Get help with payment issues for Google One storage

You can troubleshoot payment issues with your Google One plan due to regional restrictions, banking issues specific to your country, or issues with storage space.

Use another payment method

If possible, try using a different payment method.

  1. On your computer, go to your Google Play account.
  2. Click Add a payment method.
  3. Follow the on-screen instructions.
  4. The new payment method is added to your Google Account.
Change your billing home country

Important: You can’t change a legal country or region associated with your current payments profile. If you moved, are traveling, or have temporary residence in another country, you must create a new payments profile. Learn more about payments profile

If you create a new profile, it won't affect payments for your current services. To pay for any new products or services you purchase in your new country, you must use your new profile. 

To create a new profile:

  1. Sign in to Settings.
  2. Under "Payments profile," next to "Country," click Edit Edit.
  3. From the message that opens, click Create new profile and then Continue.
  4. Choose the country to associate with the new payments profile.
  5. Enter the address information.
  6. Click Submit.
Clean up storage space

If you can't change your payment method or billing home country or region, it’s important to know what happens when you go over your storage limit.

All your files stay safe, but you can’t store anything new. For example:

  • Gmail: You can’t send or receive messages. Messages sent to you are returned to the sender.
  • Google Drive:
    • You can’t sync or upload new files.
    • Syncs stop between your computer's Google Drive folder and My Drive.
    • You can’t create new files in:
      • Google Docs
      • Sheets
      • Slides
      • Drawings
      • Forms
      • Jamboard
    • Until you reduce the amount of storage you use, no one can edit or copy your files.
  • Google Photos: You can’t back up any photos or videos. If you want to add more photos and videos, you can clean up Google storage space or buy more Google storage.

Clean up storage space

Learn how to manage space on Google Drive.

Use the Storage Manager

You can clear storage space in your account through Google One.

  1. On your computer, go to Google One.
  2. Click Storage.
  3. Under "Get your space back," click Free up account storage.
  4. Under "Clean up suggested items" or "Clean up by service," click a category or service you want to review.
  5. Select the files to delete. You can also click the file to view.
    • Based on the file type, you might be able to change how you sort and filter your results.
      • To review different files: At the top, select a category you want to review.
      • To sort files by file attributes: At the top right, click Sort .
      • To change your layout: At the top right, choose to review files in a list or in a grid .
    • For Google Photos, to save files locally before you remove them from your Google Account, click Download.
  6. After you select your files, at the top right, click Delete.
    • For Photos, click Move to trash.
  7. To confirm, read the consent wording.
  8. To continue, check the box.
  9. To delete selected files, click Permanently delete.
    • For Photos, click Move to trash.
Clean up space in Google Drive, Gmail & Google Photos
Important: Files in trash are automatically deleted after 30 days. Before the time window closes, you can restore your files. After the 30-day window, you may lose those files permanently.
To delete your Google Drive, Gmail, or Google Photos files and make space available, move them to the trash and then empty your trash. If you delete, restore, or permanently delete multiple files or folders at once, it might take time for the changes to take effect.
Download your Google data
If you can't get under the 15 GB of storage that comes with your Google Account, you can export and download your Google data. Learn how to download your Google data.

Get help with storage issues

When your subscription cancels and you run out of storage
All your files stay safe, but you can't store anything new. Learn what happens if you run out of space.
If you go over your storage limit
You have 2 years to download your data or move it to another service before any files or data are deleted.
Delete items to get more storage
To find items that you may want to delete, you can go to Google One Storage Manager.
Download your data to delete enough files

You can download all your data from products through the Download your data tool. Learn how to download your Google data.

If you're already over your storage quota and choose the option to Send download link via email, use an alternative email address to ensure delivery.

Once you download your data, you may find it easier to delete enough files to ensure you can send and receive email again.

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