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 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

  1. On your computer, go back to the item that 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 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 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://pay.google.com 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 postal code is up to date

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

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

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. On your computer, sign in to https://pay.google.com with your Google Account.
  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 Pay to fix the issue.

  1. On your computer, sign in to https://pay.google.com 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.
Card is greyed out and says 'verify on pay.google.com'

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

  1. Go to pay.google.com 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 pay.google.com 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 correct SIM card is in slot 1 and remove any SIM card from slot 2. 
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