Pay with Google Wallet

With Google Consumer Surveys, you prepay for survey responses using Google Wallet after you've created your survey and submitted it for review.

Common questions and troubleshooting

How can I change my Wallet payment information?

You can edit your payment or billing address information at any time. Note that if you are an Android buyer, you must login to your Google Wallet account on a laptop/desktop computer (and not on a mobile/Tablet) using your Google Wallet account login and personal password to edit/delete your card details.

Add a Card

  1. Sign in to your account at https://wallet.google.com/manage.
  2. Click Payment methods along the left side of the page.
  3. Enter your credit/debit card details and billing address after clicking on New card. Once you've made the desired updates, click Save.
    • If you'd like to use this card as your default payment method, click Set as default next to the card.

Update a Card

  1. Sign in to your account at https://wallet.google.com/manage.
  2. Click Payment methods along the left side of the page.
  3. Click Edit next to the card information you would like to change. Once you've made the desired updates, click Save.
    • If you'd like to use this card as your default payment method, click Set as default next to the card.
  4. Click Save.

Delete a Card

  1. Sign in to your account at https://wallet.google.com/manage.
  2. Click Payment methods along the left side of the page.
  3. Click delete next to the card information that you'd like to remove.
Does Google Wallet accept international credit cards?

If a seller doesn't accept payments from a country, you'll see a message in a yellow box on the Secure Wallet with Google page. You won't be able to place the order with the card on that seller's site.

Accepting credit/debit cards from various countries is determined by the seller. If you believe they have excluded credit/debit cards from your location in error, please contact the seller directly.

If you have a credit/debit card issued in a different country, you can add additional cards to your Google Wallet account at any time.

When should I expect charges?

Once you place an order, charges generally post to your credit/debit card within a few days. Check your receipt in the Transactions section of your account to see if your card has been charged or the exact date your credit/debit card was charged for your purchase.

Please note, if you cancelled your order within the first 15 minutes, rest assured that your credit/debit card has not been charged. Any line items on your statement are only authorizations.

What happens if my card is declined?

If you place an order using a Google Wallet account, you'll receive an automatic email from Google notifying you if there is a failed charge. You must sign in to your Google Wallet account and update your payment information within seven days.

Once signed in, you can:
  • Try to pay with your default card
  • Pay with another card
  • Update the billing address or expiration date on your default card
  • Add a new card

If your payment information is not updated within seven days after the card declines, your order will automatically be cancelled.

Note: Updating payment information will result in any previously declined orders being charged to the new/updated card.

Once you successfully update your payment information, you can review the status of your order by signing into your account.

If your credit/debit card was declined, consider the following issues that users often encounter when making purchases online:

  • Enter the entire card number without any spaces or dashes
  • Verify your card hasn't expired, and enter the correct expiration date
  • Enter the correct Card Verification Code (CVC)
    • Google Wallet only sends CVC information to your bank for the initial authorization of your card. To ensure the security of your credit card information, Google does not store your CVC and it will not be sent for all other authorizations.
  • Confirm the billing address listed in your Google Wallet account matches the billing address that appears on your credit/debit card statement

If you're not able to correct the problem after double-checking and re-entering all of your information, we suggest contacting your credit/debit card-issuer for more information. Once you successfully update your payment information, the seller can charge and fulfill your order. Review the status of your order and confirm your card was successfully updated by signing into your account at https://wallet.google.com/manage

If you place an order as a Google Wallet guest and your credit/debit card declines, your order will automatically be cancelled. If you'd still like to complete the transaction, please place a new order.

How do I cancel an order?

If you believe you were charged for an order you cancelled, please verify that your order was cancelled in your Google Wallet account. Here's how:

  1. Sign in to your account at https://wallet.google.com/manage.
  2. On the Transactions page, click View Order next to the order containing the item you'd like to review.
  3. If your order has been cancelled, the order details should read Your order has been cancelled.

If your order has been cancelled, the pending amount that you've noticed on your credit/debit card statement is only an authorization, not an actual charge.

What happens if the bank declines my refund?

Refunds are automatically returned to the credit/debit card used at the time of purchase. If your bank declines our refund:

  • Contact your card issuing bank to determine the reason for the decline
  • Sign in to Google Wallet and update your credit/debit card
Will I see authorization requests from Google Wallet?

Authorizations occur between our billing system and your bank's billing system to ensure that the card is valid and the necessary funds are available in your account before the order is charged. If the order has been cancelled, the pending authorization will not result in a charge.

You may also notice a $1.00 transaction from Google, which is actually a pending authorization request between our billing system and the bank that issued your credit or debit card, so you won't end up paying the extra $1.00.

When you check your bank account or credit card statement, payment authorizations are often listed as "pending." These transactions might remain in your account between 1-14 business days, depending on your card-issuing bank. Please keep in mind they are authorization requests only, not actual charges.

You may contact your bank to confirm the charge for your purchase with Google or to check on the authorization status.

Be advised that these charges may be filed under the name GOOGLE GOOGLE.COM/CH.

Note: Authorization requests are sent each time you update a card. When using a gift card, ensure that there are sufficient funds on it to cover both the authorization as well as the cost of the item being purchased.

Why do I see a duplicate charge?

While it may appear that you've been charged twice for an order, the pending item you noticed on your bank statement is actually an authorization. Authorizations are the initial communication between our billing system and the bank's billing system.

While you may see multiple pending listings in your account, only one charge will be deducted after the authorization is completed. When this final deduction occurs, the charge will be posted to your account as successful. Google will not bill an account until we receive an approved authorization from the bank.

Why is the Google Wallet button greyed out?

If you come across a grey or inactive Google Wallet button, our service may be unavailable for one or more of the items you're purchasing.

Sellers may grey-out Google Wallet buttons for products that are out of stock, on pre-order, or restricted by our content policies. If you believe the seller has restricted the Google Wallet service in error, we recommend contacting them directly for additional details.

 

Still need more help? Feel free to contact Google Wallet.

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