If you see a charge on your card or bank statement for a digital purchase on Google Play that you didn't make, you can report the charges to our support team within 120 days of the transaction.
Step 1: Identify Google Play charges
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*Music')
If the charge in question isn't in one of these formats, it didn't come from Google Play. Contact your bank or card-issuer for more information.
Step 2: Check with your family and friends
If you don't recognise a Google Play transaction, check with your family and friends to see if:
- They made the purchase, or
- A child may have played a game that resulted in accidental charges
If you find out that the charge was unauthorised and accidental but not an act of fraud, request a refund on the Google Play website.
Tip: To help prevent unauthorised charges, learn how to use password protection on your device.
Step 3: File and track your claim
Once you've confirmed that the charge is from Google Play and wasn't made by anyone you know, report the charges to our support team within 120 days of the transaction. To find your claim, you need the email address that you used to submit the claim, and the claim ID sent to your email.
If the charge was made via mobile operator billing, request a refund on the Google Play website.