Fix issues with your gild

Use this page to aid understand and ready bug with your order.

Fix shipping bug

If at that place are problems with the shipment of your guild, utilise the tips beneath to help.

Delayed orders

Why orders get delayed

  • Payment issues
  • Wrong or incomplete shipping address
  • Harsh weather conditions
  • Inventory bug
  • Delivery carrier delays

Tip: If y'all paid for expedited shipping and your society arrives late, you get a refund of the shipping fees for any delayed part of the shipment. When you accept multiple shipments in your gild, the total shipping fee is split up across the shipments. If there's a delayed shipment, you lot become the shipping fee for that part of the shipment refunded.

Find your updated commitment appointment

  1. On your reckoner, go to your "Gild History" page.
  2. Cheque your new delivery date.

Track your delayed society

Of import: If tracking ID is available in your area, you can rails your club.

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

Cancel your lodge

  1. On your figurer, go to your "Order History" page.
  2. Find the order to cancel.
  3. Click Abolish guild. If the "Cancel order" push button is missing, information technology's also late to cancel.

Canceled orders

Why orders get canceled

  • Payment issues
  • Bad shipping address
  • Long delays
  • End of life or end of sale items
  • Orders shipped to unsupported countries or regions, Post Role boxes, or military addresses

Tip: If in that location's a cancellation, since the order stays in the warehouse, you don't get charged. Too, funds put on hold render to you.

Set up a canceled lodge

If there's a payment or accost result, correct the trouble and attempt to gild again.

Note: If yous placed an society as a guest without signing into your Google account and your order failed due to a payment upshot, your order will be canceled and you'll need to brand another purchase.

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

Damaged on arrival or other issues

If your order is damaged or there's some other problem:

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

Didn't receive package

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

  • Cheque the tracking page on the delivery carrier website: Brand sure that the tracking folio says "Delivered." You can find the tracking number on the e-mail that says your lodge shipped or on your "Society History" page.
  • Bank check that the shipping accost is right: You tin can discover the shipping address in the emails you receive most your lodge or on the "Order details" page. Get to your "Order details" page through your "Gild History" page.
  • Check the nearby area: Y'all tin can also check with neighbors.
  • Wait upward to 48 hours: After the tracking website says "Delivered," you tin can wait to allow for unexpected delays. To check the condition, contact the commitment carrier directly.

If your order is still missing, contact Google Support.

Undeliverable or incomplete aircraft accost

Undeliverable address

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

Incomplete shipping accost

If your shipping address is incomplete, you lot can:

  • Update your address on your "Order details" page: Update at most an hour afterwards yous place the order.
  • Change your address with Google Support: If it'southward too late to update your address, the agent can ask you to cancel the lodge and place a new 1. You lot can also contact the delivery carrier to agree the bundle for pickup.

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

Fix payment issues

If your carte gets declined, yous tin update your payment info inside 7 days.

Update your info through email

In your notification email, click Fix payment method. If you receive an mistake message, make sure y'all sign in from the same electronic mail account.

Update your info with Google Pay

  1. On your computer, sign in to Google Pay. Be sure to use the aforementioned electronic mail account.
  2. In the action tab, discover the club ID.
  3. On the order, click Fix payment method.
  4. In the new window, alter your info.

Acquire more nearly what to do if you permanently closed your payments profile.

Check if your card is accepted

To cheque if your update is successful:

  1. Wait for one or ii hours.
  2. On your computer, sign in to Google Pay.
  3. Check if the "Fix payment method" button shows upward. If it's in that location, try to update the payment info again.

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

  • Make sure the billing accost matches the one on your payment card: Learn more virtually how to change your domicile or billing address.
  • Check that your payment method info is correct: Learn more near how to edit your payment method.
  • Try a new card: Effort to update to a different card with the "Fix payment method" button.

Of import: If the payment doesn't work, the order cancels after 7 days. In that instance, identify a new order.

Why cards get declined

Your card can become declined for many reasons:

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

If you notice an issue with the carte details, update your bill of fare data.

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

If you still can't go your card to piece of work, contact your card provider.

Manage mistake messages

If you tin can't complete your buy because of an error message, try these steps before yous contact us.

"Your transaction tin't be completed"

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

  • Use a different payment method.
  • Cheque 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. And so try again.
  • If you lot utilize guest checkout, sign in to your Google Account. If y'all don't have 1, create an account start.
  • If you lot pay with a credit card, contact your banking company or financial institution nigh this transaction.

"Unable to complete transaction: expired card"

"Unable to consummate the transaction. Delight use another form of payment."

Important: These steps also apply when y'all get the error message: "Your payment didn't go through. Please attempt a unlike payment method or try again after."

Stride ane: Cheque if your menu is upwardly to date

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

Step 2: Bank check your payment account

  1. Bank check if there'southward enough coin in your account.
  2. If in that location'due south however issues, contact your depository financial institution about your account.
  3. Attempt to order again with a different payment method.

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

You can get this bulletin because there's a suspicious purchase in your business relationship. Yous can as well get this message because we demand more info to:

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

To gear up the issue:

  1. On your computer, become to Google Pay.
  2. Act on any alerts or requests. Before yous lodge, brand certain to verify your identity.
  3. Make certain your name, accost, and payment info are up to date.

"Unable to process payment: depression card residual"

Check your account residue or contact your depository financial institution.

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

If you get this error, then your company or school ready upwardly your account. To fix this issue, contact your Google Workspace administrator.

Tip: If you lot're an ambassador, learn how to gear up the billing upshot.

Find your administrator

Your ambassador can exist:

  • Someone in your It department or Assistance desk at a company or schoolhouse
  • The person who manages your email or website
  • The person who gave you your username

Ineligible or unavailable payment card

Bill of fare is unavailable & needs verification

If your card is unavailable and the message says "verify on pay.google.com," or "verify in your Google Business relationship'due south payment methods," your card is reported equally stolen. Earlier yous use the carte du jour once again, you lot must verify it:

  1. On your computer, become to Google Pay.
  2. Sign in to your business relationship:
    • If you take multiple accounts: Sign in to the account with the unavailable menu.
    • If you don't employ Google Pay: Go to your account's "Payment methods" folio.
  3. Click Payment methods.
  4. Next to the card that says "Verification needed," click Verify and then Get code.
  5. Notice the verification code. The code is the last 6 digits of the temporary hold called "GOOGLE" on your card statement. The concord is less than $1.95 USD. You may become the code right away, only sometimes it tin take upward to 7 days.
  6. Return to your account.
  7. Enter the verification lawmaking.

Card is unavailable & ineligible

If your bill of fare is unavailable and you get a bulletin that your card is ineligible, try to order with a different menu.

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

Related resources

Virtually your purchase:

  • Return a device for a refund
  • Repairs, replacements & warranties
  • Merchandise in your sometime phone
  • Request a price match
  • Pay for your Google Shop 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 Aware
  • Visit the Google retail store in person

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