NPCI introduces MyUPI, an AI-powered support platform for India’s UPI payments, promising round-the-clock multilingual assistance but currently facing limitations in functionality and privacy transparency, raising questions about its operational maturity.
NPCI has rolled out MyUPI, an AI-powered support layer for India’s UPI payments system, in a move that combines customer service with a broader push towards more automated fraud handling and transaction management. The platform, announced at Global Fintech Fest 2026 and now being introduced to users, is built on NPCI’s in-house FiMI model, short for Finance Model for India, and is intended to give people a single view of UPI transactions and AutoPay mandates across participating apps.
The corporation says MyUPI is designed to offer round-the-clock multilingual help, but the rollout appears to be more limited in practice than the launch material suggests. NPCI currently supports five languages: English, Hindi, Tamil, Telugu and Bengali. Users also have to switch the app interface language to interact with the AI model, which weakens the claim of seamless multilingual support. MediaNama, which tested the service against NPCI’s privacy policy and terms of use, found that some of the headline features still do not appear to function as advertised.
That gap is most visible in the service’s more ambitious safety tools. NPCI has promoted features such as Safety Switch, which it says could let users request the declining of UPI debit transactions if they suspect a compromise, and Automated Chargeback Processing, which would allow real-time chargeback creation for eligible transactions. In testing, however, those functions were not available. When asked about Safety Switch, the chatbot said it did not have specific information on the feature, while a request for an automated chargeback for a small transaction produced no meaningful response.
The same report found that MyUPI’s Payee Context Information tool is of limited practical value. It gives only basic cautionary prompts when a user enters a virtual payment address or scans a QR code, rather than any kind of reputational rating or recommendation. NPCI’s privacy policy says the feature does not create blacklist classifications or tell users whether to transact with a particular beneficiary; it only returns factual context already held in NPCI’s systems. Even so, the platform places a cap on how many times a user can check a given address each day.
The privacy documents also leave important questions unanswered about the data that may feed FiMI. NPCI says MyUPI can collect identity and contact details, transaction records, device information, user chats, complaint narratives, uploaded documents, consent logs and analytical spend data. It says the AI is used for query resolution, complaint intake, chargeback guidance, spend-analysis explanations and payee context. But the policy does not say whether those inputs are used to train, fine-tune or otherwise improve the model, and it explicitly frames AI outputs as informational rather than determinative. Final decisions on approvals, account restrictions, transaction blocking and chargebacks remain with rule-based systems and human oversight, while the terms of use warn that AI answers may include hallucinations and should not be relied on as the sole basis for financial decisions.
NPCI says it does not sell personal data and may share information with participating banks, payment service providers, third-party app providers, security vendors and regulators where required. It also describes a security stack that includes AES-256 encryption, RSA-2048 key protection, TLS 1.3, mutual TLS and token-based authentication. Yet the policy gives only broad retention language, saying information will be kept for the minimum period necessary before deletion, anonymisation or archiving, without setting out specific timelines for different categories of data. That leaves MyUPI as a notable step in India’s digital payments infrastructure, but one whose technical reach, operational maturity and privacy safeguards are still being defined in public.
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