Gear up issues with your order

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

Fix shipping issues

If there are bug with the shipment of your social club, use the tips beneath to help.

Delayed orders

Why orders get delayed

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

Tip: If you paid for expedited shipping and your guild arrives late, you become a refund of the shipping fees for whatever delayed part of the shipment. When you accept multiple shipments in your order, the total shipping fee is split across the shipments. If there'due south a delayed shipment, y'all get the shipping fee for that part of the shipment refunded.

Find your updated delivery date

  1. On your calculator, become to your "Order History" page.
  2. Bank check your new commitment date.

Rails your delayed order

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

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

Cancel your gild

  1. On your computer, become to your "Order History" page.
  2. Notice the order to abolish.
  3. Click Cancel order. If the "Cancel gild" button is missing, information technology'southward besides late to cancel.

Canceled orders

Why orders become canceled

  • Payment issues
  • Bad shipping accost
  • Long delays
  • End of life or end of sale items
  • Orders shipped to unsupported countries or regions, Mail service Office boxes, or military addresses

Tip: If there'south a cancellation, since the gild stays in the warehouse, you don't get charged. As well, funds put on agree return to you.

Fix a canceled order

If there'southward a payment or address issue, correct the problem and endeavor to order again.

Notation: If you placed an order as a invitee without signing into your Google account and your social club failed due to a payment issue, your club will be canceled and yous'll need to make another purchase.

For more details, check the Google Store Sales Terms.

Damaged on arrival or other problems

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

  1. Accept photos of the item or box.
  2. On your figurer, contact Google Support. Be prepare to share the photos.

Didn't receive package

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

  • Check the tracking page on the commitment carrier website: Make sure that the tracking page says "Delivered." You can find the tracking number on the email that says your order shipped or on your "Order History" folio.
  • Check that the aircraft address is correct: You can find the shipping address in the emails you lot receive about your order or on the "Order details" page. Go to your "Order details" page through your "Order History" page.
  • Cheque the nearby area: Yous can also check with neighbors.
  • Wait up to 48 hours: After the tracking website says "Delivered," you can look to let 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 accost

Undeliverable address

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

Incomplete shipping accost

If your shipping accost is incomplete, you can:

  • Update your accost on your "Lodge details" folio: Update at most an 60 minutes after you identify the order.
  • Change your accost with Google Support: If information technology'south too tardily to update your accost, the agent can ask you to cancel the gild and place a new one. You can likewise contact the delivery carrier to hold the parcel for pickup.

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

Set up payment issues

If your card gets declined, you can update your payment info within vii 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 e-mail account.

Update your info with Google Pay

  1. On your reckoner, sign in to Google Pay. Be sure to utilise the same email business relationship.
  2. In the activeness tab, notice the order ID.
  3. On the society, click Fix payment method.
  4. In the new window, change your info.

Acquire more near what to do if you permanently closed your payments profile.

Check if your card is accepted

To cheque if your update is successful:

  1. Wait for 1 or 2 hours.
  2. On your computer, sign in to Google Pay.
  3. Check if the "Set up payment method" button shows upwards. If information technology'due south at that place, try to update the payment info again.

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

  • Make certain the billing accost matches the i on your payment menu: Larn more almost how to modify your abode or billing accost.
  • Check that your payment method info is correct: Learn more about how to edit your payment method.
  • Try a new card: Endeavor to update to a different bill of fare with the "Prepare payment method" button.

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

Why cards get declined

Your card can go declined for many reasons:

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

If you lot find an upshot with the card details, update your menu information.

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

If you still can't get your card to piece of work, contact your carte du jour provider.

Manage error messages

If you tin't complete your purchase considering of an fault message, try these steps before you lot contact us.

"Your transaction can't be completed"

If you're asked to provide more info later yous get this message, follow the on-screen instructions. Otherwise, attempt these deportment:

  • Use a different payment method.
  • 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. Then attempt again.
  • If you apply 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 bank or fiscal establishment about this transaction.

"Unable to complete transaction: expired card"

"Unable to complete the transaction. Please use another grade of payment."

Important: These steps as well apply when you lot become the error bulletin: "Your payment didn't go through. Please endeavor a different payment method or endeavour once more later."

Pace 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: Cheque your payment account

  1. Check if in that location'south enough coin in your account.
  2. If there'southward still bug, contact your bank about your account.
  3. Attempt to order once more with a different payment method.

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

You tin become this message considering there's a suspicious purchase in your business relationship. You lot can also get this message because we demand more info to:

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

To set the outcome:

  1. On your figurer, get to Google Pay.
  2. Human activity on any alerts or requests. Before you order, brand sure to verify your identity.
  3. Make sure your name, address, and payment info are upwards to date.

"Unable to process payment: depression carte remainder"

Check your business relationship remainder or contact your bank.

"This transaction couldn't be completed. Contact your Google Workspace ambassador to set up it"

If yous become this error, and then your visitor or school ready upward your account. To fix this issue, contact your Google Workspace ambassador.

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

Observe your administrator

Your administrator can be:

  • Someone in your It section 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 carte du jour

Menu is unavailable & needs verification

If your carte du jour is unavailable and the bulletin says "verify on pay.google.com," or "verify in your Google Account'southward payment methods," your card is reported as stolen. Earlier yous use the carte again, you must verify it:

  1. On your computer, go to Google Pay.
  2. Sign in to your account:
    • If you take multiple accounts: Sign in to the business relationship with the unavailable card.
    • If you don't employ Google Pay: Go to your account's "Payment methods" page.
  3. Click Payment methods.
  4. Adjacent to the menu that says "Verification needed," click Verify and then Become lawmaking.
  5. Find the verification code. The code is the last 6 digits of the temporary concord called "GOOGLE" on your card statement. The hold is less than $1.95 USD. You may get the lawmaking right away, just sometimes information technology 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 yous go a message that your card is ineligible, attempt to order with a different card.

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

Related resources

Nigh your purchase:

  • Return a device for a refund
  • Repairs, replacements & warranties
  • Trade in your sometime phone
  • Request a cost match
  • Pay for your Google Shop purchase 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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