Fix issues with your order

Employ this folio to help understand and ready issues with your order.

Fix shipping issues

If there are issues with the shipment of your order, use the tips below to assistance.

Delayed orders

Why orders get delayed

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

Tip: If you paid for expedited shipping and your order arrives late, you get a refund of the aircraft fees for any delayed part of the shipment. When you have multiple shipments in your order, the full aircraft fee is split up across the shipments. If there's a delayed shipment, you go the shipping fee for that office of the shipment refunded.

Find your updated delivery engagement

  1. On your estimator, go to your "Order History" folio.
  2. Check your new delivery date.

Runway your delayed guild

Important: If tracking ID is available in your area, you tin can track your order.

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

Cancel your order

  1. On your computer, get to your "Order History" page.
  2. Find the order to cancel.
  3. Click Cancel order. If the "Abolish order" button is missing, information technology'southward too 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 Office boxes, or armed services addresses

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

Fix a canceled order

If at that place's a payment or address event, correct the problem and try to lodge again.

Note: If you placed an order as a guest without signing into your Google account and your order failed due to a payment issue, your guild will be canceled and y'all'll need to make another purchase.

For more details, check the Google Store Sales Terms.

Damaged on inflow or other problems

If your social club is damaged or there's another trouble:

  1. Take photos of the item or box.
  2. On your figurer, contact Google Support. Exist set up to share the photos.

Didn't receive package

If you get an e-mail that confirms your commitment, but you lot don't receive the package, y'all tin:

  • Check the tracking page on the delivery carrier website: Make certain that the tracking page says "Delivered." You can find the tracking number on the email that says your lodge shipped or on your "Order History" page.
  • Cheque that the shipping address is correct: You can detect the aircraft address in the emails you lot receive about your social club or on the "Guild details" folio. Get to your "Society details" folio through your "Order History" page.
  • Check the nearby surface area: You lot can too check with neighbors.
  • Look upwardly to 48 hours: Later the tracking website says "Delivered," yous can wait to allow for unexpected delays. To check the status, contact the delivery carrier directly.

If your order is notwithstanding missing, contact Google Support.

Undeliverable or incomplete shipping address

Undeliverable address

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

Incomplete shipping address

If your shipping accost is incomplete, you lot can:

  • Update your accost on your "Gild details" page: Update at most an hour after you lot place the order.
  • Change your address with Google Back up: If it's besides late to update your address, the agent can ask you to cancel the club and place a new i. Y'all tin also contact the commitment carrier to hold the package for pickup.

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

Prepare payment problems

If your carte du jour 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 you receive an error message, make certain you sign in from the same email account.

Update your info with Google Pay

  1. On your estimator, sign in to Google Pay. Be sure to employ the same electronic mail account.
  2. In the action tab, find the lodge ID.
  3. On the gild, click Fix payment method.
  4. In the new window, alter your info.

Learn more than well-nigh what to do if you permanently airtight your payments profile.

Check if your bill of fare is accepted

To cheque if your update is successful:

  1. Expect for one or 2 hours.
  2. On your computer, sign in to Google Pay.
  3. Check if the "Set payment method" push button shows up. If it's there, endeavor to update the payment info once again.

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

  • Make sure the billing address matches the one on your payment card: Learn more almost how to change your dwelling or billing address.
  • Check that your payment method info is right: Larn more virtually how to edit your payment method.
  • Try a new carte: Try to update to a unlike card with the "Gear up payment method" button.

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

Why cards go declined

Your menu tin can go declined for many reasons:

  • Mistake with the card number: Enter your card number again.
  • Expired credit carte: If your card isn't expired, brand sure to enter the right date.
  • Error with the security lawmaking: Double-check the code and enter it again.

If you lot notice an event with the card details, update your card information.

If your billing address doesn't match the 1 at your depository financial institution, cheque that your Google Pay billing address matches the one on file. Learn how to modify your billing address.

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

Manage error letters

If you can't complete your purchase considering of an error message, try these steps before you contact u.s..

"Your transaction can't exist completed"

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

  • Utilise a dissimilar 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 address on Google Pay. Then try over again.
  • If y'all use guest checkout, sign in to your Google Business relationship. If you don't have i, create an account first.
  • If you pay with a credit carte, contact your bank or financial establishment about this transaction.

"Unable to complete transaction: expired bill of fare"

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

Of import: These steps as well apply when you get the fault message: "Your payment didn't go through. Please try a different payment method or attempt again later."

Step 1: Check if your carte du jour is upwards to date

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

Pace 2: Check your payment business relationship

  1. Bank check if in that location's enough money in your business relationship.
  2. If there'south yet problems, contact your bank about your account.
  3. Effort to order once again with a dissimilar payment method.

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

Y'all can get this bulletin because there's a suspicious buy in your account. You tin also get this message because we demand more info to:

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

To set the issue:

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

"Unable to process payment: low card balance"

Cheque your account balance or contact your bank.

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

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

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

Find your administrator

Your administrator can be:

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

Ineligible or unavailable payment card

Card is unavailable & needs verification

If your bill of fare is unavailable and the message says "verify on pay.google.com," or "verify in your Google Account's payment methods," your card is reported as stolen. Before you utilize the card over again, you 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 account with the unavailable card.
    • If you don't use Google Pay: Go to your account'south "Payment methods" page.
  3. Click Payment methods.
  4. Next to the card that says "Verification needed," click Verify and then Become code.
  5. Discover the verification lawmaking. The code is the last 6 digits of the temporary hold called "GOOGLE" on your menu statement. The hold is less than $1.95 USD. You may get the code right away, simply sometimes information technology can take upward to seven days.
  6. Render to your account.
  7. Enter the verification code.

Bill of fare is unavailable & ineligible

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

If the carte du jour yous desire to use isn't listed, follow the instructions on the screen to add a new carte du jour.

Related resources

Near your purchase:

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

More from Google Store:

  • Get Preferred Care 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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