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Fix payment issues on your account

If your payment is declined, can't be processed, or is listed as "not eligible," try the troubleshooting steps below.

These steps may also help if you have seen one of these error messages on Google Play:

  • "Unfortunately, your transaction can't be completed at this time. Please try again or contact us."
  • "There was an issue processing your request. Please call support."
  • "Your order was declined because it was considered high risk. Please try again in 30 minutes."

How to fix payment issues

Try a different payment method

Sometimes a different payment method will help your transaction go through. To change your payment method:

  1. Go back to the item you want to buy.
  2. Tap the price.
  3. Next to the price, tap the Down arrow Down ​> Payment methods.
  4. Choose a different payment method or add a new one.
  5. Complete your purchase.

Note: For more information on payment methods in Google Play, see add, edit, and remove payment methods.

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

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 http://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 address is up to date

If your credit card is registered to a different address that can cause the payment to be declined. To check the address for your card:

  1. Sign in to http://payments.google.com with your Google Account.
  2. Find the payment method you are trying to use for the purchase.
  3. Tap Edit
  4. Check that the listed address matches the billing address of your card.

 

Then, try your purchase again.

Remove and re-add your payment method

Data issues can cause your payment to be declined. Removing and re-adding the card can fix these issues and help your payment go through.

Remove the payment method

  1. Sign in to http://payments.google.com with your Google Account.
  2. Tap Menu Google Play Store Menu Icon > Payment Methods.
  3. Find and tap the payment method you want to remove.
  4. Click Remove > Remove.

 

Re-add the payment method

  1. Open the Google Play Store app Play Store.
  2. Tap Menu Google Play Store Menu Icon > My Account > Payment Methods.
  3. Tap Add payment method .
  4. Follow the onscreen instructions.

Note: If you are using a credit card, enter the number without dashes. Make sure the CVC number is correct.

The new payment method will be added to your Google Account.

 

Try your purchase again

  1. Go back to the item you want to buy.
  2. Tap the price.
  3. Next to the price, tap the Down arrow Down> Payment methods.
  4. Choose the right payment method.
  5. Complete your purchase.
Force the Play Store to stop, and clear the cache and data

This step will stop the Play Store and clear data stored in a temporary area of device memory. This gives the app a fresh start and can help payments process properly. It won't delete any permanent files.

First, Force the Play Store to stop:

  1. On your mobile device, open Settings .
  2. Scroll down and tap Apps or Application manager (depending on your device, this may be different).
  3. Tap the Google Play Store Play Store.
  4. Tap Force stop.

 

Second, clear the cache and data for the Play Store:

  1. Open your device Settings .
  2. Scroll down and tap Storage & USB.
  3. Tap Apps and choose the Google Play Store Play Store.
  4. Tap Clear cache.
  5. Tap Clear data.

 

Next, reopen the Play Store:

  1. Open the Google Play Store app Play Store.
  2. Try your download again.
Contact your bank

Sometimes your bank can decline a payment because of insufficient funds or specific card restrictions, like domestic-only purchases. If you think this may be the case, contact your bank to learn more about the reason for the decline.

Contact Google

Trying all the steps listed here will fix most issues. If they didn't work for you, contact us to see what else we can do to help solve your problem. Select Contact Us at the top of this page.

Questions about payments issues

Why is a payment method grayed 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. For more information, go to accepted payment methods.

If the grayed out payment method says "not eligible," see below for more details and troubleshooting steps. 

Payment method is "not eligible"

There are two main reasons why a payment method is listed as “not eligible” when you’re making a purchase:

The form of payment can’t be used for the transaction type

Some forms of payments can’t be used for all transaction types, or for purchases in certain countries. See accepted payment methods for more details. 

The country of the form of payment doesn’t match your account country

Some forms of payment can’t be used if the country does not match the country listed for your account. For example, a Google Play balance in U.S.$ can’t be used if your home country is not the U.S. If you think this might be your issue, check or change your home country in Google Payments to see if that solves the problem.

 

My card was declined - what happens to my order?

For orders placed on a computer or mobile browser

To complete your purchase, you'll need to update your information or add a different payment method. If your payment information isn't updated within 7 days after your purchase is declined, your order will be canceled.

 

For orders placed using the Google Play Store app

If your purchase is declined, your order will be canceled immediately. After you've updated your information or added a different payment method, you can try placing the order again.

Other payments issues

Dan is a Google Play expert and author of this help page. Leave him feedback below about the page.

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