Quick Answers
| Problem | Common cause | Fix |
|---|---|---|
| Bank connect top-up fails | Bank server or session issue | Retry after 10 minutes; try card instead of bank connect |
| Card declined | Card limits or 3DS not completed | Check card limit, complete 3DS, try another card |
| Merchant payment error | Merchant integration issue | Wait, retry once; if repeated, pay via another wallet |
Step 1: Identify the failure type
- Note the exact error message and the time it failed.
- Check whether the amount was deducted from your bank/card.
- Different errors need different fixes — match yours below.
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Step 2: Fix bank connect top-up failures
- Top-ups via bank connect depend on the bank’s gateway — retry after 10 minutes.
- Keep the Khalti app updated; old versions break bank links.
- Try topping up with a card instead of bank connect.
Step 3: Fix card declined errors
- Check your daily card limit with your bank.
- Ensure you complete the 3DS verification pop-up.
- Try a different card, or confirm international usage is enabled if required.
Step 4: Check wallet limits and KYC
- Open Settings > KYC in Khalti and check your verification level.
- Unverified wallets have low transaction limits — upgrade KYC.
- If you are at the limit, split the payment across days.
Step 5: Fix merchant payment failures
- Many failures are on the merchant side, not your wallet.
- Wait 5 minutes and try once more.
- If it still fails, pay with eSewa or bank transfer instead, then dispute the charge with the merchant.
Step 6: When to contact Khalti support
- Use the in-app ‘Help & Support’ with the transaction ID (starts with ‘txn-’).
- If money was deducted but not credited, report within 48 hours.
- Call or email via khalti.com/help with the error screenshot.
Troubleshooting
| Problem | Cause | Fix |
|---|---|---|
| Khalti app shows ‘something went wrong’ | App or session issue | Force close, restart app, or reinstall (KYC data stays on server) |
| OTP from bank not arriving | Bank SMS issues | Use the bank’s own app OTP if configured; check SMS inbox spam |
| Refund not appearing | Merchant refund processing time | Merchants refund in 3-7 working days; check after that |
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FAQ
Q: How long does a Khalti refund take?
A: Typically 3–7 working days after the merchant initiates it.
Q: Why is my Khalti transaction limit low?
A: Limits depend on your KYC level — upgrade in the app to raise them.
Q: Does Khalti charge for top-ups?
A: Wallet top-ups via bank/card generally do not carry extra charges; merchant fees are shown at checkout.