Set up issues with your gild

Use this page to help empathise and fix issues with your gild.

Fix shipping issues

If at that place are bug with the shipment of your order, use the tips below to help.

Delayed orders

Why orders get delayed

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

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

Find your updated commitment date

  1. On your figurer, go to your "Order History" folio.
  2. Cheque your new delivery appointment.

Track your delayed order

Important: If tracking ID is available in your area, you tin rails your society.

  1. On your computer, get to either:
    • Your "Gild History" page or
    • The electronic mail that says your order shipped.
  2. Cheque the tracking link of the delivery carrier.

Cancel your order

  1. On your computer, become to your "Club History" page.
  2. Find the order to cancel.
  3. Click Cancel society. If the "Cancel lodge" push is missing, it's too late to cancel.

Canceled orders

Why orders go canceled

  • Payment issues
  • Bad aircraft address
  • Long delays
  • Finish of life or end of sale items
  • Orders shipped to unsupported countries or regions, Mail Office boxes, or military addresses

Tip: If there's a cancellation, since the gild stays in the warehouse, you lot don't get charged. Every bit well, funds put on agree render to you.

Fix a canceled order

If there's a payment or accost issue, correct the trouble and endeavor to lodge again.

Annotation: If you lot placed an order as a guest without signing into your Google account and your order failed due to a payment issue, your order will be canceled and yous'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 at that place's another problem:

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

Didn't receive bundle

If y'all get an email that confirms your commitment, but you don't receive the parcel, y'all can:

  • Check the tracking page on the delivery carrier website: Make certain that the tracking page says "Delivered." Yous can detect the tracking number on the email that says your guild shipped or on your "Order History" page.
  • Bank check that the shipping address is correct: You can find the shipping address in the emails you receive nearly your order or on the "Gild details" page. Go to your "Social club details" page through your "Order History" page.
  • Check the nearby surface area: You can also cheque with neighbors.
  • Expect upwardly to 48 hours: After the tracking website says "Delivered," you can wait to let for unexpected delays. To check the status, contact the delivery carrier directly.

If your order is all the same missing, contact Google Back up.

Undeliverable or incomplete shipping accost

Undeliverable address

If your shipping address is undeliverable, your guild gets canceled. Then you receive an email that says your info isn't valid.

Incomplete shipping accost

If your shipping address is incomplete, yous can:

  • Update your accost on your "Order details" page: Update at most an hour after you place the guild.
  • Modify your address with Google Support: If it'due south likewise late to update your address, the agent can inquire you lot to abolish the order and place a new one. You can too contact the commitment carrier to hold the packet for pickup.

If these options don't piece of work, the commitment carrier may render the parcel. To get a refund, contact Google Support.

Set payment issues

If your carte du jour gets declined, you lot can update your payment info inside seven days.

Update your info through email

In your notification email, click Gear up payment method. If y'all receive an error message, 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 activeness tab, notice the order ID.
  3. On the order, click Fix payment method.
  4. In the new window, modify your info.

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

Bank check if your carte is accepted

To check if your update is successful:

  1. Expect for one or 2 hours.
  2. On your figurer, 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 over again.

If you attempt to update again and information technology doesn't work:

  • Make certain the billing accost matches the one on your payment card: Larn more near how to modify your home or billing address.
  • Check that your payment method info is correct: Learn more about how to edit your payment method.
  • Try a new card: Try to update to a different menu with the "Fix payment method" button.

Important: If the payment doesn't work, the order cancels later 7 days. In that instance, place a new order.

Why cards go declined

Your menu can go declined for many reasons:

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

If you notice an event with the card details, update your carte information.

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

If you still tin't become your card to work, contact your card provider.

Manage error messages

If you can't complete your purchase considering of an error message, effort these steps before yous contact us.

"Your transaction can't be completed"

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

  • Use a dissimilar payment method.
  • 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. Then try over again.
  • If you employ guest checkout, sign in to your Google Account. If you don't take one, create an account starting time.
  • If you pay with a credit bill of fare, contact your bank or financial institution about this transaction.

"Unable to complete transaction: expired card"

"Unable to complete the transaction. Please apply some other grade of payment."

Important: These steps also apply when you get the error bulletin: "Your payment didn't go through. Please attempt a different payment method or endeavour once again later."

Pace 1: Check if your carte du jour is upward to date

  1. If it isn't, update your payment method.
  2. Endeavor to guild again.

Step 2: Cheque your payment business relationship

  1. Check if there's enough money in your account.
  2. If there's however problems, contact your bank well-nigh your account.
  3. Try to order again with a unlike payment method.

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

You can get this message considering there'southward a suspicious purchase in your account. You can also get this message because we need more info to:

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

To fix the result:

  1. On your computer, go to Google Pay.
  2. Act on any alerts or requests. Before you order, make sure to verify your identity.
  3. Brand sure your name, address, and payment info are up to date.

"Unable to process payment: low card balance"

Cheque your account residue or contact your banking concern.

"This transaction couldn't exist completed. Contact your Google Workspace ambassador to prepare it"

If you become this error, then your company or school set upwards your account. To ready this consequence, contact your Google Workspace administrator.

Tip: If you're an administrator, acquire how to gear up the billing issue.

Find your administrator

Your administrator can be:

  • Someone in your Information technology section or Help 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 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's payment methods," your card is reported as stolen. Earlier you use the menu once more, you must verify it:

  1. On your computer, become to Google Pay.
  2. Sign in to your account:
    • If y'all have multiple accounts: Sign in to the account with the unavailable card.
    • If y'all don't use Google Pay: Become to your business relationship's "Payment methods" page.
  3. Click Payment methods.
  4. Next to the carte du jour that says "Verification needed," click Verify and then Become code.
  5. Notice the verification code. The code is the last half-dozen digits of the temporary hold chosen "GOOGLE" on your bill of fare statement. The hold is less than $1.95 USD. Y'all may go the code right away, but sometimes it tin can take up to 7 days.
  6. Render to your account.
  7. Enter the verification lawmaking.

Card is unavailable & ineligible

If your card is unavailable and you get a message that your carte du jour is ineligible, try 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 menu.

Related resource

About your buy:

  • Render a device for a refund
  • Repairs, replacements & warranties
  • Trade in your old phone
  • Request a toll friction 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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