Fix issues with your order

Use this folio to assist empathise and fix bug with your order.

Set up shipping issues

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

Delayed orders

Why orders get delayed

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

Tip: If yous paid for expedited shipping and your order arrives late, you get a refund of the shipping fees for any delayed role of the shipment. When yous have multiple shipments in your order, the total shipping fee is split across the shipments. If at that place's a delayed shipment, you get the shipping fee for that function of the shipment refunded.

Find your updated commitment engagement

  1. On your computer, become to your "Order History" page.
  2. Check your new delivery date.

Track your delayed order

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

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

Cancel your order

  1. On your figurer, get to your "Order History" folio.
  2. Detect the club to cancel.
  3. Click Cancel social club. If the "Cancel club" button is missing, it's too late to abolish.

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 Office boxes, or military addresses

Tip: If there'south a cancellation, since the order stays in the warehouse, y'all don't become charged. Also, funds put on agree return to yous.

Set a canceled social club

If there's a payment or address effect, right the problem and endeavour to social club again.

Note: If you placed an society as a guest without signing into your Google business relationship and your social club failed due to a payment effect, your order volition be canceled and you'll need to make 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's another problem:

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

Didn't receive packet

If yous go an e-mail that confirms your delivery, but yous 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 find the tracking number on the e-mail that says your guild shipped or on your "Order History" folio.
  • Cheque that the shipping address is correct: Y'all can find the shipping accost in the emails you receive about your guild or on the "Order details" page. Go to your "Order details" page through your "Order History" page.
  • Check the nearby expanse: You can also check with neighbors.
  • Wait up to 48 hours: After the tracking website says "Delivered," you can wait to allow for unexpected delays. To cheque the status, contact the delivery carrier straight.

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

Undeliverable or incomplete shipping address

Undeliverable address

If your shipping accost is undeliverable, your order gets canceled. And so y'all receive an email that says your info isn't valid.

Incomplete shipping address

If your aircraft address is incomplete, you can:

  • Update your address on your "Gild details" page: Update at nigh an 60 minutes afterward you place the order.
  • Change your address with Google Back up: If it'due south also tardily to update your address, the agent can inquire you lot to cancel the order and place a new one. Yous can also contact the delivery carrier to hold the parcel for pickup.

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

Prepare payment issues

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

Update your info through email

In your notification email, click Set up payment method. If y'all receive an error bulletin, make sure you sign in from the same email account.

Update your info with Google Pay

  1. On your calculator, sign in to Google Pay. Be sure to use the aforementioned electronic mail account.
  2. In the activity tab, find the social club ID.
  3. On the gild, click Gear up payment method.
  4. In the new window, modify your info.

Learn more about what to do if yous permanently closed your payments profile.

Check if your bill of fare is accepted

To check if your update is successful:

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

If you try to update once more and it doesn't work:

  • Make certain the billing address matches the one on your payment card: Learn more than about how to modify your home or billing address.
  • Check that your payment method info is correct: Learn more than about how to edit your payment method.
  • Endeavor a new carte: Try to update to a different bill of fare with the "Gear up payment method" push button.

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

Why cards get declined

Your card can get declined for many reasons:

  • Mistake with the card number: Enter your bill of fare number again.
  • Expired credit card: If your card isn't expired, brand sure to enter the correct date.
  • Mistake with the security code: Double-bank check the lawmaking and enter information technology again.

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

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

If yous all the same tin can't go your menu to work, contact your card provider.

Manage error messages

If you can't consummate your purchase considering of an error message, try these steps earlier yous contact us.

"Your transaction can't be completed"

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

  • Employ a different 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. So try again.
  • If y'all use invitee checkout, sign in to your Google Account. If you don't have one, create an account first.
  • If you pay with a credit bill of fare, contact your banking concern or financial establishment nigh this transaction.

"Unable to consummate transaction: expired menu"

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

Important: These steps too apply when you become the error message: "Your payment didn't go through. Please try a different payment method or attempt again afterward."

Step 1: Check if your card is upward to appointment

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

Step two: Bank check your payment account

  1. Check if there's enough coin in your business relationship.
  2. If there's still problems, contact your bank about your account.
  3. Try to order over again with a different payment method.

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

Yous tin can become this bulletin because at that place'south a suspicious buy in your account. You tin can also go this message because we need more info to:

  • Protect your account against fraud
  • (Eu residents) Comply with Eu constabulary

To set up the issue:

  1. On your estimator, go to Google Pay.
  2. Act on whatever alerts or requests. Before you order, make sure to verify your identity.
  3. Make sure your name, address, and payment info are up to appointment.

"Unable to process payment: low card balance"

Check your account rest or contact your banking concern.

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

If you get this error, so your company or schoolhouse set up your account. To fix this event, contact your Google Workspace administrator.

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

Find your administrator

Your administrator tin be:

  • Someone in your Information technology 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

Menu 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 carte is reported as stolen. Before you use the carte again, you must verify it:

  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 yous don't utilize Google Pay: Go to your account's "Payment methods" page.
  3. Click Payment methods.
  4. Next to the card that says "Verification needed," click Verify and then Become code.
  5. Find the verification code. The code is the last 6 digits of the temporary concur called "GOOGLE" on your card argument. The hold is less than $1.95 USD. You may get the lawmaking right away, but sometimes information technology tin can take upward to 7 days.
  6. Render to your account.
  7. Enter the verification lawmaking.

Card is unavailable & ineligible

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

If the bill of fare you want to utilise isn't listed, follow the instructions on the screen to add a new card.

Related resource

Nearly your buy:

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

More from Google Store:

  • Become 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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