Missing orders and account trouble
If you can't find an order in your Google Trusted Stores customer account, there could be a few reasons:
- You signed up for Google Trusted Stores through another e-mail address or Google Account. If you have more than one Google Account, make sure you are signed in with the account email address that is connected to the order. After you link a non-Google Account email address to a Google Trusted Stores Account, all future protected orders made through that email address will automatically associate with this particular Google Trusted Store Account. Once a non-Google Account email address is linked to a Google Trusted Stores account, it can not be associated with a different Google Trusted Stores account. Learn more about accounts.
- You have not yet associated the order with your Google Account. If you placed your order with a non-Google Account email address, you’ll need to link the order to your Google Account. Learn more about setting up your account.
- You did not opt in for protection at the time of purchase. Purchase protection is only available if you click “Yes, activate this benefit” at the time of placing your order. If you did not opt in at the time of purchase, your order will not show up in your account for purchase protection.
Did you click “Yes, activate this benefit” at the time of placing your order, but you still don’t see your order or can't access your account? Contact us.