Gear up problems with your club

Use this page to assistance understand and prepare issues with your social club.

Fix shipping problems

If there are problems with the shipment of your society, utilize the tips below to aid.

Delayed orders

Why orders get delayed

  • Payment problems
  • Incorrect or incomplete shipping accost
  • Harsh weather condition conditions
  • Inventory bug
  • Delivery carrier delays

Tip: If you paid for expedited shipping and your society arrives late, you get a refund of the shipping fees for any delayed role of the shipment. When you have multiple shipments in your gild, the total shipping fee is split beyond the shipments. If in that location's a delayed shipment, you get the shipping fee for that part of the shipment refunded.

Observe your updated delivery engagement

  1. On your figurer, become to your "Order History" page.
  2. Bank check your new commitment engagement.

Track your delayed order

Important: If tracking ID is bachelor in your area, y'all can rail your lodge.

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

Abolish your order

  1. On your computer, get to your "Society History" page.
  2. Find the order to cancel.
  3. Click Cancel gild. If the "Cancel order" button is missing, it's also late to cancel.

Canceled orders

Why orders get canceled

  • Payment issues
  • Bad aircraft address
  • Long delays
  • Terminate of life or end of auction items
  • Orders shipped to unsupported countries or regions, Post Part boxes, or armed services addresses

Tip: If in that location'due south a cancellation, since the club stays in the warehouse, you don't get charged. Too, funds put on agree render to yous.

Prepare a canceled gild

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

Annotation: If you placed an guild every bit a guest without signing into your Google business relationship and your guild failed due to a payment issue, your order volition exist canceled and yous'll need to brand another purchase.

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

Damaged on inflow or other issues

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

  1. Accept photos of the item or box.
  2. On your estimator, contact Google Back up. Be ready to share the photos.

Didn't receive package

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

  • Check the tracking folio on the delivery carrier website: Make sure that the tracking page says "Delivered." You can discover the tracking number on the email that says your order shipped or on your "Order History" page.
  • Check that the shipping address is right: You lot can find the shipping address in the emails you lot receive about your order or on the "Order details" folio. Go to your "Order details" page through your "Society History" page.
  • Check the nearby area: Yous can also bank check with neighbors.
  • Wait up to 48 hours: Later on the tracking website says "Delivered," you can wait to allow for unexpected delays. To check the status, contact the delivery carrier direct.

If your order is still missing, contact Google Support.

Undeliverable or incomplete shipping address

Undeliverable address

If your aircraft address is undeliverable, your order gets canceled. Then yous 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 accost on your "Order details" page: Update at most an 60 minutes after y'all place the order.
  • Change your address with Google Support: If it's likewise late to update your address, the amanuensis can enquire y'all to cancel the club and identify a new 1. You can also contact the delivery carrier to concord the package for pickup.

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

Fix payment issues

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

Update your info through electronic mail

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

Update your info with Google Pay

  1. On your calculator, sign in to Google Pay. Be sure to use the aforementioned email account.
  2. In the activity tab, observe the society ID.
  3. On the order, click Ready payment method.
  4. In the new window, alter your info.

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

Check if your card is accepted

To check if your update is successful:

  1. Wait for one or two hours.
  2. On your computer, sign in to Google Pay.
  3. Check if the "Gear up payment method" push shows up. If it'due south there, attempt to update the payment info over again.

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

  • Brand certain the billing address 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: Larn more than nearly how to edit your payment method.
  • Effort a new card: Try to update to a dissimilar bill of fare with the "Fix payment method" button.

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

Why cards go declined

Your card can become declined for many reasons:

  • Error with the bill of fare number: Enter your card number over again.
  • Expired credit carte du jour: If your menu isn't expired, brand sure to enter the right date.
  • Mistake with the security code: Double-check the code and enter it once more.

If you lot observe an result with the card details, update your card data.

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

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

Manage error letters

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

"Your transaction can't be completed"

If y'all're asked to provide more info after you go this message, follow the on-screen instructions. Otherwise, try 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 match, update your address on Google Pay. So attempt again.
  • If you use guest checkout, sign in to your Google Account. If you don't accept one, create an business relationship start.
  • If you pay with a credit card, contact your bank or fiscal establishment virtually this transaction.

"Unable to complete transaction: expired card"

"Unable to complete the transaction. Please use some other class of payment."

Of import: These steps likewise apply when you get the error message: "Your payment didn't go through. Please try a different payment method or effort again later."

Stride i: Check if your card is up to appointment

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

Step 2: Check your payment business relationship

  1. Check if at that place's enough money in your account.
  2. If there'south still problems, contact your bank about your account.
  3. Endeavor to gild again with a different payment method.

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

Yous tin can get this message considering there's a suspicious buy in your account. You lot tin as well become this message considering nosotros need more info to:

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

To fix the issue:

  1. On your computer, become to Google Pay.
  2. Deed on whatever alerts or requests. Before yous order, make sure to verify your identity.
  3. Make certain your name, accost, and payment info are up to date.

"Unable to process payment: depression 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 become this error, and so your company or schoolhouse set upwardly your business relationship. To gear up this issue, contact your Google Workspace administrator.

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

Discover your administrator

Your administrator can be:

  • Someone in your IT department or Assistance desk at a company or school
  • The person who manages your e-mail or website
  • The person who gave yous your username

Ineligible or unavailable payment carte

Card is unavailable & needs verification

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

  1. On your computer, go to Google Pay.
  2. Sign in to your account:
    • If you lot have multiple accounts: Sign in to the account with the unavailable card.
    • If you don't utilize Google Pay: Get to your business relationship's "Payment methods" page.
  3. Click Payment methods.
  4. Next to the carte that says "Verification needed," click Verify and then Get lawmaking.
  5. Detect the verification lawmaking. The code is the last 6 digits of the temporary hold called "GOOGLE" on your card argument. The hold is less than $i.95 USD. You lot may get the lawmaking right abroad, merely sometimes it tin can take up to vii days.
  6. Render to your account.
  7. Enter the verification lawmaking.

Card is unavailable & ineligible

If your menu is unavailable and you lot get a message that your bill of fare is ineligible, endeavor to social club with a different card.

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

Related resource

Virtually your purchase:

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

More from Google Store:

  • Become Preferred Care 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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