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Resolve a declined payment

Payment declines are a pain, but sometimes they happen – at the supermarket when your trolley's full of groceries, in a queue for tickets at the cinema or when you're making an online payment to AdWords Express.

Below, you'll find details about declines related to specific payment methods, such as a credit or bank account, and how to resolve those.

Google can't tell you the exact reason for your payment being declined. Like you, we don't know because we didn't decline your payment. But your bank or credit card company should. That's why it's best to contact your bank to identify and fix the reason for the decline. (Check the back of your credit card to get the phone number to contact support.)

Common reasons for declined payments

Your bank or credit card company will know why your credit card or direct debit was declined. Still, here are some common reasons for declined payments, which might help you troubleshoot. Click the links below to see details about each kind of declined transaction.

Your card reached its limit

All cards have limits. Here's how certain kinds can cause a declined payment.

  • Your credit card limit was reached (insufficient funds).
    Check your credit limit. You may have reached your daily or total credit card limit on the day that we tried to charge your card. If this is the case, ask your credit card company to increase your limit. You can also visit your billing summary page to add a card with a higher limit and assign it to be your primary payment method.
  • The charge exceeded the maximum amount allowed for a single charge.
    Check the maximum amount your card can be charged at a single time. If the declined charge in your AdWords Express account is higher than this amount, try asking your credit card company to increase the limit. You can also enter a new credit card with a higher limit. If neither of these solutions is feasible, contact us and we'll work with you to find a solution.
  • Your card reached the maximum number of charges allowed in a period.
    Check how many times your card can be charged in a given time period. If you've reached this amount, you can make a payment with a different payment method. You can also talk to your bank about increasing this limit or wait until your card can be charged again.
  • Your card doesn't accept charges from an online source.
    Check to see if your card allows online transactions. If it doesn't, talk to your credit card company about allowing AdWords Express charges. Or, you can use a different card as your primary payment method.
  • Your card doesn't allow automated billing.
    Ask your credit card company whether they allow automated billing, or whether they can occasionally call to verify a charge. If they won't, you can use a different card as your primary payment method.
  • Your card doesn't allow international transactions.
    Make sure that your card can accept international charges. If it doesn't, you can use a different card as your primary payment method.
Your credit card information was incorrect

This happens sometimes too, especially if you've moved and your information changed. Here are some areas to look for – all of which you can update in your Billing settings (within the billing summary page).

  • Incorrect expiry date: Review the expiration date on your credit card.
  • If your card expired, add an up-to-date credit card to your account, and assign it to be your primary payment method.
  • Incorrect credit card number: Check that the credit card number is correct and up to date.
  • Incorrect billing address and phone number: Does the telephone number and billing address that you gave for your credit card match those that your credit card company has? Either edit the credit card details in your Billing settings, or contact your credit card company to change the address and phone number associated with your card.

What to expect if your payment is declined

If your payment is declined, we'll alert you in your AdWords Express account. And if your bank shared the reason for your declined payment, we'll share that too and tell you what you can do to fix it. We'll also send you an email with this information.

If you added a backup payment method in your account, we'll apply your costs to that payment method, so your ads will continue to run.

How to get your ads running again

If a declined payment brought your ads to a halt, there are a few ways to bring them back to life. Click the links below, depending on which approach you'd like to take:

How to re-enable your payment method

Computer
  1. Sign into your AdWords Express account.
  2. Click the Menu button menu at the top.
  3. Make sure that the business that you're looking for appears at the top of the "My business" drop-down menu. If not, click the name of the business, and then click the Menu button menu again at the top.
  4. Click Billing.
  5. Click the Billing settings tab.
  6. Find the payment method with the "Re-enable payment method" link. Make sure that all the details are correct for this payment method. If needed, call your bank or credit institution to make sure that you can use the payment method in your AdWords Express account.
  7. Once you know the payment method will work, click the Re-enable payment method link.
Try it now
Android
  1. Open the AdWords Express app for Android.
  2. Tap the Menu button menu at the top.
  3. Make sure that the business that you're looking for appears at the top of the "My business" drop-down menu. If not, tap the name of the business, and then tap the Menu button menu again at the top.
  4. Tap Billing.
  5. Tap the Settings tab.
  6. Find the payment method with the "Re-enable payment method" link. Make sure that all the details are correct for this payment method. If needed, call your bank or credit institution to make sure that you can use the payment method in your AdWords Express account.

Note

If you see a message, "This payment method can't be used. Fix it", then click Fix it.

Try it now
iOS
  1. Open the AdWords Express app for iOS.
  2. Tap the Menu button menu at the top.
  3. Make sure that the business that you're looking for appears at the top of the "My business" drop-down menu. If not, tap the name of the business, and then tap the Menu button menu again at the top.
  4. Tap Billing.
  5. Tap the Settings tab.
  6. Find the payment method with the "Re-enable payment method" link. Make sure that all the details are correct for this payment method. If needed, call your bank or credit institution to make sure that you can use the payment method in your AdWords Express account.

Note

If you see a message, "This payment method can't be used. Fix it", then tap Fix it.

Have more questions about AdWords Express?

Contact us via phone or email! We’re here to help.

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