If you're having trouble with a purchase billed through your mobile phone carrier, try these troubleshooting tips.
Tips for first time direct carrier billing customers
If you’re having trouble making a purchase using carrier billing, we recommend that you:
- Ensure you're connected to your carrier network.
- Make sure you're using the YouTube Music app, not a mobile browser or a computer.
- Try turning your device off, wait for a few seconds, and then turn it back on. After turning on your device, re-attempt your purchase.
Additional troubleshooting tips
Check your carrier settings
Tips for existing memberships billed through a mobile phone carrier
If you’re experiencing payment issues using direct carrier billing to pay for a YouTube Music membership, contact your carrier to find out the reason for the decline. There could be an issue with your account, such as exceeding a spending limit.
If there is no issue with your carrier account, try removing it as a payment method and re-adding:
- Go to your Payment methods page on Google Pay and remove your carrier billing payment method.
Note: You will be unable to remove carrier billing from your account if you're using this payment method for other active memberships.
- Go to the YouTube app and tap on your profile picture
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- Tap settings
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- Tap Purchases & Memberships and complete the sign up process again.
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.If you have problems re-adding carrier billing, try the troubleshooting tips for first-time users above.
If these don’t help, please contact your mobile phone service provider for more help.