Gear up issues with your order

Employ this folio to help empathize and fix issues with your order.

Fix shipping issues

If there are problems with the shipment of your society, use the tips below to aid.

Delayed orders

Why orders get delayed

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

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

Find your updated delivery appointment

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

Runway your delayed order

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

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

Cancel your social club

  1. On your computer, go to your "Society History" page.
  2. Find the order to cancel.
  3. Click Cancel lodge. If the "Cancel order" push button is missing, information technology'southward too late to cancel.

Canceled orders

Why orders go canceled

  • Payment problems
  • Bad shipping address
  • Long delays
  • End of life or end of sale items
  • Orders shipped to unsupported countries or regions, Postal service Part boxes, or military addresses

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

Gear up a canceled club

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

Note: If you placed an social club equally a guest without signing into your Google account and your lodge failed due to a payment effect, your order will be canceled and yous'll demand to make another purchase.

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

Damaged on arrival or other problems

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

  1. Have photos of the item or box.
  2. On your calculator, contact Google Back up. Be fix to share the photos.

Didn't receive package

If yous get an email that confirms your delivery, but you don't receive the bundle, yous tin:

  • Check the tracking folio on the commitment carrier website: Make sure that the tracking folio says "Delivered." Yous can detect the tracking number on the e-mail that says your order shipped or on your "Order History" page.
  • Check that the shipping address is correct: You can find the aircraft address in the emails you receive about your order or on the "Order details" page. Get to your "Guild details" page through your "Order History" folio.
  • Check the nearby expanse: You lot tin can also check with neighbors.
  • Wait upwardly to 48 hours: After the tracking website says "Delivered," you can wait to allow for unexpected delays. To cheque the status, contact the commitment carrier directly.

If your guild is yet missing, contact Google Support.

Undeliverable or incomplete shipping address

Undeliverable address

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

Incomplete shipping address

If your aircraft address is incomplete, you lot tin can:

  • Update your address on your "Order details" page: Update at most an hour after you place the order.
  • Change your address with Google Support: If it'due south too late to update your address, the agent tin ask you lot to cancel the society and place a new one. You can as well contact the commitment carrier to hold the package for pickup.

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

Fix payment issues

If your card gets declined, y'all tin can update your payment info within 7 days.

Update your info through electronic mail

In your notification email, click Fix payment method. If you receive an error message, brand sure you sign in from the same email account.

Update your info with Google Pay

  1. On your computer, sign in to Google Pay. Be sure to use the same email business relationship.
  2. In the activity tab, observe the order ID.
  3. On the guild, click Set payment method.
  4. In the new window, alter your info.

Learn more most what to do if you permanently closed your payments contour.

Check if your card is accepted

To check if your update is successful:

  1. Wait for 1 or 2 hours.
  2. On your calculator, sign in to Google Pay.
  3. Cheque if the "Fix payment method" button shows up. If it'due south there, attempt to update the payment info over again.

If you lot attempt to update once again and it doesn't work:

  • Brand sure the billing address matches the i on your payment card: Learn more than about how to modify your dwelling or billing address.
  • Bank check that your payment method info is correct: Acquire more about how to edit your payment method.
  • Endeavour a new card: Try to update to a different bill of fare with the "Fix payment method" button.

Of import: If the payment doesn't work, the order cancels afterward vii days. In that instance, place a new lodge.

Why cards get declined

Your card can go declined for many reasons:

  • Mistake with the card number: Enter your carte du jour number again.
  • Expired credit card: If your card isn't expired, make sure to enter the correct date.
  • Mistake with the security lawmaking: Double-cheque the code and enter information technology over again.

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

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

If you lot even so tin't get your carte to work, contact your card provider.

Manage fault messages

If y'all can't complete your purchase because of an error bulletin, attempt these steps before you contact us.

"Your transaction can't be completed"

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

  • Use a dissimilar payment method.
  • Bank check whether the billing accost for your payment method matches the address in your Google Pay settings. If they don't friction match, update your address on Google Pay. And then try again.
  • If you use guest checkout, sign in to your Google Account. If you don't take one, create an account kickoff.
  • If yous pay with a credit card, contact your bank or financial institution about this transaction.

"Unable to complete transaction: expired card"

"Unable to consummate the transaction. Delight use some other grade of payment."

Important: These steps also employ when you get the error bulletin: "Your payment didn't become through. Please try a different payment method or try again later on."

Pace 1: Cheque if your card is up to date

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

Step 2: Bank check your payment account

  1. Check if there'southward enough money in your account.
  2. If there'southward still problems, contact your bank virtually your account.
  3. Try to order again with a different payment method.

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

You lot can get this bulletin because at that place's a suspicious purchase in your account. You can also become this message because we need more info to:

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

To fix the issue:

  1. On your estimator, go to Google Pay.
  2. Human action on whatsoever alerts or requests. Before yous lodge, make sure to verify your identity.
  3. Make sure your name, accost, and payment info are up to date.

"Unable to procedure payment: low card balance"

Check your business relationship balance or contact your bank.

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

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

Tip: If you're an administrator, acquire how to fix the billing consequence.

Find your administrator

Your administrator can exist:

  • Someone in your IT department or Help desk at a company or school
  • The person who manages your electronic mail 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 Business relationship's payment methods," your card is reported as stolen. Before you use the card again, you must verify it:

  1. On your computer, get 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 yous don't use Google Pay: Go to your business relationship's "Payment methods" page.
  3. Click Payment methods.
  4. Next to the card that says "Verification needed," click Verify and then Get code.
  5. Find the verification lawmaking. The code is the last 6 digits of the temporary concur called "GOOGLE" on your card statement. The concur is less than $1.95 USD. Yous may get the code right away, just sometimes it can take up to 7 days.
  6. Render to your account.
  7. Enter the verification code.

Card is unavailable & ineligible

If your card is unavailable and y'all get a message that your card is ineligible, try to gild with a unlike card.

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

Related resources

Nigh your buy:

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

More from Google Shop:

  • Become Preferred Care from the Google Store
  • Nest Cameras and Doorbell setup and installation
  • Purchase and manage Nest Aware
  • Visit the Google retail store in person

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