Fix issues with your society

Use this folio to help understand and set issues with your order.

Fix shipping issues

If at that place are problems with the shipment of your gild, use the tips below to assist.

Delayed orders

Why orders become delayed

  • Payment issues
  • Incorrect or incomplete shipping accost
  • Harsh atmospheric condition weather
  • Inventory issues
  • Commitment carrier delays

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

Observe your updated delivery date

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

Track your delayed order

Important: If tracking ID is available in your area, y'all tin track your order.

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

Cancel your society

  1. On your calculator, go to your "Order History" folio.
  2. Discover the social club to cancel.
  3. Click Cancel social club. If the "Cancel order" button is missing, information technology's too late to abolish.

Canceled orders

Why orders become canceled

  • Payment issues
  • Bad shipping address
  • Long delays
  • Finish of life or stop of sale items
  • Orders shipped to unsupported countries or regions, Post Office boxes, or armed forces addresses

Tip: If there'southward a cancellation, since the order stays in the warehouse, yous don't become charged. As well, funds put on hold return to yous.

Fix a canceled order

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

Note: If yous placed an order equally a invitee without signing into your Google account and your order failed due to a payment result, your order volition exist canceled and y'all'll need to make another purchase.

For more details, check the Google Store Sales Terms.

Damaged on arrival or other issues

If your order is damaged or there's another problem:

  1. Accept photos of the item or box.
  2. On your computer, contact Google Support. Be ready to share the photos.

Didn't receive package

If y'all get an email that confirms your delivery, just you don't receive the package, you can:

  • Cheque the tracking page on the delivery carrier website: Make sure that the tracking folio says "Delivered." You lot tin can observe the tracking number on the electronic mail that says your social club shipped or on your "Order History" page.
  • Check that the shipping address is correct: You can find the shipping address in the emails y'all receive about your social club or on the "Guild details" folio. Get to your "Order details" page through your "Society History" folio.
  • Check the nearby expanse: Y'all can also bank check with neighbors.
  • Look up to 48 hours: After the tracking website says "Delivered," you can look to allow for unexpected delays. To bank check the status, contact the delivery carrier straight.

If your order is nevertheless missing, contact Google Support.

Undeliverable or incomplete aircraft address

Undeliverable address

If your shipping address is undeliverable, your society gets canceled. Then you receive an e-mail that says your info isn't valid.

Incomplete shipping address

If your aircraft address is incomplete, y'all can:

  • Update your address on your "Order details" folio: Update at most an hour after you place the social club.
  • Change your address with Google Support: If it'due south as well late to update your address, the agent tin can inquire y'all to cancel the order and place a new ane. You tin can also contact the commitment carrier to hold the package for pickup.

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

Gear up payment bug

If your card gets declined, you can update your payment info inside 7 days.

Update your info through email

In your notification email, click Fix payment method. If you receive an error bulletin, brand sure you sign in from the same email account.

Update your info with Google Pay

  1. On your computer, sign in to Google Pay. Exist certain to use the same electronic mail account.
  2. In the activity tab, find the order ID.
  3. On the guild, click Gear up payment method.
  4. In the new window, change your info.

Learn more about what to exercise if yous permanently airtight your payments profile.

Check if your carte is accepted

To bank check if your update is successful:

  1. Wait for one or 2 hours.
  2. On your computer, sign in to Google Pay.
  3. Bank check if the "Prepare payment method" push button shows up. If information technology's in that location, try to update the payment info over again.

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

  • Brand sure the billing address matches the one on your payment card: Learn more than almost how to change your dwelling or billing address.
  • Check that your payment method info is correct: Learn more about how to edit your payment method.
  • Try a new bill of fare: Endeavor to update to a different card with the "Fix payment method" button.

Important: If the payment doesn't work, the guild cancels after 7 days. In that case, place a new club.

Why cards get declined

Your card tin get declined for many reasons:

  • Mistake with the card number: Enter your bill of fare number once again.
  • Expired credit card: If your card isn't expired, make sure to enter the right appointment.
  • Mistake with the security code: Double-check the lawmaking and enter information technology once again.

If you observe an issue with the card details, update your carte du jour information.

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

If yous still tin can't get your card to work, contact your carte provider.

Manage mistake messages

If you lot can't complete your purchase because of an error message, try these steps before you lot contact u.s..

"Your transaction tin't be completed"

If y'all're asked to provide more than info after you get this message, follow the on-screen instructions. Otherwise, try these actions:

  • Use a different payment method.
  • Check whether the billing address for your payment method matches the accost in your Google Pay settings. If they don't match, update your address on Google Pay. Then endeavor again.
  • If y'all utilize guest checkout, sign in to your Google Account. If you lot don't have 1, create an account start.
  • If y'all pay with a credit carte du jour, contact your bank or financial institution about this transaction.

"Unable to complete transaction: expired menu"

"Unable to complete the transaction. Please utilise another form of payment."

Important: These steps also apply when yous get the error message: "Your payment didn't get through. Delight try a dissimilar payment method or try once more later."

Step 1: Check if your menu is upwards to date

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

Stride two: Bank check your payment business relationship

  1. Check if there'southward enough money in your account.
  2. If there's still problems, contact your banking company about your account.
  3. Try to society again with a different payment method.

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

You can become this message considering there'south a suspicious purchase in your account. You can also go this bulletin because we need more info to:

  • Protect your account confronting fraud
  • (EU residents) Comply with EU law

To set the issue:

  1. On your figurer, go to Google Pay.
  2. Human action on any alerts or requests. Before you lodge, make sure to verify your identity.
  3. Brand certain your name, address, and payment info are upwardly to appointment.

"Unable to process payment: depression card rest"

Check your account remainder or contact your depository financial institution.

"This transaction couldn't be completed. Contact your Google Workspace administrator to gear up it"

If you lot get this error, so your company or school prepare your account. To set this upshot, contact your Google Workspace administrator.

Tip: If you're an administrator, learn how to fix the billing issue.

Observe your administrator

Your administrator can be:

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

Ineligible or unavailable payment menu

Carte is unavailable & needs verification

If your carte is unavailable and the message says "verify on pay.google.com," or "verify in your Google Account's payment methods," your carte is reported every bit stolen. Earlier you use the card once more, you must verify it:

  1. On your computer, go to Google Pay.
  2. Sign in to your account:
    • If you take multiple accounts: Sign in to the account with the unavailable carte.
    • If you don't apply Google Pay: Get to your business relationship'due south "Payment methods" page.
  3. Click Payment methods.
  4. Next to the card that says "Verification needed," click Verify and then Get lawmaking.
  5. Find the verification code. The code is the last six digits of the temporary concur called "GOOGLE" on your bill of fare argument. The hold is less than $1.95 USD. You may get the code right abroad, merely sometimes it tin can take up to seven days.
  6. Return to your account.
  7. Enter the verification lawmaking.

Carte is unavailable & ineligible

If your carte is unavailable and you get a bulletin that your carte is ineligible, endeavour to order with a unlike carte du jour.

If the card you lot want to use isn't listed, follow the instructions on the screen to add a new carte du jour.

Related resource

Nigh your purchase:

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

More from Google Shop:

  • Get Preferred Care from the Google Store
  • Nest Cameras and Doorbell setup and installation
  • Buy and manage Nest Aware
  • Visit the Google retail shop in person

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