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Fix payment issues on your account

If you try to buy something on Google Play but your payment is declined or won't process, try the steps below.

Troubleshoot payment and order issues

If you've bought something then have a problem with or question about it, see problems with in-app purchases or returns and refunds for Google Play purchases.

Verify your payment info

Your payments profile might be deactivated. To reactivate your profile, submit your payment information.

  1. Sign in to Google Pay.
  2. At the top, select Alerts Notification bell icon.
  3. If you have a red alert, enter your payment information and wait for the team to respond.

  4. Check your email for the review results.

Try to pay with a different payment method

  1. On your computer, go back to the item you want to buy on https://play.google.com.
  2. Click on the price.
  3. Next to the payment method, click the Down arrow Down arrow.
  4. Choose a different payment method or add a new one.
  5. Follow the onscreen instructions to complete your purchase.

Fix credit and debit card errors



There may be a problem with your credit or debit card if you see one of the following error messages:

  • "Unable to process payment: low card balance"
  • "Unable to complete transaction. Please use another form of payment"
  • "Your transaction cannot be completed"
  • "Unable to complete transaction: expired card"
  • "Correct this card info or try another card"

To fix these errors, try the following steps:

Make sure your card information is up to date in Google Pay

Expired credit cards or old billing addresses are a common reason for payments not to work properly. To update this information use Google Pay:

Remove or update expired cards

  1. On your computer, sign in to https://payments.google.com with your Google Account.
  2. Find the payment method you are trying to use for the purchase.
  3. Check the expiration date of the payment methods listed.
  4. Remove or update any expired payment methods.
Google Play | Remove or update expired cards

Check that your zip code is up to date

If your credit card is registered to a different address that can cause the payment to be declined. Check the zip code matches your current address.

  1. On your computer, sign in to https://payments.google.com with your Google Account.
  2. Click Payment methods.
  3. Find the payment method you are trying to use for the purchase.
  4. Click Edit.
  5. Check that the zip code listed matches the zip code of the billing address of your card.
  6. If needed, update the zip code.

Then, try your purchase again.

Submit any extra information that is requested

If the error message is followed by instructions for submitting additional information to Google, please submit it. We will not be able to process the transaction on your account without this information.

Check you have sufficient funds for the purchase

Sometimes a transaction is declined because of insufficient funds. Check your account to make sure you have enough to complete the purchase.

Contact your bank or card issuer

Your card may have specific restrictions which cause the transaction to be declined. Contact the institution that issued your card to ask about the transaction and see if they know the reason for the decline.

Fix errors with other payment methods (direct carrier billing, online banking, Google Play Balance, Gift Cards, and more)

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

If you see this message, it might be because:

  • We saw a suspicious transaction on your payments profile.
  • We need a little more information to protect your account against fraud.
  • We need a little more information to comply with EU law (Customers from European Union member states only).

To help fix these issues:

  1. On your computer, sign in to https://payments.google.com with your Google Account.
  2. Take action on any errors or requests in the payments center.
  3. Make sure your name, address, and payment information are up to date.
If you are trying to pay by direct carrier billing (pay through your mobile service provider bill)

If you're having trouble paying through direct carrier billing, try the following:

  • Make sure you're connected to your carrier network, directly or by wi-fi.
  • Make sure you've added direct carrier billing as a payment method.
  • Make sure you're using the local currency.

If you still have problems, contact your mobile phone service provider for help.

If you can't add a payment method or have a problem with a different payment method

If you're having a problem with a different payment method, go to Google Pay to fix the issue.

  1. On your computer, sign in to https://payments.google.com with your Google Account.
  2. Look for any notifications or requests for information & provide anything that's asked for.
  3. Check that your address is up to date.
  4. Check that the payment methods listed are the ones you want to use.

If you see "Your transaction cannot be completed" error message when you are making purchases

Different situations may trigger this message. Try these suggestions to resolve the issue:

  • If this message is followed by instructions to submit additional information,follow the instructions. The other steps are unlikely to resolve this issue.
  • Check whether the billing address for your payment method matches the address in your GPay settings. If they don't match, update your address in Google Pay and try the transaction again.
  • Try again and use a Google Play gift card to complete the transaction.
  • Try again and use the best interface for your device:
    • For desktop or computer, make the transaction from the Google product's website.
    • For mobile devices, use the product's mobile app, if available.
  • If you used guest checkout when the error occurred:
Card is grayed out & says “verify on payments.google.com”

Your card was reported as stolen. You must verify the card before you can use it again:

  1. Go to payments.google.com and sign in to your account.
    1. If you have multiple accounts, sign in to the account with the grayed-out card.
  2. Click Payment methods.
  3. Next to the card that says “Verification needed,” click Verify and then Charge card.
  4. Within 2 days, you’ll find a temporary charge on your card statement along with an 8-digit code.
  5. To complete verification, go to payments.google.com and enter the 8-digit code. 

If you try to verify the payment method again:

  1. Confirm which card you want to verify.
  2. Check how long ago you tried to verify your card.
    • If less than 2 days: Wait up to 2 days.
    • If more than 2 days: Check your card statement. You should find a temporary charge from Google called “GOOGLE TEST,” with an 8-digit code.
Card is grayed out & says “card is ineligible”

You can't 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 on-screen instructions to add a new card.

If you use dual SIM card devices
Check if the right SIM card is in slot 1 and remove any SIM card from slot 2.
Other payment methods
For other payment methods, refer to Accepted payment methods on Google Play.
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