Fix issues with your lodge

Employ this page to assist understand and set up bug with your order.

Ready shipping bug

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

Delayed orders

Why orders become delayed

  • Payment bug
  • Incorrect or incomplete shipping address
  • Harsh weather atmospheric condition
  • Inventory issues
  • Commitment carrier delays

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

Discover your updated delivery date

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

Runway your delayed order

Of import: If tracking ID is available in your area, yous can runway your social club.

  1. On your estimator, get to either:
    • Your "Order History" folio or
    • The electronic mail that says your order shipped.
  2. Check the tracking link of the delivery carrier.

Cancel your order

  1. On your estimator, go to your "Order History" page.
  2. Find the order to cancel.
  3. Click Cancel guild. If the "Cancel order" button is missing, it's too belatedly to cancel.

Canceled orders

Why orders become canceled

  • Payment problems
  • Bad shipping accost
  • Long delays
  • Cease of life or stop of sale items
  • Orders shipped to unsupported countries or regions, Mail Function boxes, or military machine addresses

Tip: If at that place'southward a cancellation, since the order stays in the warehouse, you don't get charged. Also, funds put on hold render to you.

Set up a canceled guild

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

Annotation: If yous placed an order equally a guest without signing into your Google account and your order failed due to a payment event, your lodge will exist canceled and you'll need to make another purchase.

For more details, check the Google Store Sales Terms.

Damaged on arrival or other issues

If your order is damaged or there's another trouble:

  1. Accept photos of the detail or box.
  2. On your computer, contact Google Back up. Exist prepare to share the photos.

Didn't receive package

If you lot get an email that confirms your delivery, but y'all don't receive the packet, you lot tin:

  • Check the tracking folio on the commitment carrier website: Make sure that the tracking page says "Delivered." Yous tin find the tracking number on the electronic mail that says your order shipped or on your "Guild History" page.
  • Check that the shipping address is correct: You tin can find the shipping accost in the emails yous receive about your order or on the "Order details" page. Get to your "Order details" page through your "Order History" page.
  • Check the nearby area: You tin too check with neighbors.
  • Wait up to 48 hours: Later the tracking website says "Delivered," you can wait to allow for unexpected delays. To check the condition, contact the delivery 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 society gets canceled. And so you receive an email that says your info isn't valid.

Incomplete shipping accost

If your shipping accost is incomplete, you can:

  • Update your accost on your "Order details" page: Update at about an hour after you lot place the order.
  • Change your address with Google Support: If it'due south too late to update your address, the agent can ask y'all to cancel the order and place a new one. Y'all can also contact the commitment carrier to concur the package for pickup.

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

Gear up payment bug

If your bill of fare gets declined, you can update your payment info within 7 days.

Update your info through email

In your notification email, click Fix payment method. If yous receive an error message, make sure you sign in from the same email business relationship.

Update your info with Google Pay

  1. On your computer, sign in to Google Pay. Be sure to employ the same email business relationship.
  2. In the activity tab, find the order ID.
  3. On the club, click Fix payment method.
  4. In the new window, change your info.

Learn more about what to exercise if you permanently airtight your payments profile.

Check if your carte is accustomed

To check if your update is successful:

  1. Await for one or 2 hours.
  2. On your computer, sign in to Google Pay.
  3. Check if the "Set payment method" push shows upwards. If information technology'southward at that place, effort to update the payment info again.

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

  • Make certain the billing address matches the ane on your payment carte: Learn more well-nigh how to modify your home or billing address.
  • Cheque that your payment method info is correct: Learn more than about how to edit your payment method.
  • Try a new menu: Try to update to a different card with the "Fix payment method" button.

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

Why cards get declined

Your card can go declined for many reasons:

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

If you find an event with the menu details, update your card data.

If your billing address doesn't match the 1 at your bank, check that your Google Pay billing address matches the one on file. Larn how to change your billing address.

If y'all still tin can't become your card to work, contact your menu provider.

Manage mistake messages

If you can't complete your purchase because of an error bulletin, endeavor these steps earlier you contact usa.

"Your transaction can't be completed"

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

  • Use a dissimilar 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. So try once more.
  • If yous use guest checkout, sign in to your Google Account. If you lot don't have one, create an account first.
  • If you lot pay with a credit card, contact your depository financial institution or financial institution about this transaction.

"Unable to consummate transaction: expired card"

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

Of import: These steps also apply when you get the error bulletin: "Your payment didn't go through. Please try a dissimilar payment method or attempt once again later."

Step 1: Check if your card is upwards to appointment

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

Pace 2: Cheque your payment business relationship

  1. Bank check if at that place'south plenty money in your account.
  2. If in that location's withal bug, contact your bank about your account.
  3. Effort to order once more with a different payment method.

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

You can go this bulletin because there's a suspicious purchase in your business relationship. You can likewise get this message because we need more info to:

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

To fix the issue:

  1. On your reckoner, go to Google Pay.
  2. Human action on whatever alerts or requests. Earlier you society, make sure to verify your identity.
  3. Brand sure your name, address, and payment info are up to date.

"Unable to process payment: low card balance"

Cheque your account rest or contact your banking company.

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

If you become this fault, then your company or school fix your account. To fix this issue, contact your Google Workspace administrator.

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

Observe your administrator

Your administrator can be:

  • 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 y'all your username

Ineligible or unavailable payment card

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's payment methods," your carte du jour is reported equally stolen. Before you use the card again, yous must verify it:

  1. On your computer, go to Google Pay.
  2. Sign in to your account:
    • If you have multiple accounts: Sign in to the business relationship with the unavailable card.
    • If you don't use Google Pay: Go to your account'due south "Payment methods" page.
  3. Click Payment methods.
  4. Side by side 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 hold called "GOOGLE" on your card statement. The hold is less than $ane.95 USD. You may become the lawmaking correct abroad, just sometimes it tin take up to seven days.
  6. Return to your account.
  7. Enter the verification code.

Carte is unavailable & ineligible

If your card is unavailable and you go a message that your card is ineligible, try to society with a different carte du jour.

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

Related resources

Nearly your purchase:

  • Return a device for a refund
  • Repairs, replacements & warranties
  • Trade in your old telephone
  • Asking a toll lucifer
  • Pay for your Google Shop buy over fourth dimension (Financing)

More than 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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