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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.  If these steps don't help, try to fix your payment issue here.

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.

Try to pay with a different payment method

If there's a problem with one payment method you can try paying with a different one. 

  1. On your Android phone or tablet, open the Google Play Store app Google Play.
  2. Go back to the item you want to buy & tap the price.
  3. Next to the current payment method tap the Down arrow Down Arrow and then Payment methods.
  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 & address information is up to date

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

Remove or update expired cards

Expired cards cause payments to be declined. To update expired cards:

  1. 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.

Check that your card address matches the address in Google Payments

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. 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. Click Edit
  4. Check that the address listed matches the billing address of your card.
  5. If needed, update the address. 

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 delined because of insufficient funds. Check your account to make sure you have enough to complete the puurchase.

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 (European customers only).

To help fix these issues:

  1. Go to the payments center.
  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 trying to pay through direct carrier billing and the payment won't go through, 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 Payments to fix the issue.

  1. 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 a payment method is greyed out
If you see a grayed-out payment method while making a purchase on Google Play, that payment method isn't valid for that particular purchase. Use a different payment method to complete your purchase.

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