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Fix payment and billing issues

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If either of these situations applies to you, review the information to resolve your issue.

I made a payment, but my services are still suspended

Sometimes, it takes our system a while to process a payment. We recommend signing out of your account and signing in again.

If your account isn’t active after you make a payment and bring the outstanding balance on the account to 0, this most likely means that your primary payment method isn’t valid. Because the existing method still isn’t valid, 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, you need to set the valid card or bank account that you used to make your payment as your primary payment method.

  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 dashboard, go to Billing.
  3. Next to the subscription, click More More and then Access billing account.

    Be sure to click More More next to your subscription, not in the top-right corner of the Admin console.

    billing subscription more icon

  4. Under How you pay, click Manage payment methods.
  5. On the Payment methods screen, click None next to the new payment method and select Primary.

    credit_card_set_primary

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, check out these troubleshooting tips for help with fixing a payment issue.

My account is suspended, but the Make a payment button is grayed out
If your account is suspended but the Make a payment button is grayed out, this means that we’re unable to verify your information. Until your information has been verified, we can’t complete the payment transaction. To resolve this, check your email for a message with the subject “Important Information Regarding Your Google Payments Account” (be sure to check the email account for the domain associated with your Google account). Fill out the form in the email and send it back as a reply. Please allow up to 48 hours after submitting the form to receive a response.

For all other scenarios, follow the steps below to identify and fix your billing issue.

  • Step 1: Identify the problem
  • Step 2: Fix the problem
  • Step 3: Make sure you have primary valid form of payment

Step 1: Identify the problem

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 dashboard, go to Billing.
  3. Next to the subscription, click More More and then Access billing account.

    Be sure to click More More next to your subscription, not in the top-right corner of the Admin console.

    billing subscription more icon

  4. Under How you pay, look for the reason your payment was declined.

    billing payments error message

Step 2: Fix the problem

Follow the correct steps for the error message displayed under How you pay. If you’re not on the Payments page, complete Step 1: Identify the problem before continuing.

The account is closed

This error typically indicates a problem with your bank or credit card company. To fix this issue, you can either:

  • Option A: Contact your bank or credit card company to resolve the issue, and then make a payment using the same card or account.
  • Option B: Use a new card or bank account to make a payment.

Option A: Resolve the issue and make a payment using the same card or account

  1. At the top of the Payments page, click Pay Now in the alert. If multiple alerts appear, click the Down arrow Down Arrow to view the specific alert.

    Pay Now button

  2. On the Make a payment screen, reenter the card or account details.
  3. Click Make a payment.
  4. Make sure that the payment details are correct, then click Confirm and then Got It.

Option B: Make a payment using a new card or bank account

  1. At the top of the Payments page, click Pay Now in the alert. If multiple alerts appear, click the Down arrow Down Arrow to view the specific alert.

    Pay Now button

  2. On the Make a payment screen, click Add new credit or debit card or Add a bank account. Depending on your country, you might only have 1 option. What payment options are available in my country?
  3. Enter your account or card information.
  4. If the Verify button appears, click it (required for some countries).
  5. Click Make a payment.
  6. Make sure that the payment details are correct, then click Confirm and then Got It.
  7. (Optional) If you added a bank account as your primary payment method, it might take a few days for your payment to go through. To avoid service interruption or resume suspended service, we recommend that you make a manual payment using a credit card.
Transaction declined (invalid payment method, low balance)

The options for resolving any of these issues are the same. Here’s what the error messages mean:

  • Transaction declined: This typically indicates a problem with the bank or credit card company. It might mean that the payment details you entered are inaccurate.
  • Transction declined: invalid payment method: This typically indicates that the payment details you entered are inaccurate.
  • Transaction declined: low balance: This indicates that the payment method has insufficient funds.

To fix the issue, you can either:

  • Option A: Check the payment method details you entered. If needed, contact your bank or credit card company to resolve the issue, including adding funds to the account if needed. Then make a payment using the same card or account.
  • Option B: Use a new card or bank account to make a payment.

Option A: Resolve the issue and make a payment using the same card or account

  1. At the top of the Payments page, click Pay Now in the alert. If multiple alerts appear, click the Down arrow Down Arrow to view the specific alert.

    Pay Now button

  2. On the Make a payment screen, update any payment details as needed.
  3. Click Make a payment.
  4. Make sure that the payment details are correct, then click Confirm and then Got It.

Option B: Make a payment using a new card or bank account

  1. At the top of the Payments page, click Pay Now in the alert. If multiple alerts appear, click the Down arrow Down Arrow to view the specific alert.

    Pay Now button

  2. On the Make a payment screen, click Add new credit or debit card or Add a bank account. Depending on your country, you might only have 1 option. What payment options are available in my country?
  3. Enter your account or card information.
  4. If the Verify button appears, click it (required for some countries).
  5. Click Make a payment.
  6. Make sure that the payment details are correct, then click Confirm and then Got It.
  7. (Optional) If you added a bank account as your primary payment method, it might take a few days for your payment to go through. To avoid service interruption or resume suspended service, we recommend that you make a manual payment using a credit card.
Card: Expired

To fix an expired card issue, you can either:

  • Option A: Update the expired card and make a payment
  • Option B: Use a new card or bank account to make a payment

Option A: Update the expired card and make a payment

Follow these steps to update an expired credit card that is your primary payment method.

If you’re updating an expired credit card that isn’t your primary payment method, follow the steps in "Card: Expiring soon" instead.

  1. At the top of the Payments page, click Pay Now in the alert. If multiple alerts appear, click the Down arrow Down Arrow to view the specific alert.

    Pay Now button

  2. On the Make a payment screen, update the card expiration date and verification code (CVC).
  3. Click Make a payment.
  4. Make sure that the payment details are correct, then click Confirm and then Got It.

Option B: Make a payment using a new card or bank account

  1. At the top of the Payments page, click Pay Now in the alert. If multiple alerts appear, click the Down arrow Down Arrow to view the specific alert.

    Pay Now button

  2. On the Make a payment screen, click Add new credit or debit card or Add a bank account. Depending on your country, you might only have 1 option. What payment options are available in my country?
  3. Enter your account or card information.
  4. If the Verify button appears, click it (required for some countries).
  5. Click Make a payment.
  6. Make sure that the payment details are correct, then click Confirm and then Got It.
  7. (Optional) If you added a bank account as your primary payment method, it might take a few days for your payment to go through. To avoid service interruption or resume suspended service, we recommend that you make a manual payment using a credit card.
Card: Expiring soon

Follow these steps if either:

  • Your credit card is expiring soon, but hasn’t yet expired.
  • Your credit card has expired, but it isn’t your primary payment method.

If your card has expired and it’s your primary payment method, follow the steps in "Card: Expired" instead.

If a credit card in your Google billing account is about to expire, you should update the card's expiration date in your Admin console. If the card’s CVC number changes, you should update that as well. Otherwise, if we try to charge the card for your service, the charge will fail and your service will be at risk of being suspended.

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.

Update your card's expiration date and CVC

  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 dashboard, go to Billing.
  3. Next to your subscription, click More More and then Access billing account.

    Be sure to click More More next to your subscription, not in the top-right corner of the Admin console.

    billing subscription more icon

  4. Under How you pay, click Manage 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 your credit card number has changed, you can’t change the card number on the screen where you edit the card details. Instead, you must add it as a new card. Then remove the old card from your account.

My declined card is an India credit or debit card

All customers in India trying to pay their G Suite accounts with a debit card will continually receive authorization failures. We can't accept Indian debit cards at this time. This is due to a systematic integration failure with the required 3D Secure verification service. This also affects a subset of Indian credit cards. 

Affected customers might consider the following workarounds:

I’m unable to verify my 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., 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 or Europe, 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.

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

Once 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. Therefore, you need to make sure you have active and valid primary payment method.

If you’re not on the Payments page, complete Step 2: Fix the problem 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. If it is, you don’t need to do anything.
  3. If you don’t have a payment method designated as primary, or if the one you have isn’t active and valid, click None next to a different active, valid payment method and select Primary.

    credit_card_set_primary

    We’ll charge this payment method for automatic payments moving forward.

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