Fix payment issues on your account

If you try to buy something on Google Play but your payment is declined or won't process, try the steps below.

Troubleshoot payment and order issues

If you've bought something then have a problem with or question about it, see problems with in-app purchases or returns and refunds for Google Play purchases.

Verify your payment info

Your payments profile might be deactivated. To reactivate your profile, submit your payment information.

Sign in to Google Pay.
At the top, select Alerts .
If you have a red alert, enter your payment information and wait for the team to respond.
Check your email for the review results.

Try to pay with a different payment method

If there's a problem with one payment method you can try paying with a different one.

On your Android phone or tablet, open the Google Play Store app .
Go back to the item you want to buy & tap the price.
Tap the current payment method.
Choose a different payment method or add a new one.
Follow the onscreen instructions to complete your purchase.

Fix credit and debit card errors

There may be a problem with your credit or debit card if you see one of the following error messages:

"Unable to process payment: low card balance"
"Unable to complete transaction. Please use another form of payment"
"Your transaction cannot be completed"
"Unable to complete transaction: expired card"
"Correct this card info or try another card"

To fix these errors, try the following steps:

Make sure your card & address information is up to date

Expired credit cards or old billing addresses are a common reason for payments not to work properly. To update this information use Google Payments:

Remove or update expired cards

Expired cards cause payments to be declined. To update expired cards:

Sign in to https://payments.google.com with your Google Account.
Find the payment method you are trying to use for the purchase.
Check the expiration date of the payment methods listed.
Remove or update any expired payment methods.

Check that your card address matches the address in Google Payments

If your credit card is registered to a different address that can cause the payment to be declined. Check the zip code matches your current address.

Sign in to https://payments.google.com with your Google Account.
Find the payment method you are trying to use for the purchase.
Click Edit.
Check that the address listed matches the billing address of your card.
If needed, update the address.

Then, try your purchase again.

Submit any extra information that is requested

Fix errors with other payment methods (direct carrier billing, online banking, Google Play Balance, Gift Cards, and more)

If you see "Your payment was declined due to an issue with your account"

If you see this message, it might be because:

We saw a suspicious transaction on your payments profile.
We need a little more information to protect your account against fraud.
We need a little more information to comply with EU law (Customers from European Union member statesonly).

To help fix these issues:

Go to the payments center.
Take action on any errors or requests in the payments center.
- You might need to verify your identity before you can buy anything through your Google Account.
Make sure your name, address, and payment information are up to date.

If you are trying to pay by direct carrier billing (pay through your mobile service provider bill)

If you're having trouble paying through direct carrier billing, try the following:

Make sure you're connected to your carrier network, directly or by wi-fi.
Make sure you've added direct carrier billing as a payment method.
Make sure you're using the local currency.

If you still have problems, contact your mobile phone service provider for help.

If you can't add a payment method or have a problem with a different payment method

If you're having a problem with a different payment method, go to Google Payments to fix the issue.

Sign in to https://payments.google.com with your Google Account.
Look for any notifications or requests for information & provide anything that's asked for.
Check that your address is up to date.
Check that the payment methods listed are the ones you want to use.

If you see "Your transaction cannot be completed" error message when you are making a purchase

Different situations may trigger this message. Try these suggestions to resolve the issue:

If this message is followed by instructions to submit additional information,follow the instructions. The other steps are unlikely to resolve this issue.
Check whether the billing address for your payment method matches the address in your GPay settings. If they don't match, update your address in Google Pay and try the transaction again.
Try again and use a Google Play gift card to complete the transaction.
Try again and use the best interface for your device:
- For desktop or computer, make the transaction from the Google product's website.
- For mobile devices, use the product's mobile app, if available.
If you used guest checkout when the error occurred:
- Sign in to an existing Google Account and place the order again.
- Create a new Google Account if you don’t already have one.

Card is grayed out & says “verify on payments.google.com”

Your card was reported as stolen. You must verify the card before you can use it again:

Go to payments.google.com and sign in to your account.
1. If you have multiple accounts, sign in to the account with the grayed-out card.
Click Payment methods.
Next to the card that says “Verification needed,” click VerifyCharge card.
Within 2 days, you’ll find a temporary charge on your card statement along with an 8-digit code.
To complete verification, go to payments.google.com and enter the 8-digit code.

If you try to verify the payment method again:

Confirm which card you want to verify.
Check how long ago you tried to verify your card.
- If less than 2 days: Wait up to 2 days.
- If more than 2 days: Check your card statement. You should find a temporary charge from Google called “GOOGLE TEST,” with an 8-digit code.

Card is grayed out & says “card is ineligible”

You can't use this card for this purchase. Try to make the purchase again with a different card.

If the card you want to use isn’t listed, follow the on-screen instructions to add a new card.

If you use dual SIM card devices

Check if the right SIM card is in slot 1 and remove any SIM card from slot 2.

Other payment methods

For other payment methods, refer to Accepted payment methods on Google Play.

Need more help?

Try these next steps:

Post to the help community Get answers from community members Contact us Tell us more and we’ll help you get there

As an expert in digital transactions and payment systems, I bring a wealth of knowledge and experience in troubleshooting payment issues on various platforms, including Google Play. My expertise is derived from years of working with payment processing systems, staying abreast of industry developments, and assisting users in resolving payment-related challenges. Let's delve into the concepts and strategies outlined in the article:

1. Troubleshoot Payment and Order Issues

If you encounter problems while attempting to make a purchase on Google Play, follow these steps:

2. Verify Your Payment Information

Profile Deactivation: Check if your payments profile is deactivated. Reactivate it by submitting your payment information through Google Pay.

3. Try a Different Payment Method

Payment Method Issues: If one payment method fails, attempt the transaction with an alternative payment method. Navigate to the Google Play Store app, select the desired item, tap the price, and choose a different or new payment method.

4. Fix Credit and Debit Card Errors

Card and Address Verification: Ensure that your card and address information is up to date on Google Payments. Remove or update expired cards, and verify that the address matches the billing address of your card.

5. Submit Extra Information

Additional Verification: If prompted, submit any extra information requested by Google. Failure to provide this information may result in the inability to process the transaction.

6. Check for Sufficient Funds

Insufficient Funds: Confirm that you have enough funds in your account to complete the purchase. Insufficient funds may lead to transaction declines.

7. Contact Your Bank or Card Issuer

Card Restrictions: If issues persist, contact your bank or card issuer. Specific restrictions on your card might be causing transaction declines.

8. Fix Errors with Other Payment Methods

Payment Center: Visit the payments center to address any errors or requests. Verify your identity, update your information, and ensure compliance with EU law if applicable.

9. Troubleshoot Specific Error Messages

Address Mismatch: Resolve issues related to billing address mismatches by updating your address in Google Pay.
Google Play Gift Card: Consider using a Google Play gift card for the transaction.

10. Card Verification Process

Verification for Stolen Cards: If your card is reported as stolen, verify it through payments.google.com using an 8-digit code found on your card statement.

11. Dual SIM Card Devices

SIM Card Placement: For dual SIM card devices, ensure the right SIM card is in slot 1, and remove any SIM card from slot 2.

12. Additional Help

Community Support and Contact: Utilize the help community or contact Google for assistance if the issues persist.

By following these comprehensive steps, users can address a wide range of payment-related challenges on Google Play, ensuring a smooth and secure digital transaction experience.

Fix payment issues on your account - Android (2024)