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For a full review of our policies, please read our Terms of Service.

Unauthorized Charges and Activity

If you made a purchase using Google Wallet, it'll appear on your credit card statement as GOOGLE*Merchant Name or GOOGNFC*Merchant Name. Wallet Balance top-ups and sending money transactions will appear as GOOGLE *WALLET TOP UP. Log into your account at wallet.google.com and view the Transactions page for more details about purchases made through Google Wallet.

If you're unable to locate the charge in your account, check for transactions on Google Wallet accounts associated with:

  • Alternate email addresses that you, your family, or friends may own.
  • Email addresses linked to Android devices used by yourself, family, or friends.

If you're able to locate the charge but still don't recognize it, log into the Google Wallet account associated with it and file a report. Due to privacy and security reasons, we'll only be able to provide additional information about the order(s) and account if you have access to it. Otherwise, we recommend you reach out to your bank to resolve this issue.

If someone has taken over your Google Account, but you don't use Google Wallet, you may still be able to recover your account.

Account Hijacking

If you previously created a Google Wallet Account, and an unauthorized person has accessed your account, please contact us immediately to report any unauthorized charges. Our fraud protection policy covers you against any unauthorized purchases that were made with your Google Account. If we find that an unauthorized purchase was made, we'll make sure you aren't charged for it.

Additionally, if someone has taken over your Google Account we recommend that you follow the steps to recover your account.

Report Phishing

Google takes privacy and account security very seriously. If you receive a message that might qualify as a phishing scheme, please file a report.

Counterfeit and Unauthorized Goods

It is against Google's policies for merchants to sell counterfeit and unauthorized goods. These include replicas or imitations of designer or other goods, items without a celebrity endorsement that would normally require such an association, fake autographs, currency, stamps, tickets, and other potentially unauthorized goods.

  • If you notice a merchant selling counterfeit goods, please contact us so we can resolve this problem.
  • If you purchased goods from a merchant that turn out to be counterfeit, please file a claim to report the issue and request a refund.

Order Problems and Mediation

Google can't make guarantees about sellers accepting payments through Google Wallet or the products they're selling. Learn more about troubleshooting order-related issues.

If a seller is unresponsive, and you placed your order within the last 180 days using any of the accepted payment methods, Google can mediate by contacting the seller on your behalf. File a claim for mediation.