Report charges that you don't recognise

If you find charges that you don't recognise, you should report it to Google.

Troubleshoot an unrecognised transaction

Check if charges are from Google Play

If you find a charge in your Google Play order history, it's from Google Play.

Alternatively, if you find charges on your payment method that you don't recognise, check how the charges appear on the billing statement.

All Google Play purchases will appear on your statement under one of these names:

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

If the charge begins with one of these names, report it to Google.

Important: If you suspect a family member or friend made the purchase, you may be eligible for a refund. If you believe that the charge was fraudulent, follow this process instead:

Charges made through a credit card, debit card or PayPal

Google can only take action on credit, debit or PayPal transactions within 120 days from the transaction date.

• If the transaction occurred within the past 120 days, fill in this form.
  • Submit a separate claim for each payment method used.
  • After you complete the form, you can expect an email update typically within seven working days.
• If the transaction occurred more than 120 days ago, contact the fraud department for your credit or debit card company or PayPal immediately.

Charges made through eWallets

Contact the fraud department of your eWallet company immediately.

Charges made through mobile phone billing

Google can only take action on mobile operator billing transactions within 60 days from the transaction date.

If the transaction occurred within the past 60 days, to continue troubleshooting, you'll need a 'correlation ID' or 'request ID' from your operator.

1. To get the required ID, contact your mobile phone operator.
   • For most operators, you'll need a 'correlation ID'.
     • The 'correlation ID' is a combination of numbers that starts with the letter 'g'.
       • Example: g1234567890.
     • Based on your operator, the format and amount of numbers may look different.
   • For some operators, you'll need a 'request ID'.
     • 'Request IDs' start with an uppercase 'G' followed by an alphanumeric string of varying length.
       • Example: G2XY1ZabcQde1v2cH6BpuST.
2. Once you have your ID:
   • If you have a 'correlation ID':
     • Fill in this form.
     • Submit a separate claim for each payment method used.
     • After you complete the form, you can expect an email update typically within seven working days.
   • If you have a 'request ID':
     • Contact your mobile operator billing's fraud department immediately.

If the transaction occurred more than 60 days ago, contact your mobile operator billing's fraud department immediately.

Charges made through other forms of payment

If you have access to your Google Account, contact Google Support for assistance.

If you don't have access to your Google Account, contact your payment method's fraud department immediately.

Tip: To help prevent unauthorised charges, you can set up purchase verification for Google Play.

If the charge doesn't begin with 'Google'

If the charge in question isn't in one of the formats above, it didn't come from Google Play. Contact your payment method's fraud department immediately.

Check the status of your claim

If you've filed a claim for an unauthorised charge, you can check the status of your claim.

1. Go to the 'Report unauthorised purchases' form.
2. Select Check your claim status.

Tip: To check the status of your report, you'll need the email address that you used to submit the claim and the claim ID sent to your email.

Cancel a claim of unauthorised charges

If you submitted a claim while signed in to your Google Account and find that the charges came from a recognised source:

1. Go to the claim status page.
2. Enter the email address that you used to submit the claim and the claim ID sent to your email.
3. Select Search.
4. Select the claim in question.
5. Select Cancel claim.