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Fix a payment failure

This article is for G Suite administrators whose subscription payment failed. You’ll know you have a payment failure if any of the following happens:

  • You receive an email from Google saying your payment failed or your account has been suspended.
  • You sign in to the Admin console and see a red (Reactivate My Subscription) or green (Update Payment Info) button.
  • You sign in to the Admin console Billing section and see a red alert at the top of the page.

Step 1: Talk to your bank or credit card company

A payment failure indicates that something is wrong with the credit card or bank account you use as your primary payment method for G Suite.

Before you can fix your payment failure in the Admin console, you need to try to resolve the issue with your bank or credit card company.

Then follow the correct procedure for your situation.

Step 2: Fix the problem in the Admin console

My credit card was expired. I resolved the issue with my bank or credit card company.

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 Update an expiring credit card instead.

  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. 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.

    payment_failure_pay_now

  5. On the Make a payment screen, update the card expiration date and verification code (CVC).
  6. Click Make a payment.
  7. Make sure that the payment details are correct, then click Confirm and then Got It.
I had some other issue. I resolved it with my bank or credit card company.

In some cases, your payment method is active and working, but there is a temporary problem such as insufficient funds for a credit card or bank account. In these cases, after you resolve the issue with your bank or credit card company, you can continue using the same payment method to pay for your G Suite services.

  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. 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.

    payment_failure_pay_now

  5. On the Make a payment screen, click Make a payment.
  6. If the payment is successful, click Confirm and then Got It.

    If the payment is unsuccessful:

    1. Review these issues that can cause temporary payment failure.
    2. Try to correct the problem
    3. Retry steps 1-5.
I couldn’t resolve the issue with my bank or credit card company. I need to use a different payment method.

If you can’t resolve an issue with your primary payment method, you need to add a new one to continue paying for G Suite services. For example, if your card is reported as lost or stolen, the card issuer reports your account as closed, and you need to add a new 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. 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.

    payment_failure_pay_now

  5. 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?
  6. Enter your account or card information.
  7. If the Verify button appears, click it (required for some countries).
  8. Click Make a payment.
  9. Make sure that the payment details are correct, then click Confirm and then Got It.
  10. Although you’ve just made a payment with your new card or bank account, we’ll still try to charge your existing primary payment method for automatic payments in the future. Therefore, you need to make this new payment method your primary payment method:
    1. Under How you pay, click Manage Payment Methods.
    2. Click None next to the new payment method and select Primary.

      credit_card_set_primary

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

  11. (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. However, make sure you don’t select the credit card as your primary payment method.

Still need help?

Get troubleshooting help for fixing a failed payment.

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