Prepare issues with your guild

Use this page to help sympathize and ready issues with your order.

Fix shipping issues

If there are problems with the shipment of your gild, apply the tips below to help.

Delayed orders

Why orders get delayed

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

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

Observe your updated delivery appointment

  1. On your computer, go to your "Order History" page.
  2. Bank check your new delivery date.

Track your delayed social club

Of import: If tracking ID is available in your expanse, you tin can track your guild.

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

Abolish your club

  1. On your computer, go to your "Club History" page.
  2. Detect the order to cancel.
  3. Click Abolish order. If the "Abolish club" button is missing, it's likewise belatedly to cancel.

Canceled orders

Why orders get canceled

  • Payment issues
  • Bad shipping address
  • Long delays
  • Finish of life or cease of sale items
  • Orders shipped to unsupported countries or regions, Post Role boxes, or war machine addresses

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

Ready a canceled guild

If in that location'southward a payment or accost issue, correct the problem and try to order once again.

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

For more details, check the Google Store Sales Terms.

Damaged on arrival or other problems

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

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

Didn't receive package

If you go an email that confirms your delivery, only you don't receive the bundle, you tin can:

  • Check the tracking page on the commitment carrier website: Make sure that the tracking page says "Delivered." You tin discover the tracking number on the email that says your order shipped or on your "Society History" page.
  • Check that the shipping address is correct: You lot can find the shipping address in the emails you receive about your order or on the "Order details" page. Get to your "Order details" page through your "Order History" page.
  • Check the nearby surface area: You can also bank check with neighbors.
  • Wait up 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 still missing, contact Google Back up.

Undeliverable or incomplete aircraft address

Undeliverable accost

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

Incomplete shipping address

If your shipping address is incomplete, you can:

  • Update your address on your "Social club details" page: Update at most an hour after y'all place the order.
  • Change your address with Google Back up: If it'due south too late to update your address, the agent tin can ask y'all to cancel the order and place a new one. You can as well contact the delivery carrier to concord the packet for pickup.

If these options don't work, the delivery carrier may return the parcel. To get a refund, contact Google Support.

Fix payment issues

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

Update your info through electronic mail

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

Update your info with Google Pay

  1. On your figurer, sign in to Google Pay. Exist sure to employ the same electronic mail account.
  2. In the action tab, find the order ID.
  3. On the lodge, click Fix payment method.
  4. In the new window, alter your info.

Learn more about what to do if you permanently closed your payments contour.

Cheque if your card is accepted

To check if your update is successful:

  1. Look for 1 or 2 hours.
  2. On your estimator, sign in to Google Pay.
  3. Check if the "Set up payment method" push button shows up. If information technology's there, attempt to update the payment info again.

If you try to update once more and information technology doesn't piece of work:

  • Make sure the billing address matches the 1 on your payment bill of fare: Learn more near how to change your home or billing accost.
  • Check that your payment method info is correct: Learn more about how to edit your payment method.
  • Try a new bill of fare: Endeavour to update to a different card with the "Fix payment method" push button.

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

Why cards become declined

Your carte du jour tin get declined for many reasons:

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

If you find an consequence with the card details, update your card information.

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

If y'all still tin't go your card to piece of work, contact your carte provider.

Manage error letters

If y'all tin't complete your purchase because of an error bulletin, try these steps before you contact us.

"Your transaction can't be completed"

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

  • Use a unlike payment method.
  • Bank 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. And so attempt over again.
  • If you use guest checkout, sign in to your Google Business relationship. If you don't accept ane, create an account first.
  • If you pay with a credit card, contact your bank or fiscal institution about this transaction.

"Unable to complete transaction: expired carte"

"Unable to consummate the transaction. Please use some other grade of payment."

Important: These steps likewise apply when you get the error bulletin: "Your payment didn't become through. Please try a different payment method or endeavor again later."

Step i: Cheque if your carte du jour is upwardly to date

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

Stride two: Bank check your payment business relationship

  1. Check if there'southward enough money in your account.
  2. If in that location's still problems, contact your banking concern about your account.
  3. Attempt to order again with a unlike payment method.

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

You lot tin become this message because there'due south a suspicious buy in your business relationship. You can likewise get this message because we need more info to:

  • Protect your business relationship against fraud
  • (EU residents) Comply with European union police force

To fix the issue:

  1. On your computer, go to Google Pay.
  2. Deed on any alerts or requests. Before you lot order, make certain to verify your identity.
  3. Make sure your name, accost, and payment info are upward to date.

"Unable to process payment: low carte du jour rest"

Bank check your account balance or contact your bank.

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

If you get this fault, and then your company or schoolhouse set upwardly your account. To gear up this issue, contact your Google Workspace administrator.

Tip: If y'all're an ambassador, acquire how to set the billing result.

Find your administrator

Your administrator tin can exist:

  • Someone in your IT department 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 bill of fare

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'south payment methods," your card is reported as stolen. Before y'all use the card again, y'all must verify it:

  1. On your computer, become to Google Pay.
  2. Sign in to your account:
    • If you have multiple accounts: Sign in to the account with the unavailable bill of fare.
    • If yous don't use Google Pay: Become to your account's "Payment methods" page.
  3. Click Payment methods.
  4. Next to the bill of fare that says "Verification needed," click Verify and then Get code.
  5. Find the verification code. The code is the last half dozen digits of the temporary hold called "GOOGLE" on your carte statement. The hold is less than $one.95 USD. You may get the code right away, but sometimes it can take upward to 7 days.
  6. Return to your account.
  7. Enter the verification code.

Bill of fare is unavailable & ineligible

If your card is unavailable and you get a message that your carte du jour is ineligible, endeavour to social club with a different carte du jour.

If the card y'all desire to utilize isn't listed, follow the instructions on the screen to add a new card.

Related resources

About your purchase:

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

More from Google Shop:

  • Get 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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