To request a refund or dispute a charge, review the instructions and policies for your product.
Charges for a Google Product or Service
If you need a refund for a Google Product or service, your request must be addressed to the specific product's support team.
1. Request a refund for a Google product or service
Select your product below to view its specific refund policies and instructions:
- Google Play
- YouTube
- Google Store
- Google One
- Subscribe with Google
- Google Workspace
- Google Cloud
- Google Ads
- For any other Google product, search the Google Help Center.
Check your refund status: You will receive a notification by email as soon as a decision has been made on your refund request. To check if your refund was processed
- Sign in to payments.google.com.
- Click your order. If you don’t see it, click View more transactions.
- Under "Status," check if it says Refunded.
Tip: For “Subscribe with Google” refunds, you can check the status of your request online, while logged in to your Google account.
2. Report unauthorized Google charges
If you do not recognize a charge on your Google Payments profile or bank statement that begins with the "GOOGLE*" descriptor:
- Step 1: Confirm with family or friends to ensure they didn't accidentally make the purchase.
- Step 2: Ensure the transaction is no longer pending (you cannot dispute pending temporary holds).
- Step 3: If the charge is finalized and unauthorized, submit an official unauthorized transaction dispute form for a formal review.
Check your refund status: You will receive an email status update on your claim within a few days. You can also check on your claim status online while logged in to your account.
Learn more about how to dispute unauthorized Google Pay transactions.
Charges for 3rd party merchants using Google Pay or Google Wallet
Because Google Pay acts as a secure pass-through and does not hold or process transaction funds, Google cannot directly issue refunds or cancel external subscriptions.
1. Refund process for external purchases (excluding balance in Google Wallet for kids)
Important: This includes transactions from the following:
- Online retail websites or apps using the Google Pay button at checkout
- In-store using tap to pay through Google Wallet on your Android device
- Purchases by your child using a payment card through Google Wallet for kids
- Contact the Merchant First: Reach out directly to the merchant's customer support team to request a refund or cancellation.
- Ask for the ARN / Trace Number: If the merchant approves the refund but you do not see it on your bank statement, ask the merchant for the Acquirer Reference Number (ARN) or trace number and communicate it to your financial institution.
- Contact Your Financial Institution: If you cannot reach a solution with the merchant, contact your bank or credit card company immediately to dispute the charge. Provide them with the transaction date, amount, and as much information as possible.
Check your refund status: It can take 2–4 weeks for a refund to post. Depending on the merchant, it may appear under the date of the refund or backdated to the original transaction date. Approved refunds do not appear in your Google Wallet transaction history; check your bank or card statement directly as refunds are automatically sent back to the original payment method used at checkout (your credit/debit card or bank account).
For refunds related to purchases made when checking out online or in-app with the Google Pay button, learn more about online or in-app refunds.
For refunds related to purchases made in a store with tap to pay on Google Wallet, learn more about refunds for contactless payments.
2. Dispute charges or refund purchases made with a child’s balance in Google Wallet for kids
Important: This includes transactions made by your child using their balance through Google Wallet for kids.
The transaction must be fully posted (takes 1–3 business days) before you can dispute it. Only the Family Manager can dispute duplicate, incorrect, or fraudulent charges on a child's balance. If you are the family manager:
- Log in to your account at wallet.google.com.
- Click Family and select your child's profile.
- Under “Recent Transactions”, select the specific transaction you wish to dispute.
- Tip: If the child has more than 3 transactions, click View more transactions.
- Click Report an issue.
- Next to "Questions about this transaction?", click Dispute.
- Select the correct dispute reason, fill out the required information, and click Submit.
Check your dispute or refund status: As a Family Manager, you will receive an email status update. If you need to submit additional information, reply directly to that email. Refunds are applied to the child’s balance in Google Wallet for kids. If the team needs more than 10 business days to review your request, a temporary credit will be added to your child’s balance. The full investigation may take up to 45 business days. You can check your dispute/refund status by looking at the transaction status on your wallet.google.com account. The status will indicate:
- Dispute in review: The dispute is open and it’s under review.
- Dispute resolved: Investigation is completed and you'll receive an email about the decision.
Learn more about how to dispute charges on a child's balance in Google Wallet.
Disclaimer: The Google Pay Balance Prepaid Visa® Card is issued by Pathward®, N.A., Member FDIC, pursuant to a license from Visa U.S.A. Inc. Card valid only in the U.S. No ATM or Cash Access. Card can be used in stores everywhere contactless Visa debit cards are accepted.