Fix issues when you pay for Google products & services

You might need to fix a problem with your payments profile if you:

  • Have problems when you pay for Google products
  • Get an error message when you add a payment method

Find the error code or error message below that you got in the article and follow the troubleshooting steps.

Tip: This article includes only the most common error codes or error messages. If you can’t find your error code or message below, follow the on-screen instructions or try general troubleshooting steps.

Check if your issuer declined your payment

Your payment issuer may have declined your payment. The payment issuer is the bank that issued your card, the telecom carrier for your carrier billing account, or your eWallet provider.

If you get one of the following error codes or error messages, your issuer may have declined your payment:

  • Error codes:
    • OR-CCSEH-22
    • OR-HDT-14
  • Error messages:
    • “[Your payment issuer] declined your payment.”
    • “Correct this card info or try a different card.”
    • “Transaction declined. Try a different payment method or contact your card’s issuer.”
    • “Your purchase on your [telecom carrier] billing account was declined. Please select a different payment method.”
Troubleshoot payments declined by your issuer

To fix the issue, add or select a different payment method, or try the following:

  • Make sure your payment method is up to date. If it isn’t, update your payment method. Then try your purchase again.
  • To make the purchase, make sure you have enough money in your account.
  • If you still have issues, contact your issuer to check if there’s a problem with your account.

Check if you must verify your payment info or identity at pay.google.com

If you get one of the following error codes or error messages, you may need to verify your payment info or identity:

  • Error codes:
    • BM-CPEC-02
    • OR-CAC-02
    • OR-HDT-09
    • OR-IEH-01
    • OR-IEH-02
  • Error messages:
    • “Your payment was declined due to an issue with your account”
    • “Verify on pay.google.com”
    • “Verify your payment method”
    • “Verify in your Google Account’s payment methods”
    • “Please verify your card information and try again”
    • “For your security, please verify the security code for your card”
Troubleshoot verification issues

To fix the issue, go to pay.google.com and complete the instructions. You may be asked to verify your info with a code or by submitting documents.

Verify your info with a code

Step 1: Request a verification code

  1. Go to pay.google.com.
  2. Sign in to your account.
    • If you have multiple accounts: Sign in to the account with the grayed-out card.
    • If you don’t use pay.google.com: Go to your account’s “Payment methods” page.
  3. Click Payment methods.
  4. Next to the card that says “Verification needed,” click Verify and then Get code.
  5. If none of the cards say “Verification needed,” at the top of the screen, click Alerts.
  6. Click Verify now.

Step 2: Find & input your verification code

  1. You can find a temporary charge 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. Sometimes, it can take up to 7 days.
    • The hold on your account is temporary. In a couple of days, the deposit is removed from your account as a debit.
  2. To complete verification:
    1. Return to your account.
    2. Enter the 6-digit code.

Verify your info with documents

Use the link in the verification request to:

  • Verify your identity or payment method.
  • Find a list of accepted documents and instructions.

Make sure your documents:

  • Use the same full name across all documentation that you submit
  • Are current and not expired
  • Are clearly legible

Make sure any image that you upload:

  • Is an image of a document and not anything else
  • Is readable
  • Is in color, not in black and white
  • Doesn’t have blur, glare, or dim lighting
  • Shows the full document with all 4 corners

Tips:

  • Make sure your name, address, and payment info are up to date at pay.google.com.
  • After you submit your documents, verification may take a few days.

Check if you should contact Google support

If you get one of the following error codes or error messages, you may need to contact Google support:

  • Error codes:
    • OR-BAIH-01
    • OR-BAIH-08
    • OR-BAIH-09
    • OR-BAIH-10
    • OR-CAC-01
    • OR-CAC-05
    • OR_CCR_68
    • OR-CCSEH-05
    • OR-CCSEH-21
    • OR-CCSEH-23
    • OR-CCSEH-24
    • OR-CUSEH-02
    • OR-HDT-16
    • OR-REH-04
    • OR-TAPSH-08
  • Error messages:
    • “Your request failed”
    • “We couldn’t complete this action”
Troubleshoot error codes

To fix the issue, select a different payment method or try the following:

  1. Wait for 2 days.
  2. Try to make the payment again.
  3. If you still get an error, contact Google support.

Other payment method issues

“You have attempted this transaction too many times”

If you get this error message, it means that your card issuer only allows a limited number of declined payment attempts within a certain time.

To fix the issue, use a different payment method or:

  • Try again in 60 minutes.
  • Contact your card issuer.
“This transaction couldn’t be completed. Contact your Google Workspace administrator to fix it”

If you buy a Google product or service and get this error message, it means that your company or school set up your account.

To resolve this issue, 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
“Unable to complete transaction: Expired card”

If you get this error message, your card is expired. Use a different payment method or update your payment method.

Card is grayed out & is ineligible

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

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

“Your transaction cannot be completed” & general troubleshooting steps

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 a different payment method.
  • Check whether the billing address for your payment method, such as a credit card, matches the address in your Google Pay settings.
    • If they don’t match: Update your address on pay.google.com. Then try the transaction again.
  • Wait for 2 days. Then try to make the payment again.
  • If you’re on an app: Try to pay on the product website instead.
  • If you’re on the website: Try the app.
  • If you buy on Google Play: For suggestions, go to Fix payment issues on your account.
  • If you use the guest checkout on the Google Store: Sign in to your Google Account.
  • If you use an eligible Android phone and pay by credit card: Set up a payment method for contactless transactions.
  • If you pay with a credit card: Contact your bank or financial institution about this transaction.

Contact us for help

If you still have trouble, contact support for your Google product:

Need more help?

Sign in for additional support options to quickly solve your issue

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