Prepare issues with your lodge

Use this page to help understand and fix issues with your order.

Fix shipping bug

If there are problems with the shipment of your gild, use the tips below to aid.

Delayed orders

Why orders get delayed

  • Payment issues
  • Wrong or incomplete shipping accost
  • Harsh weather weather
  • Inventory issues
  • Delivery carrier delays

Tip: If you paid for expedited shipping and your social club arrives late, you get a refund of the shipping fees for any delayed part of the shipment. When you have multiple shipments in your order, the full shipping fee is split across the shipments. If there's a delayed shipment, you get the aircraft fee for that part of the shipment refunded.

Discover your updated delivery date

  1. On your reckoner, go to your "Society History" folio.
  2. Check your new commitment date.

Track your delayed order

Important: If tracking ID is available in your area, you can track your society.

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

Abolish your order

  1. On your computer, get to your "Guild History" page.
  2. Find the gild to cancel.
  3. Click Cancel social club. If the "Cancel society" push button is missing, it's too tardily to cancel.

Canceled orders

Why orders become canceled

  • Payment issues
  • Bad shipping address
  • Long delays
  • Cease of life or cease of auction items
  • Orders shipped to unsupported countries or regions, Postal service Function boxes, or armed services addresses

Tip: If in that location's a counterfoil, since the order stays in the warehouse, you lot don't become charged. As well, funds put on hold return to you.

Fix a canceled society

If in that location's a payment or address issue, correct the trouble and endeavor to order again.

Notation: If y'all placed an order as a guest without signing into your Google business relationship and your order failed due to a payment issue, your lodge will exist canceled and you'll need to make another purchase.

For more details, bank check the Google Store Sales Terms.

Damaged on inflow or other issues

If your order is damaged or at that place'southward another problem:

  1. Accept photos of the item or box.
  2. On your calculator, contact Google Support. Be set up to share the photos.

Didn't receive package

If you become an email that confirms your delivery, but you lot don't receive the package, y'all can:

  • Check the tracking folio on the commitment carrier website: Brand sure that the tracking page says "Delivered." You can observe the tracking number on the email that says your order shipped or on your "Order History" page.
  • Check that the shipping address is correct: You lot can detect the shipping accost in the emails y'all receive about your society or on the "Order details" folio. Get to your "Order details" page through your "Gild History" page.
  • Check the nearby surface area: You can also check with neighbors.
  • Wait up to 48 hours: Afterwards the tracking website says "Delivered," yous tin can wait to let for unexpected delays. To check the status, contact the delivery carrier directly.

If your social club is still missing, contact Google Back up.

Undeliverable or incomplete shipping accost

Undeliverable address

If your shipping accost is undeliverable, your order gets canceled. So you receive an electronic mail that says your info isn't valid.

Incomplete aircraft accost

If your shipping address is incomplete, yous tin:

  • Update your accost on your "Order details" page: Update at most an hour after you lot place the gild.
  • Modify your address with Google Support: If it's likewise late to update your address, the agent can ask you lot to abolish the order and place a new ane. You can also contact the delivery carrier to agree the package for pickup.

If these options don't work, the commitment carrier may return the bundle. To go a refund, contact Google Back up.

Fix payment issues

If your card gets declined, you lot can update your payment info within vii days.

Update your info through email

In your notification email, click Fix payment method. If you receive an fault bulletin, make certain yous sign in from the same email business relationship.

Update your info with Google Pay

  1. On your reckoner, sign in to Google Pay. Be certain to use the same email account.
  2. In the activity tab, find the social club ID.
  3. On the society, click Fix payment method.
  4. In the new window, modify your info.

Learn more near what to practice if you permanently closed your payments profile.

Check if your card is accepted

To cheque if your update is successful:

  1. Expect for 1 or two hours.
  2. On your reckoner, sign in to Google Pay.
  3. Bank check if the "Fix payment method" button shows upwardly. If it'due south at that place, try to update the payment info again.

If you try to update again and it doesn't work:

  • Make sure the billing address matches the one on your payment menu: Learn more about how to change your home or billing accost.
  • Check that your payment method info is correct: Larn more about how to edit your payment method.
  • Try a new carte du jour: Try to update to a dissimilar card with the "Fix payment method" button.

Important: If the payment doesn't work, the order cancels afterward 7 days. In that case, identify a new gild.

Why cards get declined

Your card tin get declined for many reasons:

  • Mistake with the card number: Enter your card number again.
  • Expired credit carte du jour: If your card isn't expired, make certain to enter the right date.
  • Mistake with the security lawmaking: Double-check the code and enter it over again.

If you lot detect an effect with the card details, update your card information.

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

If you lot still can't get your carte du jour to work, contact your card provider.

Manage fault messages

If you tin't complete your purchase considering of an error message, try these steps before you contact us.

"Your transaction can't exist completed"

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

  • Use a different payment method.
  • Bank check whether the billing accost for your payment method matches the address in your Google Pay settings. If they don't match, update your address on Google Pay. So endeavor over again.
  • If y'all use guest checkout, sign in to your Google Account. If you lot don't have ane, create an account get-go.
  • If you pay with a credit card, contact your bank or fiscal institution almost this transaction.

"Unable to complete transaction: expired carte"

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

Important: These steps also apply when you get the error message: "Your payment didn't go through. Please try a dissimilar payment method or endeavor again subsequently."

Footstep 1: Check if your menu is up to date

  1. If it isn't, update your payment method.
  2. Try to lodge again.

Pace two: Check your payment account

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

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

You can go this message because there's a suspicious purchase in your business relationship. Y'all tin besides get this message because we need more info to:

  • Protect your business relationship against fraud
  • (European union residents) Comply with European union law

To set up the result:

  1. On your computer, go to Google Pay.
  2. Human action on any alerts or requests. Before you lot club, make certain to verify your identity.
  3. Make certain your name, address, and payment info are up to engagement.

"Unable to procedure payment: low bill of fare balance"

Check your account balance or contact your bank.

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

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

Tip: If yous're an administrator, learn how to set up the billing outcome.

Find your administrator

Your administrator can be:

  • Someone in your It department or Help desk at a visitor or schoolhouse
  • The person who manages your email or website
  • The person who gave yous your username

Ineligible or unavailable payment card

Card is unavailable & needs verification

If your card is unavailable and the message says "verify on pay.google.com," or "verify in your Google Account's payment methods," your card is reported as stolen. Before you use the menu again, you must verify it:

  1. On your computer, get to Google Pay.
  2. Sign in to your account:
    • If you have multiple accounts: Sign in to the business relationship with the unavailable carte.
    • If y'all don't use Google Pay: Become to your business relationship's "Payment methods" page.
  3. Click Payment methods.
  4. Side by side to the card that says "Verification needed," click Verify and then Get code.
  5. Detect the verification lawmaking. The code is the last six digits of the temporary agree called "GOOGLE" on your card statement. The hold is less than $i.95 USD. You may get the code right away, but sometimes it tin can take up to seven days.
  6. Return to your account.
  7. Enter the verification code.

Menu is unavailable & ineligible

If your card is unavailable and you become a message that your card is ineligible, endeavor to gild with a different card.

If the card you want to employ isn't listed, follow the instructions on the screen to add a new menu.

Related resources

About your purchase:

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

More from Google Store:

  • Go Preferred Intendance from the Google Shop
  • Nest Cameras and Doorbell setup and installation
  • Purchase and manage Nest Enlightened
  • Visit the Google retail shop in person

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