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.

    Google Pay notifications
  4. Check your email for the review results.

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 that you want to buy and tap the price.
  3. Tap the current payment method.
  4. Choose a different payment method or add a new one.
  5. Follow the on-screen 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 that your card and 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 with your Google Account.
  2. Find the payment method that you are trying to use for the purchase.
  3. Check the expiry 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 that the postcode matches your current address.

  1. Sign in to with your Google Account.
  2. Find the payment method that 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 that you have sufficient funds for the purchase

Sometimes a transaction is declined because of insufficient funds. Check your account to make sure that 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.

Important information for Paytm users in India


In light of the Reserve Bank of India's press release on Paytm Payments Bank Ltd, from 15 March 2024, Google Play users of Paytm e-wallets, debit cards and net banking may experience disruptions in their Play purchase experience. Users are advised to update their existing subscriptions with a backup payment method to avoid interruptions. Learn how to manage your payment methods and the list of accepted forms of payment on Google Play in India.

Fix errors with other payment methods (direct operator 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. Go to the payments centre.
  2. Take action on any errors or requests in the payments centre.
  3. Make sure that your name, address and payment information are up to date.
If you are trying to pay by direct operator billing (pay through your mobile service provider bill)

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

  • Make sure that you're connected to your operator network, directly or by Wi-Fi.
  • Make sure that you've added direct operator billing as a payment method.
  • Make sure that 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 Payments to fix the issue.

  1. Sign in to with your Google Account.
  2. Look for any notifications or requests for information, and 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 that you want to use.

If you see the 'Your transaction cannot be completed' error message when you are making a purchase

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 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 greyed out and says 'verify on'

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

  1. Go to and sign in to your account.
    1. If you have multiple accounts, sign in to the account with the greyed-out card.
  2. Click Payment methods
  3. Next to the card that says 'Verification needed', click Verify and then Charge card.
  4. Within two days, you’ll find a temporary charge on your card statement along with an eight-digit code.
  5. To complete verification, go to and enter the eight-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 two days: Wait up to two days.
    • If more than two days: Check your card statement. You should find a temporary charge from Google called 'GOOGLE TEST,' with an eight-digit code.
Card is greyed out and 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 that 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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