Last updated: November 9, 2022
On September 29, 2022, Google announced that the Stadia servers will be turned off on January 18, 2023. The following article includes answers to common questions and will be updated as new information becomes available. Please check back for updates before contacting support.
Starting November 9, 2022, Stadia will attempt to automatically process refunds for all purchases of games, add-on content and subscriptions fees other than Stadia Pro made through the Stadia Store. We ask for your patience as we work through each transaction and ask that you refrain from contacting Customer Support as they will not be able to expedite your refund during this time. We still expect the majority of refunds to be processed by January 18th, 2023.
Frequently asked questions
Refunds, returns, and new purchases
Q: How will my Stadia store refunds be processed?
A: Starting November 9, 2022, we will attempt to automatically refund each transaction to the form of payment used to make the purchase. If we are unable to issue your refund to the original form of payment, we will email you at the Google account used to make the purchase. The email will include instructions on how to set up an alternate refund method.
Q: How and when will I be notified about my refund?
- Customers who have made 20 or fewer purchases on the Stadia store will receive one email for each transaction made (including a separate email for each reoccurrence of any eligible recurring subscriptions).
- For a complete list of transactions that require your attention, please visit pay.google.com and click Alerts at the top of the page.
- Customers who have made 21 or more purchases on the Stadia store will receive one email summarizing all refund attempts. If necessary, this email will provide instructions on additional steps needed to help us complete your refund.
If you have received an email indicating that the refund was issued, but the form of payment that was refunded is no longer active and you have not received an additional email from Google with next steps, please reach out to the banking institution and/or credit card company to discuss how you will receive your funds.
Q: Will I receive a refund even if I've deleted my Google account?
A: For Stadia players that have deleted their Google account, we will still attempt to automatically refund the transaction to the original form of payment. If the form of payment is no longer available, please contact Stadia Customer Service and be prepared to provide the email of the deleted account, your last transaction date, and your last transaction amount.
Q: When will I receive my refund?
A: As of November 9, 2022, we have begun issuing refunds for purchases made on the Stadia Store. We ask for your patience as we work through each transaction, as we still expect the majority of refunds to be processed by January 18th, 2023. Please refrain from contacting Customer Support as they will not be able to help expedite your refund during this time. Delays may occur if the original form of payment is no longer available and we request additional steps to complete the refund process.
Q: Will I get a refund? What is available for a refund?
A: We will be offering refunds for all Stadia hardware purchases (Stadia Controller, Founder's Edition, Premiere Edition, and Play and Watch with Google TV packages) made through the Google Store and software transactions (games and add-on purchases) through the Stadia store. Stadia Pro subscriptions are not eligible for refund, however you will be able to continue playing your games in Pro without further charges until the final wind down date.
Q: Are you refunding my Stadia Pro subscription?
A: We will not be refunding charges for Stadia Pro subscriptions that were issued prior to September 29, 2022. Players who held an active Stadia Pro subscription as of September 29, 2022 will not be charged for access to their Pro library or other subscription entitlements during the shut-down period.
Q: Do I have to return my hardware to get a refund?
A: In most cases, you will not need to return hardware purchased from the Google Store to obtain a refund. The following hardware is eligible for a refund: the Stadia Controller, Founder's Edition, Premiere Edition, and Play and Watch with Google TV packages. Proof of the device may be required to process a refund in some cases.
Interim game play experience