To avoid losing access to your Google Play balance, you must enter your CPF, date of birth, and address.
- Go to Google Pay.
- Sign in to the account associated with the gift card you would to redeem.
- Scroll to Brazil Tax info, and click Edit
.
- Enter your CPF. If it’s already entered, remove, then re-enter again.
- Enter your date of birth with the slashes (dd/mm/yyyy).
- Click Verify
Save.
- To redeem your gift card, go to play.google.com/redeem.
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Save.If you can’t confirm your CPF or your date of birth, refer to the troubleshooting section below.
Fix CPF issues
If you want to change your name in Payments Profile due to a legal change such as gender reassignment, marriage, or divorce, contact our support team.
If you want to verify your account for the first time, try these troubleshooting steps:
If you get the error message “We are unable to verify your CPF & date of birth at this time” when you enter your CPF and date of birth:
- Check your CPF status at Receita Federal:
- CPFs in “Regular” status are accepted.
- CPFs in “Pending” status aren’t accepted.
- Check if your date of birth matches the Receita Federal records.
- Confirm if your date of birth is in the correct format for your language:
- DD/MM/YYYY
- MM/DD/YYYY
If you don’t enter your data correctly, and you get a CPF or date input error message “CPF or date input error:”
- “CPF is incorrect. Check it and try again:”
- Make sure you haven’t added periods or dashes to your CPF.
- “Invalid Date (DD/MM/YYYY)" or "Invalid Date (MM/DD/YYYY):"
- Make sure you enter the date with slashes.
If you give the wrong CPF or date of birth multiple times in a row, your account can be temporarily suspended. If you get the error message “You have exceeded the permitted number of sign-up attempts:”
- Wait for 24 hours and try again.
- Make sure you have:
- A valid CPF
- Your CPF in “Regular” status
- Your date of birth in the correct format for your language with slashes:
- DD/MM/YYYY
- MM/DD/YYYY
This isn’t an error message. This issue happens when you click Verify multiple times and are locked. To resolve this issue, follow instructions below:
- In some cases, even though you want to verify your account for the first time, the CPF may already be present in the account. If this is the case, the account is likely to have an address already filled in.
- Enter your CPF and DOB.
- Click Verify.
Tip: If the verification is successful, the “Name and Address” section should be editable.
- When you click Save you’ll find a new prompt that shows 2 or more addresses you should choose from.
- After you select one, you’ll return to the main screen where you’ll still find the message to re-enter CPF and DOB. However, you should check the “Name and Address” section again. If the fields are no longer editable, it means that the verification was completed and you should click Save again.
Tip: If at the end of the process you find an error, it means you’re locked. You have to wait 48 hours and try again following the previous instructions.
If you’re asked to submit documents when you get this error message “You must submit documents:”
- Go to Google Pay.
- Confirm if you’re signed in to the correct account.
- At the top right, click Notifications.
- Follow the on-screen instructions.
Tip: It takes up to 7 business days to verify documents after submission.
If you don’t verify your details, your Google Play Balance account can be closed. If you get the error message “Your account was closed,” you can’t use it until you verify your CPF and date of birth.
To check if your account is closed:
- Go to Google Pay.
- Check if:
- Under “Payment methods,” it shows “Account closed.”
- The balance amount is there but you can’t use it.
To be eligible for a Play Balance refund, important details like name, CPF, and date of birth must match the details on the bank account. To request a refund, contact our support team.
If none of the steps above work, contact our support team.
If you already verified your account and still have issues when you update your name, contact our support team.