Report charges that you don't recognise

If you find charges that you don’t recognise on your Google Account or payment method, click the troubleshooter below:

Troubleshoot an unrecognised transaction

Check if charges are from Google Play

  1. 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')
  2. 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.

Important: If you suspect a family member or friend made the purchases, you may be eligible for a refund. For Google Play transactions, you can request a refund.

Request a refund if your family or friend made the purchase

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

  1. Go to play.google.com.
  2. At the top right, click your profile icon.
  3. Select Payments and subscriptions and then Budget and order history.
  4. Find the order that you want to return.
  5. Select Request a refund or Report a problem.
  6. Choose the option that describes your situation.
  7. Complete the form and note that you'd like a refund.
  8. You'll get a message that says 'Thank you for sharing your concerns'. You'll also receive an email with a refund decision.

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

Report charges that you don't recognise for debit card, credit card, bank account, PayPal or mobile operator
Important: Make sure that you report an unauthorised transaction within 120 days.

Check the status of your report

Report unauthorised purchases

  1. Go to the 'Report unauthorised purchases' form.
  2. Select Check your claim status.
Tip: To check the status of your report, you need the email address that you used to submit the claim and the claim ID sent to your email.
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