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Fix issues when you pay for Google products & services

You might need to fix a problem with your payments profile if you:
  • Have problems when you pay for Google products
  • Get an error message
Find the issue you experienced below.

Payment method declined by issuer

Important: Your payment issuer is the bank or company that issued the payment method you try to use. This may be the bank that issued your card, the telecom carrier for your carrier billing account, or your eWallet provider.

“Unable to complete transaction: expired card”
Check if your payment method is up to date. If it isn’t, update it in Google Pay.
“[Your payment issuer] declined your payment”

To fix the issue, select a different payment method or try the following:

  • Make sure your payment method is up to date. If it isn’t, update it in Google Pay. Then try your purchase again.
  • To make the purchase, make sure you have enough money in your account.
  • If you still have issues, contact your issuer to check if there’s a problem with your account.
“You have attempted this transaction too many times”

If you get this error message, it means that your card issuer only allows a limited number of declined payment attempts within a certain timeframe.

To fix the issue, select a different payment method or:

  • Try again in 60 minutes.
  • Contact your card issuer to resolve the issue.

Payment method declined by Google

“Your payment was declined due to an issue with your account”

If you get this error message, we can’t accept your payment because:

  • We saw a suspicious transaction on your payments profile.
  • We need more info to protect your account against fraud.
  • For European users only: We need more info to comply with EU law.

To fix the issue, you must verify your identity or update info in pay.google.com:

  1. Go to pay.google.com.
  2. Check for any alerts or requests.
  3. Make sure your name, address, and payment info are up to date.
“Your transaction can’t be completed”

If you’re asked to provide more info after you get this message, follow the on-screen instructions.

If you’re not asked for more info:

  • Try a different payment method.
  • Check whether the billing address for your payment method, such as a credit card, matches the address in your Google Pay settings. If they don’t match, update your address on pay.google.com and try the transaction again.
  • If you’re on an app: Try to pay on the product website instead. If you’re on the website, try the app.
  • If you buy on Google Play: For suggestions, check Fix payment issues on your account.
  • If you use the guest checkout on the Google Store: Sign in to your Google Account. If you don’t have one, create an account first.
  • If you use an eligible Android phone and pay by credit card: Set up a payment method for contactless transactions.
  • If you pay with a credit card: Contact your bank or financial institution about this transaction.
“Can’t redeem your gift card due to an issue with your account”

To fix the issue:

  1. Go to pay.google.com.
  2. Check for any alerts or requests.
  3. Make sure your name, address, and payment info are up to date.

Payment issue with Google Workspace account

“This transaction couldn’t be completed. Contact your Google Workspace administrator to fix it”

If you buy a Google product or service and get this error message, it means that your company or school set up your account.

To resolve this issue, contact your Google Workspace administrator.
Tip: If you’re an administrator, learn how to fix the billing issue.

Find your administrator

Your administrator might be:

  • Someone in your IT department or help desk at a company or school.
  • The person who manages your email service or website.
  • The person who gave you your username.

Ineligible or grayed-out credit or debit card

Card is grayed out & needs verification

Your card was reported as stolen if:

  • Your card is grayed out.
  • The message says “verify on pay.google.com,” or “verify in your Google Account’s payment methods.”

Before you can use it again, you must verify the card.

  1. Go to pay.google.com.
  2. Sign in to your account.
    • If you have multiple accounts: Sign in to the account with the grayed-out card.
    • If you don’t use pay.google.com: Go to your account’s “Payment methods” page.
  3. Click Payment methods.
  4. Next to the card that says “Verification needed,” click Verify and then Get code.
  5. You can find a temporary hold of less than $1.95 USD on your card statement called “GOOGLE.” The verification code is the last 6 digits.
    • You should get the code right away, but it can take up to 7 days to get the code.
  6. To complete verification, return to your account and enter the 6-digit code.
Card is grayed out & is ineligible

If your card is grayed out and you get a message that your card is ineligible, you can’t use your card for this purchase. Try to make the purchase again with a different card.

If the card you want to use isn’t listed, to add a new card, follow the on-screen instructions.

Closed Google payments profile

Learn more about what to do if you permanently closed your Payments profile.

Contact us for help

If you still have trouble, contact support for your Google product:

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