If you find charges that you don’t recognise on your Google Account or payment method, click the troubleshooter below:
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.
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:
- Go to play.google.com.
- At the top right, click your profile icon.
- Select Payments and subscriptions Budget and order history.
- Find the order that you want to return.
- Select Request a refund or Report a problem.
- Choose the option that describes your situation.
- Complete the form and note that you'd like a refund.
- 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.
Check the status of your report
- Go to the 'Report unauthorised purchases' form.
- Select Check your claim status.