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Request a Google Voice or classic Hangouts refund

Important: If you get a notification that says 'Your Hangouts phone call history will be deleted soon', check back in a few days and sign up for Google Voice. The process to delete Hangouts phone call history will occur throughout September 2021. Learn more about changes to Hangouts with Google Voice.

You can request a refund from Google Voice or classic Hangouts.

Important: If there's no activity on your account for a certain period of time, your account balance is escheated to the state. You can try to get your funds back. Learn more about escheatment.

Ask for a refund

Important: Your Google Voice balance can't be transferred to another Google Account or used for other Google services.

You can ask for a refund for Google Voice or classic Hangouts calls and balances within six months of your original purchase. If your account was migrated to an account managed by your organisation, you can request a balance refund.

  1. Sign in to the Google Account that you use for Google Voice or classic Hangouts.
  2. To access your billing history, click this link or copy it into your browser: https://voice.google.com/u/0/billing.
  3. Continue with the steps below.
  4. At the top right, click Refund balance.
  5. Select your refund type:
    • Refund entire balance: Click Request refund and then Request refund.
    • Refund a single call: From the 'Get call credit box', under 'Recent calls', click Get credit and then Select a reason for the refund and then Request refund.
  • Once you've completed the  steps above:
    • You'll receive an email from Google Voice or Hangouts confirming the refund request.
    • In Google Voice billing view, the credit shown goes to zero.
    • Paid phone calls are no longer possible.

Things to keep in mind

Google tries to refund your balance through Google Pay. It may take several days for your refund to appear in Google Pay

  • If the refund is successful, you won’t get any emails. Once processed, your original transaction is labelled ‘Google Voice’ and marked as refunded in Google Pay.
  • If your credit card expires or isn’t in your payment profile, Google Pay can’t refund the original form of payment. You’ll get an email from payments-noreply@google.com that asks you to resolve the issue. 
  • It may take up to 10 days for your refund to appear in your original form of payment. 
  • If you don’t get your refund, try these steps to troubleshoot Google Pay issues

Important: Sign in to pay.google.com with the same account that you use for Google Voice or classic Hangouts.

Refund currencies available

Refunds are only reimbursed in these currencies.

US Dollar USD
Euro EUR
Canadian Dollar CAD
British Pound Sterling GBP

Troubleshoot a refund sent to a closed account

If the account with which you paid is closed or your card number has changed, you’ll receive an email to update your payment information. If you haven’t received a refund or an email from Google within 15 days, contact your bank account or card issuer. Your bank account or card issuer may hold the funds and be able to arrange a transfer.

Non-refundable requests

You can't get a refund for:

  • Free promotions
  • Requests made 30 or fewer days since your last refund request
  • Credit transfers between Google Accounts
  • USD $10 fee to change your Google Voice number
  • USD $20 fee to transfer your number to Google Voice
  • USD $20 fee to keep your original Google Voice number when you port your number from a mobile phone service provider 
  • USD $3 fee to transfer your number out of Google Voice
Estimated timeline for refunds
  • Refund a single call: Within minutes.
  • Refund an entire balance: Up to ten working days.
  • Manual refund: 14 working days after Google receives your refund form.

Refunds also depend on the type of refund that you request and your payment method.

  • When you request a refund for an entire balance, an email is sent to the account holder to confirm the requested refund amount.
  • Google Pay attempts to refund your credit by sending eligible Google Voice or classic Hangouts transactions back to the original form of payment.
  • If there are issues with prior refunds, you get an email from Google Pay with information on how to resolve those issues.

Escheatment

Escheatment is the process by which abandoned assets or accounts are returned to a state authority.

About escheatment

  • Companies in the US are obligated to give assets that they believe are abandoned to the state government. If your Google Voice account is deemed inactive, Google has to give the funds left in your account to the state where you indicated that you reside.
  • If you reside outside of the US, we release the funds to the state of Delaware, Google’s state of incorporation.
  • Each state determines how long your account must be inactive for escheatment to take place. Generally, the time frame is between two and five years.

Why is my account inactive?

For the time period set by your state, you haven’t done at least one of the following:

  • Made a call with Google Voice
  • Added credit to your Google Voice account
  • Sent a text with Google Voice

Can I get my money back?

To have your credit returned to you, contact the unclaimed property office in your state.
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