your member record (members), or to add your new number as staff and remove the old one (staff).

2. WhatsApp balance and messages

Red bar: "WhatsApp balance … Recharge now"

The Shakha's balance is 0 or below. Messages still go out down to −5. Shakha admin: tap the bar and recharge now.

"WhatsApp stopped: members and collectors can't log in"

The balance went below −5. No messages are sent and members and collectors cannot get login codes. Shakha admin: log in (admins can still log in down to −10) and recharge. Messages restart as soon as the recharge is credited. Recharge enough to cover the negative balance plus what you need.

The admin cannot log in either

The balance has passed −10. Contact support to restore access and add credits.

A member says they did not get a receipt or notice on WhatsApp

Check Settings → WhatsApp messages → Message history. A message marked sent has reached WhatsApp; it may not arrive if the phone is off, WhatsApp is not installed, or the number is wrong.
Check the mobile number saved for the member or head of family.
Receipts can always be opened in the app and shared with Share.
A message that failed on our side shows Returned in the history and its credit is given back.

A bulk send skipped some people

Only members with a mobile number are included. The same number is messaged only once even if several family members share it.
A bulk send needs enough balance for all of it; the −5 allowance is not used for bulk sends.
Open the send under Bulk sends to see which numbers were not sent.

3. Shakha registration and setup

My Union is not in the list

Contact support with the Union's name and number. It is added within a working day.

The app says the Shakha is already registered

Someone has already registered that Shakha number under the same Union, possibly another office bearer. Check with your office bearers; if it is wrong, contact support.

The application is still pending

Applications are checked within about two working days. You get a WhatsApp message when it is decided. If it has been longer, contact support.

The application was rejected

Open it from ⋯ → Your applications, read the reason, tap Correct and apply again, fix the details and submit.

The setup wizard keeps opening

It opens for the Shakha admin until Finish setup is tapped on its last step. Tap Finish later to put it off for this visit, or go to the last step and finish; anything missing can still be done in Settings.

I need to change the Shakha's number, name, place or contact mobile

These are fixed so receipts stay consistent. Contact support with the correct details.

Saving UPI or bank details gives an error

UPI ID: like shakha1900@sbi, with no spaces.
Account number: 9 to 18 digits, numbers only. After saving it is shown masked; leave the box empty to keep it.
IFSC: 11 characters, the fifth is zero, for example SBIN0001234.
Receipt prefix: 2 to 10 capital letters or digits.

4. Members and houses

A member cannot find our Shakha when registering

They must choose the same Union as the Shakha, and the Shakha must be approved. Check that the Union is right in Settings → Shakha details.

The same person is listed twice

Mark the extra record inactive with a note. Records are never deleted, so receipts stay linked.

A member moved to another house or Shakha

Within the Shakha, edit the member and choose the new house. If they moved to another Shakha, mark them inactive here; the new Shakha adds them or approves their registration.

5. UPI payments

Member: "I paid but there is no receipt"

After paying, you must type the 12-digit UTR in the app and tap I have paid. If you did not, open the payment from your history and add it.
The Shakha then checks its bank and issues the receipt. This can take a day or two.
If it shows Not received, read the reason. Usually the UTR was mistyped or the money went to another account. Contact your Shakha with your UPI app's screenshot.

Where to find the UTR

In Google Pay: open the payment, look for UPI transaction ID. In PhonePe: UTR on the transaction details. In Paytm: UPI Ref No. In BHIM and bank apps: Reference number or RRN. It is always 12 digits.

"Open UPI app" does nothing

This happens on computers and some phones without a UPI app. Scan the QR code with any UPI app on your phone, or type the Shakha's UPI ID shown under the amount.

Shakha: the UTR is not in our bank statement

Bank statements can take a few hours; check again later before rejecting.
Search by amount and date as well; some banks show only part of the UTR.
If it is truly not there, tap Not received with a clear reason.

Shakha: we approved a UPI payment by mistake

Open the receipt and tap Cancel receipt with the reason. The months become unpaid again.

6. Online payments

Member: I don't see "Pay online"

Your Shakha has not turned on online payments. Pay by UPI or at the Shakha office.

Member: money was taken but there is no receipt

Wait 15 minutes and open the app again. If you closed the payment page early, the receipt is issued when Razorpay confirms the payment.
If there is still no receipt, contact your Shakha with the Razorpay payment id (it starts with pay_ and is in the email or SMS from Razorpay). The Shakha can see the payment in its Razorpay dashboard.
If the payment failed after the money left your bank, the bank returns it automatically, usually within 5 to 7 working days.

Member: "The online payment was cancelled"

You closed or cancelled the Razorpay page. Nothing was charged. Start again from Pay masavari or Give sambhavana.

Member: "Finish or cancel your earlier payments first"

Too many unfinished payments are open. Open them from your payment history and complete or cancel them. Unfinished online payments also close by themselves after two hours.

Member: why is there an extra fee?

Card and net banking payments are charged by Razorpay. Your Shakha passes that charge on as a convenience fee, shown before you pay. Paying by UPI directly to the Shakha has no fee.

7. Razorpay setup (Shakha admin)

"Razorpay did not accept this Key ID and Key Secret"

Copy both again from Account & Settings → API keys, with no spaces at the start or end.
A rzp_live_ key works only after Razorpay has activated the account (KYC done). Until then use rzp_test_ keys for trying it out.
If you regenerated the key in Razorpay, the old secret stops working; enter the new one.

"Enter the webhook secret you set in Razorpay"

Online payments cannot be turned on without the webhook. Add it in Razorpay as described in the guide and type the same secret in SNDP Online.

Receipts only appear when members come back to the app

The webhook is not reaching the app. In Razorpay, open Webhooks and check:

the URL is exactly the one shown in Settings → Online payments (it ends with your Shakha's own code);
the event payment_link.paid is ticked and the webhook is active;
the secret matches. If unsure, edit the webhook, set a new secret, and type the same new secret in SNDP Online.

Razorpay's webhook page shows failed deliveries; they are retried automatically once fixed.

"Razorpay could not be reached"

A temporary problem between the app and Razorpay. Try again in a few minutes. Members can pay by UPI meanwhile.

Where is the money?

In the Shakha's Razorpay account, settled to the Shakha's bank account on Razorpay's settlement schedule (usually 2 working days). SNDP Online does not hold any money.

A member was charged twice

Each payment page can be paid once. If two receipts were issued, refund one from the Razorpay dashboard and cancel its receipt in the app with the reason.

8. Receipts and dues

A receipt has the wrong amount, house or months

Receipts cannot be edited or deleted. Cancel it with a reason and record the payment again correctly. The cancelled number stays in the series, marked CANCELLED.

A house shows the wrong arrears

Check the house's Masavari from month. An earlier month adds arrears; a later one removes unpaid months that should not be there.
Check the masavari amount and its start month in Money.
For a month the family should not pay, use Waive with a reason.

I changed the masavari amount but past months did not change

That is by design: months already passed keep the amount that applied then. Changes start from the month you choose.

The receipt number jumped

A receipt that was cancelled keeps its number, and numbers restart each financial year (April). Nothing is missing; cancelled receipts appear in the list marked CANCELLED.

9. Recharges

I paid but the messages were not added

Wait a minute and refresh Settings → WhatsApp messages. Credits are added when the store confirms the payment.
If the payment failed or is still processing at the bank, nothing is added; the bank refunds a failed payment automatically.
If the money was taken and nothing was added after 30 minutes, contact support with the order number shown under Recharges. A paid recharge is always either credited or refunded in full.

I did not get the invoice

The invoice is emailed to the address used on the store. Check spam, then contact support with the order number.

"Too many unfinished recharges today"

Several recharges were started but not paid. Complete one, or try again tomorrow.

10. The app itself

The app looks old or a new feature is missing

The app updates itself. Close it fully and open it again. If it still looks old, pull down to refresh in the browser. On Android you can also clear Chrome's cache: Settings → Apps → Chrome → Storage → Clear cache. Choose Clear cache, not Clear data, so other websites keep you logged in.

"You are offline"

The app needs the internet to save anything. Check mobile data or Wi-Fi and try again. Nothing is lost; unsaved forms just need to be submitted again.

The page is blank or keeps loading

Use an up-to-date Chrome, Safari, Edge or Firefox. Very old phones may not work.
Turn off data-saver or ad-blocking extensions for app.sndponline.org.
Close the app and open it again from app.sndponline.org.

I was logged out

Logins end after a period without use, or when you log out on that device. Log in again with a new code.

Malayalam text shows as boxes

The phone is missing a Malayalam font. Update the phone's software, or switch to English from the ⋯ menu.

Printing a receipt cuts it off

In the print window choose A4 or A5 and "Fit to page". Or use Share to send the receipt on WhatsApp instead.

11. Asking for help

Members: contact your Shakha office first. They can see your records and payments.
Office bearers: contact SNDP Online support using the details in the Contact section, Mon–Sat, 10 AM – 6 PM.

Please send: your Shakha number, the mobile number you log in with, what you were doing, the exact message shown, and a screenshot. Never send a login code, card number, Razorpay Key Secret or bank password — nobody from SNDP Online will ever ask for them.