Fix bug with your order

Use this page to aid understand and fix problems with your social club.

Set aircraft bug

If there are problems with the shipment of your society, apply the tips below to assistance.

Delayed orders

Why orders go delayed

  • Payment issues
  • Incorrect or incomplete aircraft accost
  • Harsh weather condition atmospheric condition
  • Inventory bug
  • Delivery carrier delays

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

Find your updated delivery appointment

  1. On your computer, go to your "Club History" folio.
  2. Check your new delivery date.

Track your delayed order

Important: If tracking ID is available in your area, yous can runway your order.

  1. On your computer, become to either:
    • Your "Order History" page or
    • The email that says your order shipped.
  2. Bank check the tracking link of the commitment carrier.

Cancel your club

  1. On your computer, become to your "Order History" page.
  2. Find the order to abolish.
  3. Click Abolish order. If the "Cancel order" button is missing, it's too late to cancel.

Canceled orders

Why orders get canceled

  • Payment issues
  • Bad shipping address
  • Long delays
  • Finish of life or finish of auction items
  • Orders shipped to unsupported countries or regions, Post Office boxes, or military addresses

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

Fix a canceled order

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

Notation: If you placed an order as a guest without signing into your Google account and your order failed due to a payment issue, your society will exist canceled and you'll need to make another purchase.

For more details, bank check the Google Shop Sales Terms.

Damaged on arrival or other issues

If your lodge is damaged or there's another problem:

  1. Take photos of the item or box.
  2. On your estimator, contact Google Support. Be ready to share the photos.

Didn't receive parcel

If yous get an electronic mail that confirms your delivery, but y'all don't receive the package, you lot can:

  • Check the tracking folio on the commitment carrier website: Make sure that the tracking folio says "Delivered." You can discover the tracking number on the e-mail that says your gild shipped or on your "Society History" page.
  • Check that the aircraft address is correct: Yous can find the shipping address in the emails y'all receive about your order or on the "Order details" page. Get to your "Order details" page through your "Social club History" page.
  • Check the nearby area: You can likewise check with neighbors.
  • Wait up to 48 hours: Subsequently the tracking website says "Delivered," you can wait to let for unexpected delays. To check the status, contact the delivery carrier directly.

If your society is still missing, contact Google Back up.

Undeliverable or incomplete shipping address

Undeliverable address

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

Incomplete aircraft address

If your shipping address is incomplete, you can:

  • Update your address on your "Order details" page: Update at about an 60 minutes after you identify the order.
  • Modify your address with Google Support: If it's too late to update your address, the agent can ask y'all to cancel the social club and place a new 1. You can also contact the delivery carrier to hold the parcel for pickup.

If these options don't piece of work, the commitment carrier may return the packet. To become a refund, contact Google Back up.

Fix payment problems

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

Update your info through e-mail

In your notification e-mail, click Fix payment method. If you receive an error message, brand sure y'all sign in from the aforementioned e-mail account.

Update your info with Google Pay

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

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

Check if your carte is accepted

To cheque if your update is successful:

  1. Wait for ane or 2 hours.
  2. On your calculator, sign in to Google Pay.
  3. Check if the "Fix payment method" push button shows upwardly. If it's at that place, try to update the payment info again.

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

  • Make sure the billing accost matches the one on your payment card: Learn more about how to change your domicile or billing address.
  • Bank check that your payment method info is correct: Learn more nearly how to edit your payment method.
  • Endeavor a new card: Try to update to a dissimilar carte du jour with the "Gear up payment method" push button.

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

Why cards get declined

Your card tin get declined for many reasons:

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

If you lot observe an issue with the menu details, update your card data.

If your billing address doesn't match the one at your bank, cheque that your Google Pay billing address matches the i on file. Acquire how to change your billing address.

If you still can't get your card to work, contact your card provider.

Manage error messages

If y'all can't consummate your purchase because of an fault bulletin, try these steps before you contact us.

"Your transaction tin can't be completed"

If you're asked to provide more info after you lot go this bulletin, follow the on-screen instructions. Otherwise, endeavor these actions:

  • Utilise a dissimilar payment method.
  • Cheque whether the billing accost for your payment method matches the address in your Google Pay settings. If they don't match, update your address on Google Pay. Then try again.
  • If you employ invitee checkout, sign in to your Google Business relationship. If you don't have one, create an business relationship first.
  • If y'all pay with a credit card, contact your depository financial institution or financial institution about this transaction.

"Unable to complete transaction: expired bill of fare"

"Unable to complete the transaction. Delight use another course of payment."

Important: These steps also apply when yous become the error message: "Your payment didn't go through. Please effort a different payment method or try again later."

Step 1: Check if your card is up to date

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

Step 2: Check your payment account

  1. Check if in that location'south enough coin in your account.
  2. If in that location'southward notwithstanding issues, contact your depository financial institution near your account.
  3. Attempt to order again with a different payment method.

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

You can get this message because in that location's a suspicious purchase in your account. Y'all can also get this message because we demand more info to:

  • Protect your account against fraud
  • (European union residents) Comply with European union law

To fix the issue:

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

"Unable to process payment: low card rest"

Check your business relationship residue or contact your bank.

"This transaction couldn't exist completed. Contact your Google Workspace administrator to prepare information technology"

If y'all go this error, then your company or school set up upwards your account. To fix this result, contact your Google Workspace administrator.

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

Find your administrator

Your administrator can be:

  • Someone in your IT department or Help desk-bound at a company or schoolhouse
  • The person who manages your e-mail or website
  • The person who gave y'all your username

Ineligible or unavailable payment card

Card is unavailable & needs verification

If your carte du jour is unavailable and the message says "verify on pay.google.com," or "verify in your Google Account'south payment methods," your menu is reported as stolen. Earlier y'all use the menu once more, you must verify it:

  1. On your figurer, go to Google Pay.
  2. Sign in to your account:
    • If you have multiple accounts: Sign in to the account with the unavailable card.
    • If you don't employ Google Pay: Become to your account'due south "Payment methods" page.
  3. Click Payment methods.
  4. Side by side to the bill of fare that says "Verification needed," click Verify and then Get code.
  5. Find the verification code. The lawmaking is the last vi digits of the temporary concur called "GOOGLE" on your card statement. The hold is less than $1.95 USD. You may get the lawmaking right away, but sometimes it can take up to seven days.
  6. Render to your business relationship.
  7. Enter the verification code.

Menu is unavailable & ineligible

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

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

Related resource

About your purchase:

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

More than from Google Store:

  • Get Preferred Intendance 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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