Report charges that you don't recognise

If you see charges on your payment method that don’t appear on a Google Account you own or control, we recommend you contact your payment method’s fraud department immediately.

If the charges you don’t recognise are on your Google Account, 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 picture.
  3. Click Payments and subscriptions and thenBudget and order history.
  4. For the order that you want to return, click Report a problem.
  5. Select the option that describes your situation.
  6. Complete the form and note that you'd like a refund.
  7. Click Submit.

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.
Cancel a claim of unauthorised charges

If you submitted a claim while signed in to your Google Account and find the charges came from a recognised source, cancel your claim in the claim status page.

To cancel a claim:

  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. Click Search.
  4. Select the claim in question.
  5. Click Cancel claim.
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