Fix issues when you send, receive, or transfer money

Use this info to fix common issues you can experience when you send or receive money or while you add or transfer out money from Google Pay.

“Transaction cannot be completed” error

If you can't complete a transaction and get the error message, "Transaction cannot be completed," try these steps:

  1. To make sure there are no issues with your account, check pay.google.com for any Alerts Alert.
  2. Make sure that the name and address in your Payment Profile settings matches the info on file with your bank or card issuer.
  3. If your billing info matches, try the transaction again with a different payment method:
  4. Make sure the person you want to send money to doesn't have any issues with their account.
  5. If you still can’t send money, report the issue to our team.

Can't send money

Step 1: Check for issues with your account

  1. Make sure that you send money with an eligible form of payment.
    • If you verified your identity, you can pay with your Google Pay balance.
    • You can’t use credit cards to send money.
  2. Make sure that you have enough balance with the form of payment you want to send money from.
  3. Check that you haven’t hit your sending limits. Learn more about limits.
  4. Make sure that you and the recipient have the new Google Pay app.
  5. Check your payment methods:
    • If your payment method is associated with more than 5 Google Pay profiles, you need to remove one of them.
    • If you added more than 5 payment methods to your payments profile, you need to remove one of them.
Tip: Make sure you enter in the correct contact information. You can't use Google Pay can't to send money to yourself.

Step 2: Check with the recipient if their account is eligible to receive money

Ask the recipient to check that there are no issues with their account. You can send these instructions to the recipient:

  1. Check that your Google Pay account is active and has no issues. To make sure there are no issues with your account, check pay.google.com for any Alerts Alert.
  2. Check that you have the new Google Pay app installed and have the “Help friends find and pay you” setting on.
    • If the recipient doesn't have the Google Pay app installed or the setting on, you can still send them money. The recipient gets an email or text that explains how to download the app and complete the transaction.
  3. Check that they're using a United States (US), Singapore (SG) or India (IN) phone number.
  4. Make sure that your account is below the receiving limit of $25,000 USD.

If the recipient has any issues, have them contact us.

Unable to receive money sent to you

There are several reasons why you might not have received money sent to you:

  • You may not have the new Google Pay app. If you don't have the app, you can still claim the money within 7 days. Check for a text or email with instructions on how to sign in to the new Google Pay app and claim the money.
  • You may not have the “Help friends find and pay you” setting on turned on. If this setting is off, you can still claim the money within 7 days. Check for a text or email with instructions on how to sign in to the new Google Pay app and claim the money.
  • You may have reached your limit for money in Google Pay. The total amount of money allowed in Google Pay is $25,000 USD. Before you can receive more money, you need to transfer out funds. Learn more about limits.
  • It’s possible that the user who tried to send you money is on the old Google Pay app. If so, you'll get an email for this transaction with a claim button. To get the money, press the claim button to follow the on-screen instructions.

Can't transfer out money

You can’t transfer money out to any other payment source.

  1. Make sure that you’re trying to add money with an eligible form of payment.
  2. Check that you haven’t hit your limits for adding money. Learn more about limits.
  3. Make sure that the name and address in your Payment Profile settings matches the info on file with your bank or card issuer.
    • If your billing info matches, try the transaction again with a different payment method. 
  4. Check your payment method:

If you still can’t transfer out your money in Google Pay, report the issue with our team.

Can't add money

  

Pending or delayed transactions

If there's a delay in your money transfer, the transaction may be under review. Some reviews might take up to 5 business days. Learn more about money transfer timelines. You can also contact us for more information.

Tip: Delays can occur when you send money through a bank account. For faster transfers, you can use a debit card or your Google Pay balance.

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