Resolve a declined payment

  • To resolve a declined payment, you'll need to work out why the payment was declined.
  • Usually this involves contacting your bank or credit card company to fix the issue.
  • Then you'll have several options to pay off your overdue amount, which will allow your ads to run again.

Payment declines happen from time to time, and when they do, your ads might stop running until your payment goes through. To find out how to get your ads running again, choose the type of decline you have:

Credit card decline

1. Work out the reason for the decline

View declined payment information by clicking the gear icon and choosing Billing. Go there now. You'll find the date of the decline, the amount and, if your credit card company or bank shared it with us, the reason for the decline. Keep in mind that Google doesn't decline your payment – your credit card company or bank does. If there's no reason listed, we don't have the details, and you'll need to contact your credit card company or bank for the reason.

2. Contact your credit card company or bank

If you couldn't work out why your payment was declined, or if you can't solve the issue, contact the bank that issued your credit card. AdWords support can't help you with any declines. This is because your bank, not Google, is the one that declines your payment. Here's how to contact your bank:

  1. Call the support phone number that's shown on the back of your credit card.
  2. Tell the representative that you were trying to pay for Google AdWords online but that your payment was declined. Let them know the date and amount of the decline.
  3. The representative will give you the exact reason for the decline and help you resolve the issue.
  4. Once the issue has been fixed, try your payment again using one of the options below.
Solutions for the most common declined payment reasons
  • The account doesn't have sufficient funds.
    Make sure that there are enough funds in your account, then retry your credit card (option A below).
  • You've exceeded the card's credit limit or single transaction limit.
    Talk to your bank to increase the limit, then retry your credit card (option A below).
  • The card expired.
    Enter a new credit card (option B below).
  • You entered an incorrect card number or CVV/CVN number.
    Re-enter your credit card information carefully (option B below).
  • The issuing bank doesn't allow the use of the card for Internet or international transactions.
    Talk to your bank to allow these types of transactions, then retry the credit card (option A below). Or, enter a new card that does allow Internet or international transactions (option B below).
  • You exceeded the maximum number of charges that the card can receive in a period.
    Talk to your bank to find a solution, then retry the credit card (option A below). Or, enter a new card (option B below).

3. Get your ads running again

Choose one of the options below to get your ads running again.

  • If you fixed the issue with your credit card or just want to try it again, retry it in your AdWords account.
  • If you weren't able to fix the issue with your original card, enter a new card.

Option A: Retry your existing credit card

If you want us to try charging your existing credit card again, follow these steps:

  1. Sign in to your AdWords account.
  2. Click the gear icon and choose Billing. Go there now
  3. Click Billing settings.
  4. Find the credit card with the "Fix it" link.
  5. Check to make sure that all the card details are correct. Call your bank or credit card company to make sure that you can use the card in your AdWords account, if necessary.
  6. Once you've made sure that the payment method will work, click Fix it above the credit card information.

Then what?

Retrying your payment method will automatically trigger a charge for your outstanding balance. It may take a few hours to process the payment. If the payment isn't successful within 1 working day after you retried your payment method, pay off your outstanding balance to get your ads running again. Here's how:

  1. Sign in to your AdWords account.
  2. Click the gear icon and choose Billing. Go there now
  3. Click the Make a payment button.
  4. Choose the payment method that you'd like to use for this one-off payment. You can select a payment method that you've previously added to your account, or you can add a new payment method.
  5. Enter the amount of the payment that you'd like to make. The minimum amount required for your ads to run will be shown next to "(minimum payment)". Click Make a payment.
  6. Make sure that all the payment details are correct, then click Make payment.

If you used a new payment method to pay off your balance, you'll still need to retry your primary payment method. Otherwise, future balances might be charged to your new payment method, or your ads could stop running again without any valid payment method.

Option B: Enter different billing information

If you want to use a new credit card for your account, follow these steps:

  1. Sign in to your AdWords account.
  2. Click the gear icon and choose Billing. Go there now
  3. Click Billing settings.
  4. To edit any details except the credit card number, find the credit card that you want to update, and click Edit.
  5. To edit the credit card number or add a new credit card, click Add a new payment method and enter the new information.
  6. Click Save.
  7. Find the credit card that you just entered, and click the Set as Primary link. This sets the credit card that you just entered as your primary payment method.

Once you've entered your billing information, we'll initiate a charge of the outstanding balance.

Tip

Help keep your ads running by entering a backup credit card. We'll charge your backup card only if your primary payment method is declined.

Direct debit (bank account) decline

If your bank account payment appears as "declined" in your account, your bank didn't allow us to charge your bank account. Here's how to get your ads running again:

1. Work out the reason for the decline

You can view declined payment information on your "Transaction history" page. Go there now. You'll find the date of the decline, the amount and, if your bank shared it with us, the reason for the decline. Keep in mind that Google doesn't decline your payment – your bank does. If there's no reason listed, we don't have the details and you'll need to contact your bank for the reason.

2. Contact your bank

If you couldn't work out why your payment was declined, or if you can't solve the issue, contact your bank. They'll be able to tell you what the problem is and help you fix it. AdWords support can't help you with any declines. This is because your bank, not Google, is the one that declines your payment.

Here's how to contact your bank:

  1. Call the support phone number for your bank. You can usually find this on their website.
  2. Tell the representative that you were trying to pay for Google AdWords online but that your payment was declined. Let them know the date and amount of the decline.
  3. The representative will give you the exact reason for the decline and help you resolve the issue.
  4. Once the issue has been fixed, try your payment again using one of the options below.
Solutions for the most common declined payment reasons
  • The account doesn't have sufficient funds.
    Check your bank account to make sure that it has enough funds, then choose one of the solutions below to start running your ads again.
  • The name of the account owner doesn't match the information that you provided.
    Update your billing information with the correct details, following the instructions below.
  • The issuing bank doesn't allow using the bank account for online or international transactions.
    Contact your bank to allow these types of transactions, then choose one of the solutions below to start serving your ads again.
  • The bank account doesn't exist anymore.
    Update your billing information with a different bank account or a credit card, following the instructions below.

3. Get your ads running again

Choose one of the options below to get your ads running again.

Option A: Make a payment by credit card or real-time bank transfer

The fastest way to get your ads running again is to make a payment by credit card. In some countries (Austria, Denmark, Finland, Norway, and Sweden), real-time bank transfer is also available. We don't recommend using normal bank transfer in this situation, since it takes much longer.

Payments by credit card or real-time bank transfer normally process within 1 business day, and your ads will be able to run within 24 hours after that.

Note

If you still want to use direct debit as your primary payment method, you'll need to re-enable it in your account, as described in Option B below, after your one-time payment goes through.

Here's how to make a payment:

  1. Sign in to your AdWords account.
  2. Click the gear icon and choose Billing. Go there now
  3. Click the Make a payment button.
  4. Choose the payment method that you'd like to use for this one-off payment. You can select a payment method that you've previously added to your account, or you can add a new payment method.
  5. Enter the amount of the payment that you'd like to make. The minimum amount required for your ads to run will be shown next to "(minimum payment)". Click Make a payment.
  6. Make sure that all the payment details are correct, then click Make payment. If you used a new payment method to pay off your balance, you'll still be prompted to re-enable your primary payment method.
  7. After the payment has been processed, update or re-enable your primary payment method to be able to use it in the future.

Example

Say that Sylvie's direct debit payment was declined. Her ads stopped running, and she wants to get them running again as quickly as possible. She finds out from her bank that they declined the payment because her account had insufficient funds.

To get her ads running again, Sylvie makes a one-off payment by credit card using the Make a payment button (Option A). To make sure that she can keep using direct debit in the future, she also re-enables her bank account in AdWords (Option B). Then, she makes sure that her bank account always has enough funds for her AdWords charges.

Option B: Re-enable your bank account

If you resolved the issue with your bank account, and you'd like us to try charging it again for your outstanding balance, follow these steps:

  1. Sign in to your AdWords account.
  2. Click the gear icon and choose Billing. Go there now
  3. Click the Billing settings link.
  4. Find your bank account with the Fix it link.
  5. Check to make sure that all the bank account details are correct. Call your bank or credit institution to ensure that you can use it in your AdWords account, if necessary.
  6. Once you've made sure that your bank account will work, click the Fix it link.
Visit AdWords

After you re-enable the bank account, your payment will normally process within 4 working days, and your ads will be able to run within 24 hours afterwards. Because paying by credit card will typically get your ads running again faster, we recommend Option A first.

Option C: Add a new bank account

If you'd like to use a different bank account for this payment and for your future direct debit payments, then you'll need to change your primary payment method. You'll also need to either send us a new direct debit authorisation or verify a test deposit in the new bank account. Because of this, it typically takes about 5 working days after you complete the process for us to charge the outstanding balance to your new bank account.

Here's how to change your primary payment method to a new bank account:

  1. Sign in to your AdWords account.
  2. Click the gear icon and choose Billing. Go there now
  3. Click Billing settings.
  4. Find the appropriate payment method, and click Edit.
  5. Enter your updated information. You'll need to send a new debit authorisation or verify the new bank account before your ads can run. If this applies to you, you'll be given instructions in your account on what to do.
  6. Click Save when you've finished. Once you've entered your billing information, and we receive your bank account verification or authorisation, we'll initiate a charge of the outstanding balance.

Tip

Help keep your ads running by entering a backup credit card. We'll charge your backup card only if your primary payment method is declined.

A declined payment if you're on monthly invoicing

If you recently changed payment settings from automatic payments to monthly invoicing and have an outstanding balance left over, follow these steps to pay off your account:

  1. Sign in to your AdWords account.
  2. Click the gear icon and choose Billing. Go there now
  3. Click the Billing set-up history link on the side of the page.
  4. Click the billing account for which you'd like to make a payment.
  5. Click the Billing summary link.
  6. Click the Make a payment button to make a payment for your outstanding balance.

If you're trying to cancel your account, and you have a declined payment, keep a few things in mind:

  • If your last payment was declined, you'll need to pay your overdue balance before being able to cancel the account.
  • If you cancel your account, the balance due at the time of cancellation will be charged to your payment method within the next 60 days.

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