If you try to buy something on Google Play but your payment is declined or won't process, try the steps below.
If you've bought something then have a problem with or question about it, see problems with in-app purchases or returns and refunds for Google Play purchases.
Verify your payment info
Your payments profile might be deactivated. To reactivate your profile, submit your payment information.
- Sign in to Google Pay.
- At the top, select Alerts
.
- If you have a red alert, enter your payment information and wait for the team to respond.
- Check your email for the review results.
Try to pay with a different payment method
- On your computer, go back to the item you want to buy on https://play.google.com.
- Click on the price.
- Next to the payment method, click the Down arrow
.
- Choose a different payment method or add a new one.
- Follow the onscreen instructions to complete your purchase.
Fix credit and debit card errors
There may be a problem with your credit or debit card if you see one of the following error messages:
- "Unable to process payment: low card balance"
- "Unable to complete transaction. Please use another form of payment"
- "Your transaction cannot be completed"
- "Unable to complete transaction: expired card"
- "Correct this card info or try another card"
To fix these errors, try the following steps:
Expired credit cards or old billing addresses are a common reason for payments not to work properly. To update this information use Google Pay:
Remove or update expired cards
- On your computer, sign in to https://pay.google.com with your Google Account.
- Find the payment method you are trying to use for the purchase.
- Check the expiration date of the payment methods listed.
- Remove or update any expired payment methods.
Check that your zip code is up to date
If your credit card is registered to a different address that can cause the payment to be declined. Check the zip code matches your current address.
- On your computer, sign in to https://pay.google.com with your Google Account.
- Click Payment methods.
- Find the payment method you are trying to use for the purchase.
- Click Edit.
- Check that the zip code listed matches the zip code of the billing address of your card.
- If needed, update the zip code.
Then, try your purchase again.
If the error message is followed by instructions for submitting additional information to Google, please submit it. We will not be able to process the transaction on your account without this information.
Sometimes a transaction is declined because of insufficient funds. Check your account to make sure you have enough to complete the purchase.
Your card may have specific restrictions which cause the transaction to be declined. Contact the institution that issued your card to ask about the transaction and see if they know the reason for the decline.
Fix errors with other payment methods (direct carrier billing, online banking, Google Play Balance, Gift Cards, and more)
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 (Customers from European Union member states only).
To help fix these issues:
- On your computer, sign in to https://pay.google.com with your Google Account.
- Take action on any errors or requests in the payments center.
- You might need to verify your identity before you can buy anything through your Google Account.
- Make sure your name, address, and payment information are up to date.
If you're having trouble paying through direct carrier billing, try the following:
- Make sure you're connected to your carrier network, directly or by wi-fi.
- Make sure you've added direct carrier billing as a payment method.
- Make sure you're using the local currency.
If you still have problems, contact your mobile phone service provider for help.
If you're having a problem with a different payment method, go to Google Pay to fix the issue.
- On your computer, sign in to https://pay.google.com with your Google Account.
- Look for any notifications or requests for information & provide anything that's asked for.
- Check that your address is up to date.
- Check that the payment methods listed are the ones you want to use.
If you use dual SIM card devices
From 31 December 2020, retailers and card issuers may need to comply with new security requirements. The security requirements are imposed on banks and payment processors by the Payment Services Directive 2 (PSD2), taking effect in the European Economic Area (EEA) and the United Kingdom (UK).
Your bank may now require strong customer authentication (SCA) when using a credit or debit card online. SCA can be a pass code sent via text or email, a security question or redirection to your bank's website.
PSD2 has been introduced to provide better protection for your online payments. Your card-issuing bank sends the SCA, not Google. For any issues with the process, you should contact your card-issuing bank (their phone number should be on the back of your card). If you’re having difficulties making purchases on Google Play, you can also try an alternative payment method.
