SBI’s UPI Platform: High Failure Rates Raise Red Flags for Investors

SBI’s UPI Transaction Failures: A Persistent Issue

The biggest public sector bank in India, State Bank of India (SBI), has been having trouble with high technical decline (TD) rates in its transactions using the Unified Payments Interface (UPI). According to data from the National Payments Corporation of India (NPCI), SBI’s TD rate rose sharply from 0.34 percent in February and 0.84 percent in January to 0.9 percent in March 2025.
Technical decline refers to UPI transactions that fail due to issues such as unresponsive servers or connectivity failures. While NPCI typically ensures 100 percent uptime for its system, the consistent failure rates from SBI’s infrastructure have raised concerns. This issue is particularly problematic because SBI plays a crucial role in the UPI ecosystem, accounting for the highest volume of transactions.

What is Technical Decline in UPI Transactions?

In the UPI ecosystem, a technical decline (TD) occurs when a transaction fails due to system-related issues, preventing the completion of a payment. For UPI to be effective, these issues must be minimal, as the platform relies heavily on its ability to process transactions seamlessly.
SBI’s rising TD rate suggests that the bank’s infrastructure may be facing technical challenges. This is in contrast to other major banks, such as HDFC, ICICI, Axis, and Kotak Mahindra, which all reported much lower TD rates, ranging between 0.02 percent and 0.13 percent in March. These low TD rates from private banks highlight a growing disparity in the reliability of UPI services across different banking institutions.

SBI’s Dominance in the UPI Ecosystem

SBI is an integral player in India’s UPI ecosystem, with its massive share of the transaction volume. The second-largest player in the market, HDFC Bank, handled 1.5 billion UPI transactions in March 2025; SBI processed 5 billion, more than three times that amount. SBI’s high TD rate, however, causes a bottleneck despite its dominance and affects the UPI system’s overall performance.
UPI has become the backbone of India’s digital payment infrastructure, accounting for 83 percent of all digital transactions. Therefore, any technical failures in a bank as significant as SBI can have a ripple effect, lowering the platform’s overall success ratio.

A Closer Look at Other Banks’ Performance

By comparison, banks like HDFC Bank, ICICI Bank, Axis Bank, and Kotak Mahindra Bank boast far lower TD rates, underlining the infrastructure disparity. For instance, HDFC Bank reported a TD rate of just 0.02 percent in March, whereas ICICI Bank and Axis Bank reported TD rates of 0.13 and 0.03 percent, respectively. This performance disparity raises questions about the efficacy of SBI’s systems in handling large transaction volumes.
Smaller public sector banks like Union Bank of India and Bank of Baroda also had better TD rates than SBI, suggesting that SBI’s high TD rate may be due to its unique infrastructure or technological problems rather than being a direct effect of being a public sector bank.

The Impact of High Failure Rates on UPI Users

For UPI users, SBI’s high TD rate can be incredibly frustrating. As UPI becomes an essential tool for digital transactions in India, payment failures become a significant barrier to a smooth user experience. These disruptions are particularly impactful when users attempt to make urgent or important payments, such as paying bills or transferring money for essential services.
Moreover, third-party apps that rely on SBI’s infrastructure, such as Google Pay, Paytm, and PhonePe, also face challenges due to these failures. Since these apps depend on banks like SBI as their payment service providers (PSPs), users often face delays, failed transactions, or errors during transactions.
As UPI grows in popularity and becomes the primary payment method for millions of users, ensuring a reliable and seamless experience is crucial. With SBI’s high TD rate, the platform risks losing customer trust and affecting the overall growth trajectory of digital payments.

The Role of NPCI and UPI’s Future

While SBI’s infrastructure struggles remain a problem, NPCI, the body responsible for overseeing UPI, maintains 100 percent uptime. This indicates that the underlying UPI system is functioning as expected, and the issue lies with individual banks like SBI. NPCI has also ensured that UPI outages are rare, but the recent disruptions—three in the last couple of weeks—highlight vulnerabilities in the system, particularly with partner banks that face technical or infrastructure-related challenges.
The most recent outage on March 26 was caused by a technical issue at NPCI itself, while the others were attributed to processing issues at partner banks due to financial year-end load. Such outages underscore the challenges faced by UPI’s ecosystem, particularly as more users and transactions come online.

Final Thoughts: What’s Next for SBI and UPI?

SBI’s high TD rate poses a considerable risk to its reputation and to the UPI system as a whole. As the leader in India’s digital payments landscape, SBI must address its technical challenges to maintain its position in the UPI ecosystem. Failure to improve its infrastructure could erode customer trust and negatively affect the entire UPI platform.

For the broader UPI ecosystem, it’s essential for all participating banks to invest in the technology and systems that ensure seamless payments. Although SBI’s high TD rate hinders UPI’s overall performance, it can help improve UPI’s success ratio and the digital payment system for millions of Indian consumers if its infrastructure is upgraded properly.

The image added is for representation purposes only