Requesting refunds

 

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OOO Google (Google Russia) filed for bankruptcy in Russia in June 2022 and is no longer operating. On 18 October 2023, the bankruptcy court announced the start of the liquidation phase of Google Russia’s bankruptcy proceedings. During this phase, a court-appointed liquidator will manage Google Russia and its liquidation.

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Note: Only users with Admin access can cancel their accounts to request a refund. If you don't have Admin access, you will not see Cancel my account under "Account status" in your preferences. Users with Standard access should contact an Admin user to cancel their accounts.

How refunds work

You can request a refund of account credit by canceling your Google Ads account. We'll automatically initiate a refund to your bank account or credit card associated with your Google Ads account.

Processing time: 2 weeks for Google to process, and additional time for your credit card company to process.

Reasons a refund might not be available

We don't offer refunds in these cases:

  • You have money left over in your account from a promotional code.
  • Your account is still active.
  • You have an outstanding balance that you still need to pay.

Frequently Asked Questions

How do I check to see if there is balance left in my account?

To see if you have credit in your account or an outstanding balance that needs to be paid, follow these steps:

Note: The instructions below are part of the new design for the Google Ads user experience. To use the previous design, click the "Appearance" icon, and select Use previous design. If you're using the previous version of Google Ads, review the Quick reference map or use the Search bar in the top navigation panel of Google Ads to find the page you’re searching for.
  1. In your Google Ads account, click the Billing icon Billing Icon.
  2. Click Summary.
  3. If you have credit, it will be shown in the current month equation as “You have a credit” for customers on automatic payments or as “Available funds” for customers on manual payments. If you have an outstanding balance, it will be shown as "Current balance".
How do I cancel my account to request a refund?

To cancel your Google Ads account:

Note: The instructions below are part of the new design for the Google Ads user experience. To use the previous design, click the "Appearance" icon, and select Use previous design. If you're using the previous version of Google Ads, review the Quick reference map or use the Search bar in the top navigation panel of Google Ads to find the page you’re searching for.
  1. In your Google Ads account, click the Admin icon Admin Icon, click Preferences.
  2. Click the Account Status section to expand it.
  3. Click Cancel my account.
    • Reminder: only users with Admin access can cancel their accounts to request a refund. If you don't have Admin access, you will not see Cancel my account under "Account status" in your preferences.

Your account status will change to "Cancelled."

If you change your mind, you can reactivate your account by signing in and following the prompts. Then update your payment information and make a payment to start running your ads again.

What do I do if I can’t cancel my account?
If you can’t change your account from active to cancelled, read our article about cancelling your account.
How long does it usually take to get a refund?
Refunds typically take up to 2 weeks for us to process, and it can take an additional 10 business days for your bank or credit card company to credit the refund to your account, depending on their own processes.
What if it takes longer?
If you've waited longer than 4 weeks, please contact us.
Can I cancel my refund request?
You can cancel your refund request if we haven't sent you a confirmation email about your refund. Just reactivate your account.
We are experiencing payment disruptions at the moment so refunds may be delayed. We apologize for the inconvenience. 
Note: Only users with Admin access can cancel their accounts to request a refund. If you don't have Admin access, you will not see Cancel my account under "Account status" in your preferences. Users with Standard access should contact an Admin user to cancel their accounts.

How refunds work

You can request a refund of account credit by canceling your Google Ads account. We'll automatically initiate a refund to your bank account or credit card associated with your Google Ads account.

Processing time: Refunds take 2 weeks for Google to process, and additional time for your credit card company to process.

  • If you paid by bank card, WebMoney (via Assist), Qiwi, or Yandex.Money directly from your Google Ads account, the refund will automatically be applied to your card or your WebMoney, Qiwi, or Yandex.Money wallet.
  • If you paid by money transfer or Yandex.Money via Assist, we'll need your bank account details to process the refund. For technical reasons, we can't refund money back to a Yandex.Money wallet (via Assist). Follow the instructions below to send us details of the bank account where you want the refund sent.

Reasons a refund might not be available

We don't offer refunds in these cases:

  • You have money left over in your account from a promotional code.
  • Your account is still active.
  • You have an outstanding balance that you still need to pay.

Frequently Asked Questions

How do I check to see if there is balance left in my account?

To see if you have credit in your account or an outstanding balance that needs to be paid, follow these steps:

Note: The instructions below are part of the new design for the Google Ads user experience. To use the previous design, click the "Appearance" icon, and select Use previous design. If you're using the previous version of Google Ads, review the Quick reference map or use the Search bar in the top navigation panel of Google Ads to find the page you’re searching for.
  1. In your Google Ads account, click the Billing icon Billing Icon.
  2. Click Summary.
  3. If you have credit, it will be shown in the current month equation as “You have a credit” for customers on automatic payments or as “Available funds” for customers on manual payments. If you have an outstanding balance, it will be shown as "Current balance".
How do I cancel my account to request a refund?

To cancel your Google Ads account:

Note: The instructions below are part of the new design for the Google Ads user experience. To use the previous design, click the "Appearance" icon, and select Use previous design. If you're using the previous version of Google Ads, review the Quick reference map or use the Search bar in the top navigation panel of Google Ads to find the page you’re searching for.
  1. In your Google Ads account, click the Admin icon Admin Icon.
  2. Click Preferences.
  3. Click the Account Status section to expand it.
  4. Click Cancel my account.
    • Reminder: only users with Admin access can cancel their accounts to request a refund. If you don't have Admin access, you will not see Cancel my account under "Account status" in your preferences.

Your account status will change to "Cancelled."

If you change your mind, you can reactivate your account by signing in and following the prompts. Then update your payment information and make a payment to start running your ads again.

What do I do if I can’t cancel my account?
If you can’t change your account from active to cancelled, read our article about cancelling your account.
How long does it usually take to get a refund?
Refunds typically take up to 2 weeks for us to process, and it can take an additional 10 business days for your bank or credit card company to credit the refund to your account, depending on their own processes.
What if it takes longer?

If you've waited longer than 6 weeks, please contact us

Can I cancel my refund request?
You can cancel your refund request if we haven't sent you a confirmation email about your refund. Just reactivate your account.
How do I send my bank account information?
Note: The instructions below are part of the new design for the Google Ads user experience. To use the previous design, click the "Appearance" icon, and select Use previous design. If you're using the previous version of Google Ads, review the Quick reference map or use the Search bar in the top navigation panel of Google Ads to find the page you’re searching for.

Step 1 - To enter your bank account information:

  1. In your Google Ads account, click the Billing icon Billing Icon.
  2. Click Summary.
  3. A red banner at the top of the page will indicate you have canceled your Google Ads account. Click the link to Complete your refund.
  4. On the following page, enter your bank details (contact your bank for any information you don't have):
    • Bank account holder name (If the account belongs to a private person, enter the full name with patronymic; if it's a corporate account, enter the full name of the organization.)
    • Bank code (BIC)
    • Bank account number
    • Beneficiary tax ID (INN)
  5. Click Save

Step 2 - After entering your information in your Google Ads account, fill out the refund request form and fax it to us. The form can be found on the bank information page from Step 1. Here's how to find and complete it:

  1. In your Google Ads account, click the Billing icon Billing Icon.
  2. Click Summary.
  3. In the red banner at the top of the page, click the link to Complete your refund.
  4. The link will take you to a refund request form. Print the form, fill it out, and sign it.
  5. Fax the form to us at the number provided on the form.

These fax numbers are only for receiving bank information, and our payment processors will not respond to any questions sent with your information.

Note: Only users with Admin access can cancel their accounts to request a refund. If you don't have Admin access, you will not see Cancel my account under "Account status" in your preferences. Users with Standard access should contact an Admin user to cancel their accounts.

How refunds work

You can request a refund of account credit by canceling your Google Ads account. We'll automatically initiate a refund to your bank account or credit card associated with your Google Ads account.

Note: Only users with Admin access can cancel their accounts to request a refund. If you don't have Admin access, you will not see Cancel my account under "Account status" in your preferences. Users with Standard access should contact an Admin user to cancel their accounts.

How refunds work

You can request a refund of account credit by canceling your Google Ads account. We'll automatically initiate a refund to your bank account or credit card associated with your Google Ads account.  Note that if the payment method in your account can’t be refunded, you may be prompted to change the payment method or complete a form with your bank details to receive the refund.

Processing time: 2 weeks for Google to process, and additional time for your credit card company to process.

If you paid by money transfer, we'll ask for your bank account details to process the refund. Instructions for how to send us your account information can be found below.

Processing time: 90 days for Google to process, and additional time for your credit card company to process, according to their own proceedings.

Reasons a refund might be on hold

To protect Google Ads' environment, your refund may be put on hold while your identity is verified. To check if your refund is on hold, visit your Billing summary page and look for an alert (for example, a red banner) requesting you to complete verification.

The information you submit in the identity verification flow will be reviewed in 2 days and you will receive an email (sent to the primary payments contact of your account) confirming the result. Upon confirmation of a successful identity verification your refund will be released immediately.

You can request a refund of account credit by canceling your Google Ads account. If you made payments by credit card, we'll automatically initiate a refund to the credit card associated with your Google Ads account. If you had the option to pay by bank transfer, bank deposit, or cash in Oxxo and 7Eleven stores, we'll need your bank account details to process the refund. Instructions for how to send us your account information can be found below.

Processing time: For credit cards, refunds take 2 weeks for Google to process, and additional time for your credit card company to process. For bank transfer, bank deposit, or cash in Oxxo and 7Eleven stores, refunds take approximately 4 weeks.

Note: Only users with Admin access can cancel their accounts to request a refund. If you don't have Admin access, you will not see Cancel my account under "Account status" in your preferences. Users with Standard access should contact an Admin user to cancel their accounts.

How refunds work

You can request a refund of account credit by canceling your Google Ads account. If you made payments by credit card, we'll automatically initiate a refund to the credit card associated with your Google Ads account. If you paid by bank transfer through Banelco or PagoMisCuentas.com, we'll need your bank account details to process the refund. Instructions for how to send us your account information can be found below.

Processing time: For credit cards, refunds take 2 weeks for Google to process, and additional time for your credit card company to process. For Banelco and PagoMisCuentas.com, refunds take approximately 4 weeks.

Reasons a refund might not be available

Refunds are not issued if:

  • You have money left over in your account from a promotional code.
  • Your account is still active.
  • You have an outstanding balance that you still need to pay.

Frequently Asked Questions

How do I check to see if there is balance left in my account?

To see if you have credit in your account or an outstanding balance that needs to be paid, follow these steps:

Note: The instructions below are part of the new design for the Google Ads user experience. To use the previous design, click the "Appearance" icon, and select Use previous design. If you're using the previous version of Google Ads, review the Quick reference map or use the Search bar in the top navigation panel of Google Ads to find the page you’re searching for.
  1. In your Google Ads account, click the Billing icon Billing Icon.
  2. Click Summary.
  3. If you have credit, it will be shown in the current month equation as “You have a credit” for customers on automatic payments or as “Available funds” for customers on manual payments. If you have an outstanding balance, it will be shown as "Current balance".
How do I cancel my account to request a refund?

To cancel your Google Ads account:

Note: The instructions below are part of the new design for the Google Ads user experience. To use the previous design, click the "Appearance" icon, and select Use previous design. If you're using the previous version of Google Ads, review the Quick reference map or use the Search bar in the top navigation panel of Google Ads to find the page you’re searching for.
  1. In your Google Ads account, click the Admin icon Admin Icon.
  2. Click Preferences.
  3. Click the Account Status section to expand it.
  4. Click Cancel my account.
    • Reminder: only users with Admin access can cancel their accounts to request a refund. If you don't have Admin access, you will not see Cancel my account under "Account status" in your preferences.

Your account status will change to "Cancelled."

If you change your mind, you can reactivate your account by signing in and following the prompts. Then update your payment information and make a payment to start running your ads again.

What do I do if I can’t cancel my account?
If you can’t change your account from active to cancelled, read our article about cancelling your account.
How long does it usually take to get a refund?
Refunds typically take up to 2 weeks for us to process, but can take up to 10 weeks if you paid by bank account outside Israel, the U.K., or the U.S. In Israel, the U.K., and the U.S., it can still take an additional 10 business days for your bank or credit card company to credit the refund to your account, depending on their own processes.
What if it takes longer?

If you've waited longer than 12 weeks, please contact us.

Can I cancel my refund request?
You can cancel your refund request if we haven't sent you a confirmation email about your refund. Just reactivate your account.

Reasons a refund might not be available

Refunds are not issued if:

  • You have money left over in your account from a promotional code.
  • Your account is still active.
  • You have an outstanding balance that you still need to pay.

Frequently Asked Questions

How do I check to see if there is balance left in my account?

To see if you have credit in your account or an outstanding balance that needs to be paid, follow these steps:

Note: The instructions below are part of the new design for the Google Ads user experience. To use the previous design, click the "Appearance" icon, and select Use previous design. If you're using the previous version of Google Ads, review the Quick reference map or use the Search bar in the top navigation panel of Google Ads to find the page you’re searching for.
  1. In your Google Ads account, click the Billing icon Billing Icon.
  2. Click Summary.
  3. If you have credit, it will be shown in the current month equation as “You have a credit” for customers on automatic payments or as “Available funds” for customers on manual payments. If you have an outstanding balance, it will be shown as "Current balance".
How do I cancel my account to request a refund?

To cancel your Google Ads account:

  1. In your Google Ads account, click the Admin icon Admin Icon.
  2. Click Preferences.
  3. Click the Account Status section to expand it.
  4. Click Cancel my account.
    • Reminder: only users with Admin access can cancel their accounts to request a refund. If you don't have Admin access, you will not see Cancel my account under "Account status" in your preferences.

Your account status will change to "Cancelled."

If you change your mind, you can reactivate your account by signing in and following the prompts. Then update your payment information and make a payment to start running your ads again.

What do I do if I can’t cancel my account?
If you can’t change your account from active to cancelled, read our article about cancelling your account.
How long does it usually take to get a refund?
Refunds typically take up to 90 days for us to process. It can still take an additional 10 business days for your bank to credit the refund to your account, depending on their own processes.
What if it takes longer?

If you've waited longer than 14 weeks, please contact us.

Can I cancel my refund request?
You can cancel your refund request if we haven't sent you a confirmation email about your refund. Just reactivate your account.
Sending us your bank account information

If you didn't provide your bank account details when you canceled your account, we'll need the following from you (contact your bank for any information you don't have):

  • Google Ads Customer ID
  • Name on the bank account
  • Bank account number
  • Branch code
  • Bank code
  • Bank address
  • Bank swift code
  • Your signature

Next, fax this information to one of our payment processors in the U.S. or Ireland:

When dialing the Dublin number, here are a few tips to make your fax successful:

  • The "+" in the fax number prefix represents the digits required to make an international call from your country. Many countries, including the UK, use "00". Check with your phone service if you don't know the international dial code in your country. The "353" in the prefix is required to route your call to Ireland.
  • To reach the fax number, dial the appropriate digits for "+" in your country. Then, dial 353 1 633 5884. (Don't dial "0" before the "1".)
  • If you're located within Ireland, dial 01-633-5884.
  • If you're located outside Ireland:
  • U.S. headquarters at +1 650 653 2520
  • Non-U.S. headquarters in Dublin, Ireland, at +353 1 633 5884

These fax numbers are only for receiving bank information, and our payment processors will not respond to any questions sent with your information.

 

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