Fix payment issues for Google products & services

Learn how to troubleshoot payment error messages. This page also has contact info for different Google Product support teams.

Troubleshoot payment error messages

Important: If you have problems when you try to pay for Google products or you get one of these error messages, you might need to fix a problem with your Payments profile.

"Your transaction can't be completed"

If you’re asked to provide more info after you get this message, follow the on-screen instructions. If you’re not asked for more info, try the following steps:

  1. Try a different payment method.
  2. Check if the billing address for your payment method, like a credit card, matches the address in your Google Pay settings. If they don't match, update your address on pay.google.com and try the transaction again.

These steps may help based on how you want to make your purchase.

  • If your purchase is on an app: Try to pay on the product website instead. If you’re on the website, try the app.
  • If your purchase is on Google Play: For suggestions, check “Fix payment issues on your account.”
  • If you want to use guest checkout on the Google Store: Sign in to your Google Account. If you don’t have one, create an account.
  • If you're on an eligible Android phone and want to pay with a credit card: Set up a payment method for contactless transactions.
  • If you want to pay with a credit card: Contact your bank or financial institution about this transaction.
"Unable to complete transaction: expired card"

Make sure your payment method is up to date. If it isn’t, update it in Google Pay.

"Unable to complete transaction. Please use another form of payment."

Important: These steps also apply if you get the error message "Your payment didn't go through. Please try a different payment method or try again later."

  1. Make sure your payment method is up to date. If it isn’t, update it in Google Pay. Then try your purchase again.
  2. Make sure you have enough money in your account to make the purchase.
  3. If you still have issues, contact your bank to check if there’s a problem with your account.
  4. Try to make the purchase again with a different payment method.

"Your payment was declined due to an issue with your account"

If you get this message, it might be because:

  • We saw a suspicious transaction on your Payments profile.
  • We need more information to protect your account against fraud.
  • We need more information to comply with EU law (European customers only).
  1. Go to pay.google.com.
  2. Take action on any alerts or requests.
  3. Make sure your name, address, and payment information are up to date.

"Unable to process payment: low card balance"

You might not have enough funds in your account to make the payment. Check your account balance or contact your bank.

"Can't redeem your gift card due to an issue with your account"

  1. Go to pay.google.com.
  2. Take action on any alerts or requests.
  3. Make sure your name, address, and payment information are up to date.

"This transaction couldn't be completed. Contact your Google Workspace administrator to fix it"

If you try to buy a Google product or service and get this error, it means your account was set up by your company or school. To resolve this issue, you need to contact your Google Workspace administrator.

Tip: If you're an administrator, learn how to fix the billing issue.

Find your administrator

Your administrator might be:

  • Someone in your IT department or Help desk at a company or school
  • The person who manages your email service or website
  • The person who gave you your username

Ineligible or grayed-out credit or debit card

Card is grayed out and needs verification

If your card is grayed out and the message says “verify on pay.google.com,” or “verify in your Google Account’s payment methods,” your card was reported as stolen. You must verify the card before you can use it again:

  1. Go to pay.google.com and sign into your account.
    • If you have multiple accounts, sign into the account with the grayed-out card.
    • If you don’t use pay.google.com, go to your account’s "Payment methods" page.
  2. Click Payment methods.
  3. Next to the card that says “Verification needed,” click Verify and then Get code.
  4. You’ll find a temporary hold of less than $1.95 USD on your card statement called "GOOGLE." The verification code is the last 6 digits.
    • You should get the code right away, but it can take up to 7 days to get the code. 
  5. To complete verification, return to your account and enter the 6-digit code.

Card is grayed out and is ineligible

If your card is grayed out and you get a message that your card is ineligible, you won’t be able to use this card for this purchase. Try to make the purchase again with a different card.

If the card you want to use isn’t listed, follow the instructions on the screen to add a new card.

Contact the support team

If you need help with purchases made with Google Pay for Google products such as Google Play or YouTube, you can contact that product's support team. 

 

Product and issue Where to get help?
Unauthorized or Unrecognized charge for any Google Product Dispute a transaction

Google Play

  • Get help with in-app purchases
  • Request refunds for purchases

 

Google Play help

YouTube

  • Get help with YouTube Premium and YouTube billing questions

 

YouTube product help

Google Store

  • Get help with purchases made on Google Store

 

Google Store help

Google One

  • Get help with your Google One subscription

 

Google One help

Google Fi

  • Billing and account management
  • Troubleshoot Google Fi

 

Google Fi help

 

Cancel a payment or subscription 

If you cancel a subscription, any payments you already made won't be refunded. Cancellations can't be undone but you can resubscribe.

Need more help?

Sign in for additional support options to quickly solve your issue

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