Fix issues with your order

Use this page to help empathise and fix issues with your order.

Fix shipping problems

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

Delayed orders

Why orders get delayed

  • Payment problems
  • Wrong or incomplete aircraft address
  • Harsh weather condition atmospheric condition
  • Inventory bug
  • Delivery carrier delays

Tip: If you lot paid for expedited shipping and your gild arrives tardily, you lot get a refund of the aircraft fees for any delayed office of the shipment. When you have multiple shipments in your order, the total shipping fee is separate beyond the shipments. If there'south a delayed shipment, you get the aircraft fee for that part of the shipment refunded.

Find your updated delivery appointment

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

Runway your delayed order

Important: If tracking ID is available in your expanse, yous tin track your order.

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

Cancel your order

  1. On your computer, go to your "Club History" page.
  2. Find the order to cancel.
  3. Click Cancel order. If the "Abolish society" button is missing, information technology'southward as well 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 Role boxes, or armed forces addresses

Tip: If at that place'due south a cancellation, since the order stays in the warehouse, y'all don't go charged. As well, funds put on hold return to you.

Fix a canceled lodge

If there'south a payment or accost effect, correct the problem and endeavour to society again.

Annotation: If y'all placed an order as a guest without signing into your Google account and your order failed due to a payment result, your order will be canceled and you'll need to make some other buy.

For more than details, check the Google Store 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 figurer, contact Google Support. Be set to share the photos.

Didn't receive parcel

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

  • Check the tracking folio on the delivery carrier website: Brand sure that the tracking page says "Delivered." You tin discover the tracking number on the email that says your order shipped or on your "Club History" folio.
  • Cheque that the shipping address is correct: You can notice the shipping address in the emails you receive virtually your order or on the "Club details" page. Become to your "Society details" page through your "Club History" page.
  • Check the nearby expanse: You tin also cheque with neighbors.
  • Wait up to 48 hours: After the tracking website says "Delivered," you can expect to permit for unexpected delays. To check the status, contact the commitment carrier straight.

If your order is notwithstanding missing, contact Google Support.

Undeliverable or incomplete shipping accost

Undeliverable address

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

Incomplete shipping address

If your shipping accost is incomplete, you can:

  • Update your address on your "Order details" page: Update at about an hour later on you identify the order.
  • Change your address with Google Support: If it's too late to update your address, the amanuensis can enquire you to cancel the order and place a new 1. You can also contact the delivery carrier to hold the package for pickup.

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

Set payment issues

If your card gets declined, yous tin update your payment info within seven days.

Update your info through email

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

Update your info with Google Pay

  1. On your computer, sign in to Google Pay. Be certain to use the same email account.
  2. In the activity tab, find the social club ID.
  3. On the social club, click Fix payment method.
  4. In the new window, change your info.

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

Check if your bill of fare is accepted

To bank check if your update is successful:

  1. Wait for one or 2 hours.
  2. On your calculator, sign in to Google Pay.
  3. Check if the "Fix payment method" button shows upward. If it'south in that location, try to update the payment info again.

If yous endeavor to update again and it doesn't work:

  • Make sure the billing address matches the ane on your payment carte du jour: Acquire more almost how to change your home or billing address.
  • Check that your payment method info is correct: Learn more nigh how to edit your payment method.
  • Effort a new card: Attempt to update to a different card with the "Set payment method" button.

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

Why cards get declined

Your carte du jour can go declined for many reasons:

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

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

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

If yous still can't get your card to work, contact your bill of fare provider.

Manage fault messages

If you tin can't complete your purchase because of an error message, try these steps earlier you lot contact united states of america.

"Your transaction tin't be completed"

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

  • Utilise a unlike payment method.
  • Cheque whether the billing address for your payment method matches the address in your Google Pay settings. If they don't lucifer, update your address on Google Pay. Then endeavor over again.
  • If yous utilize guest checkout, sign in to your Google Account. If you don't have ane, create an account first.
  • If you pay with a credit carte, contact your banking company or financial establishment about this transaction.

"Unable to complete transaction: expired card"

"Unable to complete the transaction. Please use some other form of payment."

Of import: These steps too apply when you get the mistake message: "Your payment didn't go through. Please attempt a different payment method or endeavour again subsequently."

Step 1: Check if your menu is up to engagement

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

Step ii: Check your payment account

  1. Check if there's enough money in your business relationship.
  2. If there'south still problems, contact your bank almost your account.
  3. Try to club again with a different payment method.

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

You tin can get this message because there's a suspicious buy in your business relationship. You can also become this bulletin because we need more info to:

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

To fix the issue:

  1. On your figurer, go to Google Pay.
  2. Human action on any alerts or requests. Before you order, make sure to verify your identity.
  3. Make sure your name, accost, and payment info are up to appointment.

"Unable to procedure payment: low card residuum"

Cheque your account balance or contact your bank.

"This transaction couldn't be completed. Contact your Google Workspace administrator to prepare it"

If yous become this error, and then your company or schoolhouse set your account. To fix this event, contact your Google Workspace administrator.

Tip: If you're an ambassador, learn how to set the billing event.

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 email or website
  • The person who gave you your username

Ineligible or unavailable payment bill of fare

Carte du jour is unavailable & needs verification

If your card is unavailable and the bulletin says "verify on pay.google.com," or "verify in your Google Account's payment methods," your card is reported every bit stolen. Before you apply the card once again, you must verify it:

  1. On your calculator, become 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's "Payment methods" page.
  3. Click Payment methods.
  4. Next to the card that says "Verification needed," click Verify and then Become lawmaking.
  5. Detect the verification code. The code is the last 6 digits of the temporary hold chosen "GOOGLE" on your carte statement. The hold is less than $ane.95 USD. You lot may get the code right abroad, just sometimes information technology can take upwardly to 7 days.
  6. Return to your business relationship.
  7. Enter the verification lawmaking.

Card is unavailable & ineligible

If your card is unavailable and you get a message that your card is ineligible, endeavor to order with a unlike card.

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

Related resources

About your buy:

  • Return a device for a refund
  • Repairs, replacements & warranties
  • Trade in your quondam telephone
  • Asking a toll match
  • Pay for your Google Shop buy over time (Financing)

More from Google Shop:

  • Get 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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