Fix issues with your order

Use this page to help understand and gear up problems with your society.

Fix shipping issues

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

Delayed orders

Why orders get delayed

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

Tip: If you paid for expedited shipping and your guild arrives tardily, you get a refund of the shipping fees for any delayed part of the shipment. When you lot accept 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.

Notice your updated commitment appointment

  1. On your calculator, go to your "Gild History" page.
  2. Check your new commitment date.

Track your delayed order

Of import: If tracking ID is available in your surface area, you can track your order.

  1. On your figurer, get to either:
    • Your "Gild History" page or
    • The email that says your order shipped.
  2. Check the tracking link of the commitment carrier.

Cancel your guild

  1. On your computer, go to your "Order History" page.
  2. Discover the order to cancel.
  3. Click Cancel order. If the "Cancel social club" button is missing, it'south too late to cancel.

Canceled orders

Why orders get canceled

  • Payment problems
  • Bad aircraft address
  • Long delays
  • Stop of life or end of sale items
  • Orders shipped to unsupported countries or regions, Postal service Role boxes, or military addresses

Tip: If in that location's a counterfoil, since the guild stays in the warehouse, you lot don't go charged. Besides, funds put on hold return to y'all.

Fix a canceled guild

If there's a payment or address consequence, right the problem and try to order once again.

Note: If you placed an order as a guest without signing into your Google business relationship and your club failed due to a payment outcome, your order volition be canceled and you'll need to brand another buy.

For more details, check the Google Store Sales Terms.

Damaged on arrival or other issues

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

  1. Have photos of the item or box.
  2. On your reckoner, contact Google Support. Be set to share the photos.

Didn't receive bundle

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

  • Check the tracking page on the delivery 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 "Guild History" page.
  • Cheque that the shipping address is right: You can observe the shipping address in the emails yous receive nigh your order or on the "Order details" page. Become to your "Order details" page through your "Social club History" page.
  • Check the nearby surface area: Yous tin also check with neighbors.
  • Expect upward to 48 hours: After the tracking website says "Delivered," you tin can look to permit for unexpected delays. To check the status, contact the commitment carrier directly.

If your order is yet missing, contact Google Back up.

Undeliverable or incomplete shipping address

Undeliverable address

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

Incomplete shipping accost

If your aircraft address is incomplete, yous tin:

  • Update your accost on your "Order details" page: Update at most an hr after yous place the society.
  • Modify your accost with Google Back up: If information technology's too late to update your accost, the agent tin ask y'all to cancel the club and place a new one. You can too contact the delivery carrier to concord the package for pickup.

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

Fix payment bug

If your menu gets declined, y'all tin update your payment info within 7 days.

Update your info through electronic mail

In your notification email, click Fix payment method. If y'all receive an error message, brand sure you 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 employ the same email account.
  2. In the activity tab, find the club ID.
  3. On the social club, click Gear up payment method.
  4. In the new window, alter your info.

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

Check if your card is accepted

To cheque if your update is successful:

  1. Wait for 1 or 2 hours.
  2. On your reckoner, sign in to Google Pay.
  3. Check if the "Fix payment method" push shows up. If information technology's in that location, endeavour to update the payment info over again.

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

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

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

Why cards become declined

Your card tin get declined for many reasons:

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

If you lot notice an issue with the card details, update your carte du jour data.

If your billing address doesn't match the i at your depository financial institution, check that your Google Pay billing address matches the one on file. Larn how to modify your billing accost.

If yous still can't go your bill of fare to piece of work, contact your bill of fare provider.

Manage error messages

If you tin't complete your purchase because of an error message, try these steps before you contact the states.

"Your transaction tin't be completed"

If you're asked to provide more 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 address in your Google Pay settings. If they don't match, update your accost on Google Pay. Then try again.
  • If you use guest checkout, sign in to your Google Account. If yous don't have i, create an business relationship starting time.
  • If you lot pay with a credit card, contact your bank or financial institution about this transaction.

"Unable to complete transaction: expired card"

"Unable to consummate the transaction. Please employ another form of payment."

Important: These steps also apply when yous become the fault message: "Your payment didn't get through. Delight try a different payment method or endeavor again later."

Step 1: Bank check if your card is up to appointment

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

Step 2: Check your payment account

  1. Bank check if there's enough money in your account.
  2. If there's even so problems, contact your bank nearly your account.
  3. Try to club again with a different payment method.

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

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

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

To prepare the issue:

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

"Unable to procedure payment: low carte residue"

Check your account residual or contact your banking company.

"This transaction couldn't be completed. Contact your Google Workspace administrator to set up information technology"

If you lot become this error, and then your company or school set your business relationship. To fix this issue, contact your Google Workspace administrator.

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

Find your administrator

Your administrator tin can be:

  • Someone in your IT department or Help desk-bound at a visitor or school
  • The person who manages your email or website
  • The person who gave you lot your username

Ineligible or unavailable payment bill of fare

Carte is unavailable & needs verification

If your card is unavailable and the bulletin says "verify on pay.google.com," or "verify in your Google Account'south payment methods," your card is reported as stolen. Before you lot apply the carte du jour again, you must verify it:

  1. On your computer, become to Google Pay.
  2. Sign in to your business relationship:
    • If you have multiple accounts: Sign in to the account with the unavailable bill of fare.
    • If you don't use Google Pay: Become to your account'southward "Payment methods" page.
  3. Click Payment methods.
  4. Next to the card that says "Verification needed," click Verify and then Go lawmaking.
  5. Find the verification code. The code is the terminal half-dozen digits of the temporary hold called "GOOGLE" on your bill of fare statement. The hold is less than $1.95 USD. You lot may get the code right away, but sometimes information technology tin can accept up to 7 days.
  6. Render to your account.
  7. Enter the verification code.

Card is unavailable & ineligible

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

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

Related resource

Most your purchase:

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

More from Google Store:

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

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