Due to high volumes, you may experience long waiting times for customer support. We greatly appreciate your patience. For more information about Google Store orders, click here.

Understand your Google Store charges and receipts

When you place an order on the Google Store, you aren't charged until your order is dispatched.

To see a list of all of your charges from the Google Store:

  1. Visit Google Pay.
  2. Sign in to your Google Account.
  3. Click Activity.

Find your receipt and order number

After you place an order on the Google Store, you get a confirmation email. You can find your order number and receipt in this email.

You can also get a receipt online:

  1. Visit Google Pay.
  2. Sign in to your Google Account.
  3. Click Activity.
  4. To get your receipt, select an order.

Understand authorisation holds

Authorisation holds are temporary charges that are removed after an order is dispatched from Google or cancelled. When you place an order, we contact the issuing bank or card provider to make sure that the payment method is valid.

Your card provider reserves the funds until the transaction processes or the authorisation expires. If you use a debit card, you might get an authorisation hold as a charge on your online statement. This isn't an actual charge. Contact your card provider for any questions about the way your card handles authorisation requests.

How a hold is charged

When the order is ready to dispatch, we charge the payment method on file.

  • If there are no issues, the order is dispatched and the authorisation hold is removed.
  • If the payment method can’t be charged, you’ll get an email. You have seven days to update your payment method details before your package is dispatched. If you don't update your payment method within the given time, your order is cancelled and the authorisation hold is removed.

Learn more about how to fix failed transactions. Contact your card provider for any questions about authorisation requests or if you’re charged more than once.

When a hold is removed

After an order is dispatched from Google or cancelled, authorisation holds are removed. Holds should drop from your payment method in 1–14 working days, depending on your card provider. In Japan, it can take up to 45–60 days. To understand when the hold will be removed, contact your card provider.

Review double authorisations (Australia and Japan only)

If you live in Australia or Japan, you may get two authorisation holds for the same order due to the delivery process. If an authorisation hold expires before dispatch, a second authorisation hold may be applied. This can happen when the order date is seven days or more from the dispatch date.

For debit card users

When you use a debit card for a Google Store purchase, your bank or card provider makes a withdrawal from your account. If an order doesn't dispatch right away, your card provider may make a second withdrawal.

Contact your card provider for a refund if you’re charged more than once. Refunds can take up to 14 days in Australia or 45–60 days in Japan.

Understand your Pixel Pass charges

You’ll receive your first Pixel Pass bill when your Pixel phone is dispatched. You’ll then receive a monthly bill. Learn more about Pixel Pass.

Your first Pixel Pass bill includes two charges:

  • Device charge
  • Subscription charge

After your first bill, your monthly bill only includes a subscription charge.

All bills and receipts come from Synchrony. For detailed billing info, sign in to your Synchrony account.

Check extra fees on your order

The Google Store doesn’t charge extra fees. Your order confirmation screen shows your total shop charge. This includes any applicable delivery charge and taxes.

If you notice extra fees with a Google Store order, contact your bank or card provider. When you order an item from another country/region, your card provider may charge cross-border or exchange fees. The Google Store can’t reimburse fees added by your card provider.

Get a VAT invoice

Important: If you checked out as a guest and need a VAT invoice, contact Google Pay.

Was this helpful?
How can we improve it?

Need more help?

Sign in for additional support options to quickly solve your issue

Clear search
Close search
Google apps
Main menu
Search Help Centre