Fix payment and billing issues

Applies to G Suite, Google Drive Enterprise, and other paid subscriptions in your Google Admin console.

Use this information to identify and resolve your issue if:

  • You’re seeing a payment-related alert in your Google Admin console.
  • Your service is suspended.

If your issue is related to an additional Google service, such as YouTube, search the product’s help center to resolve the issue.

Step 1: Find your solution

Search below for your exact issue. If you’re not sure why your account is suspended, skip to I’m not sure what the problem is.

Symptom
  • I’m seeing an alert that my payments profile is suspended.
  • My account is suspended, but the Make a payment button is dimmed.
Solution Verify your account information.

 

Symptom I’m seeing one of these alerts:
  • The account is closed.
  • Transaction declined.
  • Transaction declined: invalid payment method.
  • Transaction declined: low balance.
Solution Make a payment using:

 

Symptom I’m seeing the alert: Card: Expired.
Solution Make a payment using:

 

Symptom
  • I’m seeing the alert: Card: Expiring soon.
  • I want to update an expired credit card that isn’t my primary payment method.
Solution Update your card details.

 

Symptom My declined card is an India credit or debit card.
Solution Troubleshoot India credit or debit cards.

 

Symptom I’m unable to verify my bank account.
Solution Verify a newly added bank account.

 

Symptom I made a payment, but I was charged twice or I’m still having issues.
Solution Troubleshoot problems after making a payment.

Step 2: Fix the problem

Review the correct action below for your issue.

Verify your account information

Google suspends your payments profile and dims the Make a payment button if we can’t verify your Google Account information. You need to verify your information by filling out this form.

You can also fill out the form by:

  • Clicking Learn More in the alert that your payments profile is suspended
  • Replying to the email with the subject “Important Information Regarding Your Google Account” (sent to the email account for the domain associated with your Google Account)

G Suite or Cloud Identity support can’t help lift your suspension in this situation. You need to fill out the account verification form. When you fill out the form, in the Email field, be sure to enter an email address that’s listed under Payments contacts on the Settings page of your billing account. Entering a different address can delay the response to your request.

Allow 48 hours after submitting the form to receive a response.

Use the same card or account

You might be able to resolve the payment issue simply by correctly entering your payment method details, or resolving any issue with your bank or credit card company. If so, you can then use the same card or bank account to make a payment.

  1. Contact your bank or credit card company to resolve the issue, including adding funds to the account if needed.
  2. At the top of the Payments page, click Pay Now in the alert.
    If multiple alerts appear, you need to click the Down arrow Down Arrow to view the specific alert.
  3. On the Make a payment screen, check the payment method details and re-enter them if needed.
  4. Click Make a payment.
  5. Make sure that the payment details are correct, then click Confirmand thenGot It.
Use another payment method in your billing account
  1. At the top of the Payments page, click Pay Now in the alert.
    If multiple alerts appear, you need to click the Down arrow Down Arrow to view the specific alert.
  2. On the Make a payment screen, click the Down arrow Down Arrow and select the card or account you want to use.
  3. Click Make a payment.
  4. (Optional) Check the box to use this payment method for future recurring payments.
    This option sets the new bank account or credit card as your primary payment method.
  5. Review the payment details, then click Confirmand thenGot It.
    If you added a bank account as your primary payment method, it might take a few days for your payment to go through.
  6. (Optional) To avoid service interruption or resume suspended service, make a manual payment using a credit card.
Use a new card or bank account
  1. At the top of the Payments page, click Pay Now in the alert.
    If multiple alerts appear, you need to click the Down arrow Down Arrow to view the specific alert.
  2. On the Make a payment screen, click the Down arrow Down Arrow.
    Depending on your country, you might have 2 options to choose from.
  3. Choose an option:
    • Add new credit or debit card
    • Add a bank account

    See Payment options in my country.

  4. Enter your account or card information.
  5. Click the Verify button if it appears.
  6. Click Make a payment.
  7. (Optional) Check the box to use this payment method for future recurring payments.
    This option sets the new bank account or credit card as your primary payment method.
  8. Review the payment details, then click Confirmand thenGot It.
    If you added a bank account as your primary payment method, it might take a few days for your payment to go through.
  9. (Optional) To avoid service interruption or resume suspended service, make a manual payment using a credit card.
Update an expired card

Follow these steps to update an expired primary payment method and then use it again to make a payment.

If you’re updating an expired credit card that isn’t your primary payment method, instead follow the steps in Update your card details.

  1. At the top of the Payments page, click Pay Now in the alert.
    If multiple alerts appear, you need to click the Down arrow Down Arrow to view the specific alert.
  2. On the Make a payment screen, update the card expiration date and verification code (CVC or CVV).
  3. Click Make a payment.
  4. Review the payment details, then click Confirmand thenGot It.
Update your card details

Follow these steps if your credit card:

  • Is expiring soon, but hasn’t yet
  • Has expired, but isn’t your primary payment method

If your card has expired and it’s your primary payment method, instead follow the steps in Update an expired card.

If a credit card in your billing account is about to expire, you should update the card's expiration date in your Admin console. If its CVC or CVV number changes, update it too. Otherwise, our attempts to charge your card will fail, putting your service at risk of suspension.

Note: On the screen where you update your card’s expiration date, you can also update the cardholder name or the card’s billing address.

  1. Sign in to your Google Admin console.

    Sign in using your administrator account (does not end in @gmail.com).

  2. From the Admin console Home page, go to Billing.
  3. Choose an option:
    • Click your subscription.
    • Click Actionsand thenAccess billing account.
  4. Select the option to view or manage your payment methods.
  5. Next to the credit card you want to update, click Fix.
  6. Update the card information and save your changes.

Card number changed?

If so, you can’t change the number on the screen where you edit the details. Instead, add it as a new card. Then remove the old card from your account. See Remove a payment method.

Troubleshoot India credit or debit cards

Customers in India can’t pay for their Google service with a debit card. Currently, we can’t accept Indian debit cards for automatic payments because of issues with the required 3-D Secure verification service. These issues also affect a subset of Indian credit cards.

Affected customers can consider the following workarounds:

Verify a newly added bank account

Before we can debit a new bank account, we need to verify that it's really yours. This process and the time it takes depends on your location:

  • If you’re in the U.S. or Europe outside the UK, you verify the account by making a test deposit.

    This process can take up to 10 days, although it often happens much sooner. If you don’t see a test deposit after 5 days, check to see if your test deposit failed.

  • If you’re in the UK, we can typically verify your account within an hour after you enter valid account information in your Payment settings.

You can tell whether Google is still verifying your bank account if you see a “Verification in progress” message on your Payments page. If you're setting up billing for the first time, your paid service won't begin until your account is verified.

Note: To ensure uninterrupted service, you can add a credit card to use for automatic payments until your bank account is verified. See Add a credit card as your primary payment method.

Troubleshoot problems after making a payment

There are 2 reasons why you might not be able to access services after making a payment:

  • Your payment didn’t go through yet. Sometimes, it takes our system a while to process a payment. Try signing out of your account and signing in again.
  • You don’t have a valid primary payment method. Although you used a valid payment method to bring your account balance to 0, the payment method marked as Primary in your billing account still isn’t valid. As a result, your account will go back into grace or suspension the next time we try to charge that payment method. So your services will still be suspended even after making a payment.

    To avoid this, set the valid card or bank account that you used to make your payment as your primary payment method. See step 3, below.

    After you set your new credit card or bank account as primary, we’ll activate your account within a few hours.

If you’re still having problems, see Troubleshoot problems after making a payment.

Step 3: Make sure you have primary valid form of payment

After you’ve made a payment or fixed your payment issue, your account may not be active if there is no active primary payment method for automatic payments in the future. So make sure you have an active and valid primary payment method.

If you’re not on the Payments page, complete step 2 before continuing.

  1. Under How you pay, click Manage Payment Methods.
  2. Check to see if you have a payment method designated as primary. If so, make sure that payment method is active and valid.
  3. If you don’t have a payment method designated as primary, or if the one you have isn’t active and valid:
    1. Click None next to a different active, valid payment method.
    2. Select Primary.

We’ll charge this payment method for automatic payments from now on.

I’m not sure what the problem is

You can identify your specific billing issue on the Payments page in your Admin console.

  1. Sign in to your Google Admin console.

    Sign in using your administrator account (does not end in @gmail.com).

  2. From the Admin console Home page, go to Billing.
  3. Next to the subscription, click Actions and then Access billing account.
  4. Under How you pay, look for the reason your payment was declined.
  5. Continue with step 1.
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