Resolving unapplied payments, adjustments, and lost payments

Sometimes, payments or adjustments can't be applied to your account because there isn't enough information about which account or invoice should get the payment or adjustment. Also, sometimes payments are lost in the process of being transmitted to Google.

Whenever there's an unapplied payment or adjustment in your account, you'll see an alert next to your Amount due on your billing pages. To get there, click gear icon and choose Billing. If your payment is lost, contact the collections team listed on your monthly invoice or listed below.

Unapplied adjustments

If you have unapplied adjustments -- such as credits that haven't yet been applied to an invoice -- you have two options for applying these credits:

  • Underpay your next invoice by the amount of the unapplied adjustment. For example, if you have $53 in unapplied adjustments and an open invoice for $200, make a payment for $147 ($200 - $53), and we'll close out the invoice. Just be sure to underpay by the exact amount, or we won't know to apply the credit.
  • Email your local AdWords collections team and tell them how you'd like the unapplied adjustments to be applied. You can request, for instance, that your payment be divided in half and applied to two open invoices. Just be sure to include the invoice numbers and amounts we should apply to each.

Your local collections team

Click the link below to find your local team for your billing address. If you can't find it below, email collections-row@google.com.

Find your local collections team
Country Email address
Argentina collections-ar@google.com
Australia collections-au@google.com
Belize collections-lm@google.com
Bolivia collections-lm@google.com
Brazil collections-br@google.com
Canada collections-ca@google.com
Chile collections-lm@google.com
China collections-cn@google.com
Colombia collections-lm@google.com
Costa Rica collections-lm@google.com
Cuba collections-lm@google.com
Denmark collections-dk@google.com
Dominica collections-lm@google.com
Dominican Republic collections-lm@google.com
Ecuador collections-lm@google.com
El Salvador collections-lm@google.com
Finland collections-fi@google.com
France collections-fr@google.com
Germany collections-de@google.com
Grenada collections-lm@google.com
Guadeloupe collections-lm@google.com
Guam collections-lm@google.com
Guatemala collections-lm@google.com
Honduras collections-lm@google.com
India collections-in@google.com
Ireland collections-ie@google.com
Italy collections-it@google.com
Japan collections-jp@google.com
Mexico collections-mx@google.com
Netherlands collections-nl@google.com
Netherlands Antilles collections-nl@google.com
New Zealand collections-au@google.com
Norway collections-no@google.com
Panama collections-lm@google.com
Paraguay collections-lm@google.com
Peru collections-lm@google.com
Poland collections-pl@google.com
Portugal collections-pt@google.com
Russian Federation collections-ru@google.com
South Korea collections-kr@google.com
Spain collections-es@google.com
Sweden collections-se@google.com
Switzerland collections-de@google.com
Taiwan collections-tw@google.com
United Kingdom collections-uk@google.com
United States collections-us@google.com
United States Minor Outlying Islands collections-us@google.com
Uruguay collections-lm@google.com
Venezuela collections-lm@google.com
Virgin Islands (U.S.) collections-us@google.com
All other countries collections-row@google.com

If your payment is lost

If your payment is lost, email your local collections team with a proof of payment attached to your email to show that the payment was made. This can be a scanned image or screenshot of your bank transfer receipt, your bank or credit card statement, or your online bank or credit card account.

Your proof of payment should also include the following information:

  • The date the payment was made. If possible, show all transactions for five days before and after the payment
  • The amount and currency of the payment
  • The beneficiary of the funds, such as Google AdWords
  • The name of the bank that sent the transfer

Also, for security reasons, please black out any sensitive information on your bank or credit card statement, particularly your entire bank account number or the middle eight digits of your credit card number.