Ready issues with your order

Use this page to help sympathise and fix issues with your society.

Fix aircraft bug

If there are bug with the shipment of your social club, use the tips below to help.

Delayed orders

Why orders get delayed

  • Payment bug
  • Incorrect or incomplete shipping address
  • Harsh conditions atmospheric condition
  • Inventory issues
  • Delivery carrier delays

Tip: If you paid for expedited aircraft and your order arrives late, y'all get a refund of the shipping fees for any delayed part of the shipment. When you take multiple shipments in your order, the full aircraft fee is split across the shipments. If there'due south a delayed shipment, you become the shipping fee for that office of the shipment refunded.

Find your updated delivery date

  1. On your computer, go to your "Order History" page.
  2. Cheque your new commitment date.

Rail your delayed club

Important: If tracking ID is available in your area, you can rail your order.

  1. On your estimator, go to either:
    • Your "Guild History" page or
    • The email that says your order shipped.
  2. Check the tracking link of the delivery carrier.

Cancel your order

  1. On your computer, go to your "Order History" folio.
  2. Find the order to abolish.
  3. Click Cancel social club. If the "Cancel order" button is missing, it'south as well late to cancel.

Canceled orders

Why orders get canceled

  • Payment issues
  • Bad aircraft address
  • Long delays
  • End of life or finish of sale items
  • Orders shipped to unsupported countries or regions, Post Office boxes, or military machine addresses

Tip: If in that location's a cancellation, since the order stays in the warehouse, you don't get charged. Likewise, funds put on hold return to you lot.

Fix a canceled social club

If there's a payment or address issue, correct the problem and try to order again.

Note: If yous placed an guild as a guest without signing into your Google business relationship and your club failed due to a payment event, your order will be canceled and you'll demand to make another purchase.

For more details, check the Google Store Sales Terms.

Damaged on inflow or other bug

If your order is damaged or in that location'due south some other problem:

  1. Take photos of the particular or box.
  2. On your computer, contact Google Support. Be gear up to share the photos.

Didn't receive bundle

If you get an email that confirms your delivery, but you don't receive the packet, you can:

  • Cheque the tracking page on the delivery carrier website: Make sure that the tracking page says "Delivered." You can find the tracking number on the email that says your order shipped or on your "Order History" folio.
  • Cheque that the shipping address is correct: You lot tin can discover the shipping address in the emails you receive nigh your order or on the "Social club details" folio. Get to your "Order details" page through your "Order History" page.
  • Cheque the nearby area: You can likewise check with neighbors.
  • Wait upwards to 48 hours: Subsequently the tracking website says "Delivered," you tin expect to permit for unexpected delays. To cheque the status, contact the delivery carrier straight.

If your social club is however missing, contact Google Support.

Undeliverable or incomplete aircraft address

Undeliverable address

If your shipping accost is undeliverable, your order gets canceled. And so y'all receive an email that says your info isn't valid.

Incomplete shipping address

If your aircraft address is incomplete, you can:

  • Update your address on your "Gild details" page: Update at most an hour later you identify the gild.
  • Modify your address with Google Support: If it's too late to update your address, the amanuensis can enquire you to cancel the order and identify a new 1. Y'all can besides contact the delivery carrier to hold the parcel for pickup.

If these options don't piece of work, the delivery carrier may return the package. To become a refund, contact Google Back up.

Fix payment problems

If your carte du jour gets declined, you tin update your payment info within vii days.

Update your info through email

In your notification electronic mail, click Fix payment method. If you receive an error bulletin, make certain you sign in from the same email account.

Update your info with Google Pay

  1. On your computer, sign in to Google Pay. Be sure to use the same e-mail account.
  2. In the activity tab, find the club ID.
  3. On the order, click Set up payment method.
  4. In the new window, modify your info.

Larn more about what to practice if you permanently closed your payments profile.

Check if your menu is accepted

To check if your update is successful:

  1. Wait for 1 or 2 hours.
  2. On your estimator, sign in to Google Pay.
  3. Bank check if the "Fix payment method" push shows upwards. If it's there, try to update the payment info again.

If you endeavour to update once again and it doesn't piece of work:

  • Make certain the billing accost matches the ane on your payment card: Learn more than about how to change your home or billing accost.
  • Check that your payment method info is correct: Acquire more almost how to edit your payment method.
  • Effort a new carte du jour: Try to update to a dissimilar card with the "Fix payment method" button.

Of import: If the payment doesn't piece of work, the gild cancels after vii days. In that instance, place a new order.

Why cards go declined

Your card tin get declined for many reasons:

  • Mistake with the card number: Enter your card number again.
  • Expired credit card: If your carte isn't expired, make sure to enter the right engagement.
  • Mistake with the security code: Double-cheque the code and enter it again.

If you notice an result with the bill of fare details, update your card information.

If your billing address doesn't match the 1 at your banking company, bank check that your Google Pay billing address matches the one on file. Learn how to modify your billing address.

If yous still can't get your card to piece of work, contact your card provider.

Manage error letters

If you tin can't complete your purchase because of an fault message, try these steps before you lot contact united states.

"Your transaction can't exist completed"

If yous're asked to provide more than info after you go this bulletin, follow the on-screen instructions. Otherwise, endeavour these deportment:

  • Use a different payment method.
  • Check whether the billing address for your payment method matches the address in your Google Pay settings. If they don't friction match, update your address on Google Pay. Then try again.
  • If yous use invitee checkout, sign in to your Google Account. If you don't have one, create an account first.
  • If yous pay with a credit carte, contact your banking company or financial establishment about this transaction.

"Unable to complete transaction: expired card"

"Unable to consummate the transaction. Please use another form of payment."

Important: These steps also apply when yous get the mistake bulletin: "Your payment didn't become through. Please try a different payment method or effort again later."

Step i: Cheque if your menu is upwardly to date

  1. If information technology isn't, update your payment method.
  2. Endeavour to order again.

Pace 2: Check your payment account

  1. Check if there's enough money in your account.
  2. If there'due south withal problems, contact your depository financial institution about your account.
  3. Try to gild again with a different payment method.

"Your payment was declined due to an consequence with your business relationship"

You can go this message because there's a suspicious purchase in your account. You tin can too get this message considering we need more info to:

  • Protect your account against fraud
  • (European union residents) Comply with EU law

To set the issue:

  1. On your reckoner, go to Google Pay.
  2. Human action on any alerts or requests. Before you order, make certain to verify your identity.
  3. Make certain your proper noun, address, and payment info are upward to appointment.

"Unable to process payment: low card residuum"

Cheque your account balance or contact your bank.

"This transaction couldn't be completed. Contact your Google Workspace ambassador to fix it"

If yous get this error, then your company or school gear up your account. To fix this issue, contact your Google Workspace administrator.

Tip: If y'all're an ambassador, learn how to gear up the billing issue.

Find your administrator

Your ambassador can be:

  • Someone in your IT department or Help desk at a visitor or school
  • The person who manages your email or website
  • The person who gave you your username

Ineligible or unavailable payment card

Card is unavailable & needs verification

If your card is unavailable and the bulletin says "verify on pay.google.com," or "verify in your Google Account'due south payment methods," your carte is reported as stolen. Before you employ the card again, you must verify it:

  1. On your computer, go to Google Pay.
  2. Sign in to your business relationship:
    • If y'all take multiple accounts: Sign in to the account with the unavailable card.
    • If you don't use Google Pay: Go to your account's "Payment methods" folio.
  3. Click Payment methods.
  4. Next to the menu that says "Verification needed," click Verify and then Get code.
  5. Notice the verification code. The code is the last 6 digits of the temporary hold called "GOOGLE" on your card statement. The agree is less than $1.95 USD. You may get the code right away, merely sometimes it can have up to 7 days.
  6. Return to your account.
  7. Enter the verification code.

Card is unavailable & ineligible

If your card is unavailable and you get a message that your carte is ineligible, endeavor to order with a different card.

If the card y'all want to use isn't listed, follow the instructions on the screen to add together a new card.

Related resources

Virtually your purchase:

  • Return a device for a refund
  • Repairs, replacements & warranties
  • Trade in your old telephone
  • Asking a toll lucifer
  • Pay for your Google Shop buy over time (Financing)

More from Google Store:

  • Get Preferred Intendance from the Google Shop
  • Nest Cameras and Doorbell setup and installation
  • Buy and manage Nest Aware
  • Visit the Google retail store in person

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