If you have problems paying for Google products, you might need to fix a problem with your payments profile.

Google Play Store Payment Not Working or Not Completed Issue

Table of Contents

“Your transaction cannot be completed”

A variety of different situations may trigger this message. Try these suggestions to resolve the issue:

If this message is followed by instructions to send us additional information, do so. The other steps listed are unlikely to solve this problem.
Check if the billing address of your payment method (such as a credit card) matches the address registered in the Google payment center settings. If they don’t match, update your address at your Google payment center and try the transaction again.
Try using a Google Play gift card to complete the transaction.
Try using the best interface for your computing device:
If you are using a desktop computer, try the transaction using the Google product website.
If you use a mobile device, try using the product’s mobile application (if an application is available).
If you are using the payment process as a guest when the error occurred:
Try to sign in to an existing Google account and place the order again.
Try to create a new Google account if you don’t have one yet and visit the Google Store to retry the transaction.

“Unable to complete transaction: Expired card”

Check to see if your payment method is up to date. If it isn’t, update it in the Payments center.

“Unable to complete the transaction. Please use another form of payment.”

Note: These steps also apply if you see the error message “Your payment didn’t go through. Please try a different payment method or try again later.”

Try the following:

Check if your payment method is up to date. If not, update it in the Payment Center, then try your purchase again.
Make sure you have enough money in your account for the purchase.
If you still have problems, contact your bank to see if there is a problem with your account.
Try to make the purchase again with a different payment method.

“Your payment was declined due to an issue with your account”

If you see this message, it might be because:

We saw a suspicious transaction on your payments profile.
We need a little more information to protect your account against fraud.
We need a little more information to comply with EU law (European customers only).

To fix the issue, try the following:

Go to the payment center.
Take action on any error or request in the payment center.
You may need to verify your identity before you can buy something through your Google account.
Make sure your name, address, and payment information are up to date.

“Unable to process payment: Low card balance”

You may not have enough funds in your account to make the payment. Check your account balance or contact your bank.

Ineligible or grayed out card

If your card is dimmed or you see a message that your card is not eligible, you cannot use it for this type of purchase. Try to make the purchase again with a different payment method.

If you do not see the payment method you want to use, follow the on-screen instructions to add a new one. You can also add a new payment method to your payment profile.

Closed payments profile

Learn more about what to do if you temporarily or permanently closed your payments profile.

If you’re still having trouble, contact support.

Resolve payments profile setup issues

If you have a problem completing the signup form and creating your payments profile, make sure you followed the guidelines below:

Register from a supported country: Depending on the Google product, we may not yet support your country for commercial payments. Learn more about the countries we support for the registration of merchants and developers.
Use a physical business address: Google currently only allows merchants to use a physical address in their payment profile. We do not allow merchants to use P.O. boxes as your business address.
Use the correct credit card format: our system only accepts a-z, A-Z and 0–9 as entries for the name of the credit card statement. If you use other characters or languages, you will see an error.
Use a legal business name that is not too long: our system only allows trade names of up to 60 characters.

If you follow these guidelines and still have issues, contact us for payment profile support.

Report unauthorized charges

If you see charges on your payment profile or on your credit or debit card statement that you don’t believe you have made, try the following before contacting Google.

Check that the charge came from Google

Charges for Google products or services appear on your card statement starting with “Google.”

If the charge isn’t from Google, contact your bank.

Double-check common issues

These common issues are often mistaken for unauthorized charges:

Family and friends: Check if family or friends who have access to your card or account bought something.
Canceled Orders: If you recently canceled an order, you could still see a pending charge. The amount will disappear after a short period of time as the cancellation is processed.
Duplicate charges: With some purchases, you may see a pending authorization for the same amount as the charge. It should disappear in a few days.
If you still believe that you were charged twice for something, log in to Subscriptions and services and check for duplicate orders.
Recently added payment methods: When you add a payment method to your payment profile, such as a new card, you may see a small pending transaction in your bank statement. This is a temporary authorization that will not be charged.

Compare your Google purchase history with your card or bank statement

It is easy to forget the purchase you have made. Before reporting a charge as unauthorized, compare your Google purchase history with the charges listed on your card or bank statement to remember purchases you have forgotten.

To view your Google purchase history:

Sign in to Google payments subscriptions and services.
Click into the individual subscriptions and services to view transactions for that product.

Check your subscriptions

Make sure the charge isn’t from a subscription you or a family member has set up.

View, edit, or cancel your subscriptions.

What to do after finding an unauthorized charge

Report the unauthorized charge

If you still don’t recognize the charge and think it is fraudulent, report it to us. If the charge isn’t from Google, contact your bank.

After you’ve reported the charge, you can check the status of your submission.

Change your password

If you share your device with other people (such as a small child) or suspect someone has your password, change or reset your password.

Identify fake Google payments center emails

Google never asks you to provide personal information. If you receive an email asking for this information, it is likely to be a fake email from an entity that claims to be Google.

Information Google won’t ask for over email

Usernames and passwords
Social Security numbers
Bank account numbers
PINs (Personal Identification Numbers)
Credit card numbers
Your mother’s maiden name
Your birthday

I received a suspicious email

If you receive a suspicious email, do not provide the sender with any information, download attachments or click on any link.

If the message claims to be from Google, report it.

Permanently close your payments profile

Closing your Google payment profile removes your transaction and payment information permanently. You cannot reopen a closed payment profile.

Important: If you close your payments profile, you cannot:

Buy things from Google Play or other Google products
Use Google Pay to make purchases
Send or request money with Google Pay Send or Gmail
Store gift cards, loyalty programs, and payment information
See your transaction history

After closing your profile, you must create a new payment profile if you want to buy Google products and services or receive payments from Google. You can create a new profile by buying something from Google or signing up for a Google service that pays you.

Only business and individuals can close their payment profiles. To close a merchant profile, contact our support team.

Consider removing payment methods

If you want to close your payment profile due to concerns about the security of one of your payment methods (such as a credit card), consider removing that payment method from your profile. That way, you can still access your payment information, methods and transaction histories.

If you have multiple payments profiles

Use the “Close your payment profile” tool to close your most recently used profile. If you have multiple payment profiles, first select the profile you want to close by following these steps:

Log in to the payment profile.
Select the payment profile you want to close.
Continue with the Close payment profile tool.

Close your payments profile

You can only close a payments profile if you’re the admin or profile owner.

To close your payments profile, use the Close your payments profile tool.

Manage an abandoned property adjustment

You may see a line in your “Payment History” labeled “Abandoned Property Setting.” This note means that Google has sent your name and account balance to your state government for safekeeping. U.S. law UU. It requires Google to take this action, called “evasion,” when your Payments Merchant Center account is considered abandoned.

Understand escheatment

Companies in the US UU. They are required to give assets that they believe are abandoned to US state governments. UU. The appropriate state government is the state where you have told us that you reside. If you reside outside the US UU., The law tells us to send your balance and information to the state of Delaware, our state of incorporation.

Take the next steps

If your balance has already been transferred to the state government, then you can request the Unclaimed Property Office of your state government to return the money. For more instructions, visit the unclaimed money site.

If your balance has not been transferred to the state government, log in to Payments Merchant Center and follow our steps to add a valid bank account.