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Resolve credit card decline

If one of your automatic payments is declined, we'll notify you in two ways: by email to the account associated with your Google Fiber account and by displaying an alert at the top of the window when you sign into Fiber.

Alert messages

Alert messages in your Fiber account describe the issue or issues preventing your credit or debit card from processing your Fiber payment. There are many common reasons an automatic payment may be declined, many of which you can resolve directly from the alert.

You can resolve billing alerts in the following ways:

  • When you click on an alert message, a related banner appears at the top of your account page. If the issue is related to your outstanding balance, the only option is to pay your outstanding balance in full.

  • If you prefer to split payments across two payment methods, click Manage Bill on your Account page; then click Make a Payment. Enter the amount you want to pay, and click Make a Payment. Repeat these steps to make your second payment. Please note: Overdue charges from all Google products associated with the second payment method may be charged at this point.

To learn the most common reasons for declined payments, see the sections that follow.

Your credit card has insufficient funds

If you receive a notification that your credit card has insufficient funds, make a payment to your credit card for at least the amount of your monthly Fiber charge. Our system will automatically retry charging your account within the next 24 hours. If the second payment attempt is unsuccessful, we'll email you another notification to contact Google Fiber customer support to discuss your account.

Your credit card has limitations

If you're not sure why your payment was declined, we suggest you contact your credit card company. Common reasons for charges being declined due to credit card limitations include:

  • Your credit card limit was reached (insufficient funds): Check your credit limit. You might have reached your daily or total credit card limit on the day we tried to charge your card. If this is the case, you can:

    • Contact your credit card company and request a credit limit increase.
    • Add a card with a higher limit to your Fiber account and make it the primary payment method.

      If neither solution is possible, contact Google Fiber customer support for help. To prevent Fiber service from being interrupted in the future, make sure that your credit card has enough available credit to cover the monthly charge.

  • The charge exceeded the maximum amount allowed for a single charge: Check the maximum amount your card can be charged for a single transaction. If the declined charge in your Fiber account is higher than this amount, you can:

    • Contact your credit card company and request a credit limit increase.
    • Add a card with a higher limit to your Fiber account and make it the primary payment method.

      If neither solution is possible, contact Google Fiber customer support and we'll help you 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 have reached this amount, you can make a payment with a different credit card or contact your credit card company or bank to request a higher number of transactions per period.

  • Your card does not accept charges from an online source: Make sure your card allows online transactions. If it does not, you can talk to your credit card company about allowing Fiber charges. If they will not allow Fiber to charge your card, you can specify a different card as your primary payment method.

  • Your card does not allow automated billing: Ask your credit card company if they allow automated billing, or specify a different card as your primary payment method.

  • Your payment method can't be used: If this alert message appears - "Your payment method can't be used: your bank or credit institution will block any further payment attempts to your account originating from Google." - then:

    • You won't be able to re-enable the form of payment or make any edits to the existing credit card.
    • We won't charge a credit card associated with this alert message.
    • You'll need to add a new credit card (or pre-paid card) and remove the original card on file.
    • If a form of payment can't be used for charging, the system won't allow it to be set as primary or backup.
Your credit card information is incorrect

Sign in to your Fiber account, click Manage Bill, and check to be sure your payment method information is correct. Common issues include:

  • Incorrect expiration date: If your card is not expired, correct the expiration date. On your Account page, click Manage Bill; then click Manage Payment Methods. Click Edit on the card that requires a correction, make the change, and then click Save.

  • If your credit card has expired, add a valid credit card to your account as your primary payment method.

  • Incorrect credit card number: Correct the credit card number on your billing page.

  • Incorrect billing address or phone number: Make sure that the telephone number and billing address on your profile match the information your card company has. (You can access your profile by clicking Manage Profile on your Account page. Either update these details on your billing settings page, or contact your credit card company to change the address or phone number associated with your credit card.

Ensure uninterrupted service

If your credit or debit card payment is declined, your account will be considered delinquent, and your service will be suspended if you do not pay your outstanding balance within 40 days. Learn how to pay your outstanding balance.

Add a back-up payment method to your Fiber account in case your automatic payment is declined in the future. We will attempt to charge your back-up credit card if your primary payment method fails, to ensure that your service is not interrupted.

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