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Resolve a declined payment

  • To resolve a declined payment, you'll need to first figure out why the payment has been declined.
  • Usually this involves contacting your bank or credit card company to fix the problem.
  • Afterwards, you'll have several options to pay off your overdue amount, which will then 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 & payments. 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. Bear 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 figure out why your payment was declined, or if you can't solve the problem, contact the bank that issued your credit card. AdWords support can't help you with any declines. This is because it is your bank, not Google, 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 to resolve the problem.
  4. Once the problem 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 in order to get your ads running again.

  • If you fixed the problem with your credit card or just want to try it again, then retry it in your AdWords account.
  • If you haven't been able to fix the problem 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 in to your AdWords account.
  2. Click the gear icon and choose Billing & payments. Go there now
  3. Click Payment methods.
  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 on 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 have 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 & payments. Go there now
  3. Click on 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 on Make a payment.
  6. Make sure that all the payment details are correct, then click on 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 & payments. Go there now
  3. Click Payment methods.
  4. To edit any details except the credit card number, find the credit card you want to update, and click on Edit.
  5. To edit the credit card number or add a new credit card, click Add payment method and enter the new information.
  6. Click Save.
  7. Find the credit card that you just entered, and click on the Set as Primary link. This sets the credit card that you just entered as your primary payment method.

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

Tip

Help to 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, then your bank hasn't allowed 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. Bear 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 has been declined, or if you can't solve the problem, contact your bank. They'll be able to tell you what the problem is and help you to fix it. AdWords support can't help you with any declines. This is because it is your bank, not Google, 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 to resolve the problem.
  4. Once the problem 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 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 in order 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 a normal bank transfer in this situation, since it takes much longer.

Payments by credit card or real-time bank transfer are normally processed within 1 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 payment method, you'll need to re-enable it in your account, as described in Option B below, after your one-off payment has gone through.

Here's how to make a payment:

  1. Sign in to your AdWords account.
  2. Click the gear icon and choose Billing & payments. Go there now
  3. Click on 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 on Make a payment.
  6. Make sure that all the payment details are correct, then click on 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

Let's say that Sylvie’s direct debit payment has been declined. Her ads have stopped running, and she wants to get them running again as quickly as possible. She finds out from her bank that they have declined the payment because her account has 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 problem with your bank account, and you'd like us to try charging it again for your outstanding balance, then follow these steps:

  1. Sign in to your AdWords account.
  2. Click the gear icon and choose Billing & payments. Go there now
  3. Click the Payment methods link from the menu on the left.
  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 on the Fix it link.
Visit AdWords

After you have re-enabled the bank account, your payment will normally be processed within 4 working days, and your ads will be able to run within 24 hours after that. 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 have completed 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 & payments. Go there now
  3. Click Payment methods.
  4. Find the appropriate payment method and click on Edit.
  5. Enter your updated information. You'll need to send a new d debit authorisation or verify the new bank account before your ads can run. If this applies to you, then 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 then initiate a charge for the outstanding balance.

Tip

Help to 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, then follow these steps to pay off your account:

  1. Sign in to your AdWords account.
  2. Click the gear icon and choose Billing & payments. Go there now
  3. Click the Billing transfers from the menu on the left.
  4. Click the invoice set-up for which you'd like to make a payment.
  5. Click Summary from the menu on the left.
  6. Click on 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, you should bear a few things in mind:

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