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Fix issues when you send, receive, or transfer money

Use this info to fix common issues in Google Pay when you:
  • Send or receive money.
  • Add or transfer out money.

“Transaction cannot be completed” error

  1. To make sure there are no issues with your account, check payments.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. Learn how to add another 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 reached your sending limits. Learn more about Google Pay 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 must remove one of them.
    • If you added more than 5 payment methods to your payments profile: You must remove one of them.
Tip: Make sure you enter in the correct contact information. You can’t use Google Pay to send money to yourself.

Step 2: Check if the recipient’s account is eligible

Ask the recipient to check that there are no issues with their account. You can send these instructions to the recipient:
  • Check that your Google Pay account is active and has no issues.
    • To make sure there are no issues with your account, check payments.google.com for any Alerts Alert.
  • Check that you installed the new Google Pay app.
  • Check that you turned on the “Help friends find and pay you” setting.
    • 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.
  • Check that they use a phone number in:
    • United States (US)
    • India (IN)

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

Can’t receive money sent to you

  • You don’t 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 receive or claim money someone sent you.
  • You didn’t turn on the “Help friends find and pay you” setting: 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 receive or claim money someone sent you.
  • Your sender is on the old Google Pay app: If so, for this transaction, you get an email with a claim button. To get the money, click the claim button and follow the on-screen instructions.

Can’t transfer out money

  1. Make sure that you’re trying to add money with an eligible form of payment.
  2. Check that you haven’t reached your limits for adding money. Learn more about Google Pay 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 your payment method is associated with more than 5 Google Pay profiles: You must remove one of them.
    • If you added more than 5 payment methods to your payments profile: You must remove one of them.

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

Can’t add money

To add money to your Google Pay balance, you must verify your identity.

When you add money to your Google Pay balance you must:

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.

For more information, you can contact us.

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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