Resolve a declined payment

  • To resolve a declined payment, you'll need to work out why the payment was declined.
  • Often this involves contacting your bank or credit card company to try and 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, we might stop running your ads until your payment goes through. Luckily, it’s easy to get your ads running again by following just a few simple steps. To get started, choose the type of decline that you have:

Credit card decline

1. Work out the reason for the decline

You can 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 bank shared it with us) the reason for the decline. Keep in mind that Google doesn't decline your payment – your bank or credit card institution does.

Solutions to the most common reasons for a declined payment
  • The account doesn't have sufficient funds.
    Make sure that there are enough funds in your account, then re-enable 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 re-enable 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 re-enable 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 during a certain period.
    Talk to your bank to find a solution, then re-enable the credit card (option A below). Or, enter a new card (option B below).

2. Contact your bank or credit card company

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 – their phone number is usually on the back of the card. Give them the date and amount of the declined payment, and they’ll be able to tell you what the problem is and help you fix it.

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 to charge your existing credit card again, then follow these steps:

  1. Sign into your AdWords account at https://adwords.google.com.au.
  2. Click the gear icon and choose Billing.
  3. Click the Billing settings link.
  4. Find the credit card with the Re-enable form of payment link.
  5. Check to make sure that all the details are correct for this form of payment. Call your bank or credit institution to ensure that you can use the form of payment in your AdWords account, if necessary.
  6. Once you've made sure that the form of payment will work, click Re-enable form of payment below the credit card information.
Try it out

Then what?

Re-enabling your form of payment 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 one working day after you re-enabled your form of payment, then you need to pay off your outstanding balance to get your ads running again. Here’s how:

  1. Sign in to your AdWords account at http://adwords.google.com.au.
  2. Click the gear icon and choose Billing.
  3. Click the Make a payment button.
  4. Choose the form of payment you'd like to use for this one-off payment. You can select a form of payment that you've previously added to your account, or you can add a new form of payment.
  5. Click Continue to payment amount.
  6. 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 "Outstanding balance." Click Continue to review.
  7. Make sure that all the payment details are correct, then click Make payment.
Try it out
If you used a new form of payment to pay off your balance, then you'll still need to re-enable your primary form of payment. Otherwise, future balances might be charged to your new form of payment, or your ads could stop running without any valid form of payment.

Option B: Enter different billing information

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

  1. Sign into your AdWords account at https://adwords.google.com.au.
  2. Click the gear icon and choose Billing.
  3. Click the Billing settings link.
  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 form of payment and enter the new information.
  6. Click Save when you've finished.
  7. Find the credit card that you just entered, and then click the Select as drop-down menu to choose Primary. This sets the credit card that you just entered as your primary form of payment.
Try it out

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 back-up credit card. We'll only charge your back-up card if your primary form of payment is declined.

Enter a backup card now by signing in to your account, then visiting https://adwords.google.com.au/select/EditBillingInstrument?backup=aoe.

Direct debit (bank account) decline
If your direct debit payment appears as “declined” in your account, then this means that 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.

Solutions to the most common reasons for a declined payment
  • 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 serving 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 you to use this bank account for Internet or international transactions.
    Contact your bank about allowing 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.

2. Contact your bank

If you couldn't work out why your payment was declined, or if you can’t easily resolve solve the issue, then contact your bank. They’ll be able to tell you what the problem is and then help you to fix it.

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.

When you make a payment by credit card or real-time bank transfer, it will normally process within one working 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 form of payment, you’ll need to re-enable it in your account, as described in Option B below, after your one-off payment goes through.

Here's how to make a payment:

  1. Sign in to your account at https://adwords.google.com.au.
  2. Click the gear icon and choose Billing.
  3. Click the Make a payment button.
  4. Choose the form of payment you'd like to use for this one-off payment. You can select a form of payment that you've previously added to your account, or you can add a new form of payment.
  5. Click Continue to payment amount.
  6. 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 Outstanding balance. Click Continue to review.
  7. Make sure that all the payment details are correct, then click Make payment. If you used a new form of payment to pay off your balance, you'll still be prompted to re-enable your primary form of payment.
  8. After the payment has been processed, update or re-enable your primary form of payment to be able to use it in the future.
Try it out

Example

Let's 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 direct debit 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 account at https://adwords.google.com.au.
  2. Click the gear icon and choose Billing.
  3. Click the Billing settings link.
  4. Find your bank account with the Re-enable form of payment 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 Re-enable form of payment link.
Try it out

After you re-enable the bank account, your payment will normally process within four business 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 form of payment. 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 five working days after you've completed the process for us to charge the outstanding balance to your new bank account.

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

  1. Sign in to your account at https://adwords.google.com.au.
  2. Click the gear icon and choose Billing.
  3. Click the Billing settings link.
  4. Find the appropriate form of payment 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.
Try it out

Tip

Help keep your ads running by entering a back-up credit card. We'll only charge your back-up card if your primary form of payment is declined.

Enter a backup card now by signing in to your account, then visiting https://adwords.google.com.au/select/EditBillingInstrument?backup=aoe.

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 account at https://adwords.google.com.au.
  2. Click the gear icon and choose Billing.
  3. Click the Billing setup 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.
Try it out

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 form of payment within the next 60 days.