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Report charges you don't recognize

If you see charges that you don't recognize on your billing statement (for example: credit card statement, mobile carrier bill, or PayPal account), before you contact Google, follow the steps below:

Step 1: Check if charges are from Google Play

On your billing statement, check how the charges appear. All Google Play purchases will appear on your statement, under the following names:

  • "GOOGLE*App developer name" (for Android apps)
  • "'GOOGLE*App name" (for Android apps)
  • "GOOGLE*Content type" (i.e. "GOOGLE*Books")

If the charge in question isn't in one of these formats, it didn't come from Google Play. Contact your payment provider (for example, bank or card-issuer) for more information.

Step 2: Check where the charges came from

If you see a charge on your billing statement for a digital purchase on Google Play that you didn't make, ask your family and friends to see if:

  • They accidentally used your payment method to make the purchase, or
  • A child may have played a game that resulted in accidental charges.

Step 3: Report the charges

Report an unrecognized transaction

Request a refund for an accidental purchase in the Google Play store

To get a refund if the charge was made accidentally by a friend or family member, follow the steps below:

You’ll usually get a decision within 1 business day but it can take up to 4 business days.

  1. On your computer, go to
  2. Select Order History.
  3. Find the order you want to return.
  4. Select Request a refund or Report a problem and choose the option that describes your situation.
  5. Complete the form and note that you'd like a refund.
  6. You'll get a message that says "Thank you for sharing your concerns." You'll then get an email with your refund decision. You’ll usually get this within 15 minutes but it can take up to 4 business days.
For hardware devices: To return or get a refund for devices you bought on the Google Store, go to the Google Store refunds page for more information.

Tip: To help prevent unauthorized charges, learn how to use password protection on your device.

Report charges you don't recognize for debit card, credit card, bank account, Paypal, or mobile carrier
Important: Make sure to report an unauthorized transaction within 120 days.

Check the status of your report

Report an unauthorized transaction

  1. Go to the “Report unauthorized purchases” form above.
  2. Select Check your claim status.
Tip: To check the status of your report, you need the email address you used to submit the claim and the Claim ID sent to your email.
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