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Reopen your payments profile after disputing a charge

When you dispute a charge from Google with your credit or debit card issuer, we automatically close your payments profile. In case the disputed charge was the result of unauthorized use of your card, we want to make sure no additional fraudulent charges are made.

To reopen your payments profile, submit information to verify that you own the card account in question.

When we receive your verification information, we'll perform a security review to investigate whether the payment method belongs to you and to determine whether the disputed charge is legitimate by checking for signs of unauthorized access to your account.

If we find that the charge was authorized, you may be required to contact your bank and reverse the dispute chargeback before we will reopen your profile.

Credit and debit card dispute FAQs

What happens when I dispute a charge on a Google transaction?

When you dispute a charge from Google with your credit or debit card issuer, your issuer performs a "chargeback," where the funds for the transaction are returned to your account.

Such disputes are usually intended to respond to fraudulent charges on your card, so Google automatically closes your payments profile. We want to make sure no additional fraudulent charges are made.

While your Google payments profile is closed, you can still use all unpaid Google services (such as Gmail and Google Calendar), but you won’t be able to make any new paid transactions. For example, you won't be able to buy anything from the Google Play Store or sign up for a Google Drive subscription.

What’s a fraud chargeback?

A fraud chargeback occurs when you report to your card issuer that a charge on your card was made without your authorization and that you’d like your money back. Your card issuer then returns the funds for the charge back to your account.

Why am I asked to reverse the chargeback and pay Google back?

If our security review doesn't find signs of unauthorized use of your card, and the charges you disputed appear to be legitimate, we may ask you to reverse the chargeback by contacting your card issuer.

In many cases, it turns out that a family member has used the Google payment profile, rather than a malevolent third party (such as a hacker). Filing a dispute for a charge that was authorized usually violates the terms of service of the card issuer. It also violates Google's terms of service. If you don't have your card issuer reverse the chargeback when requested, we may continue to suspend your payments profile.

When is a fraud chargeback appropriate?

Fraud chargebacks are only appropriate if you believe an unauthorized person accessed your account and made fraudulent charges.

  • Do not file a fraud chargebacks with your card issuer if you, a friend, or a family member made the purchase through your Google payments profile.
    Fraud chargebacks should only be used in cases of fraud or unauthorized account access. Using them otherwise is against the terms of service of most methods of payment.

    If you don't recognize a Google transaction, check with your family and friends to see whether:
    • They made the purchase.
    • A child may have played a game that resulted in accidental charges.

    If you find out the charge was unauthorized and accidental, but not an act of fraud, request a refund by contacting support for your Google product.

    Note: You may want to change your Google Account password or remove the family member or friend from your payments profile.

  • Contact Google support to request refunds.
    To request a refund because you are not happy with your purchase or because you made the purchase accidentally, contact support for your Google product. Such requests will be evaluated under the refund policy for the specific product.
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