Uti Infrastructure Technology & Services Limited [Utiitsl] — pan card/ payment

I use utiitsl website to create a new pan card of my mother. Application no is n[n[protected]]. I use e-kyc option for her aadhar verification. I have paid an amount of rs.106.90 using my debit card. My balance was deducted from the bank on 02/05/2020 but aadhar verification was not completed due to not receiving any otp on their registered aadhar card mobile no. Now it shows me a message when i am checking the status "your e-kyc based request has failed hence you cannot proceed the application with e-kyc mode. Kindly generate new token and proceed with physical mode.
Please help me