If you have charges on your Google Pay that you believe are not authorized, you should report them immediately. Follow the below steps to report unauthorized charges on Google Pay.
First, check your 'Payment Profile' on your Google account.
You will be asked to sign in to your Gmail account with your email and password if you are not already signed in.
After signing in, you are redirected to your Google Payment Profile which displays all the charges from your account. If there are charges here you don't recognize, there may be a problem. However, it's first recommended you consider all options for the charges (see next steps).
It's suggested you consider some common reasons for unexpected charges.
Friends and family: Check if someone else who has access to your account did not purchase products.
Canceled orders: If you cancel an order, it can appear as a pending charge on your credit card for a few days. It will eventually disappear without charging you.
Duplicate charges: Sometimes, a charge will appear as an approved transaction and a pending charge at the same time. The pending charge will disappear after a few days. However, you could have accidentally purchased a product twice. In the 'Subscriptions and Services' section of your Google profile, review your order history to see if there are duplicates of orders.
Recently added new payment method: When you add a new method of payment to your Google account, you may see a small pending charge for a few days. This is to confirm that your card works, and the pending charge will disappear in a few days.
Subscription charges: Make sure the charge isn't from a subscription service that you, or someone else with access to your account, has signed up for. You could have not realized or forgotten you were signing up for a monthly charge. You can check which subscriptions you have signed up for here: https://pay.google.com/payments/home#subscriptionsAndServices
It can be difficult to remember all the charges you make. Before you report the unauthorized charge, it's best to compare your Google Pay orders and your credit card statements.
If you feel confident the charge is unauthorized, you can contact Google for support. Go to https://payments.google.com/payments/unauthorizedtransactions
A warning will pop up asking you to confirm the charge is fraudulent, select 'Continue."
Check the box at the bottom of the form and select 'Submit'.
You will receive an email confirming your submission, and it will include a claim ID.
You will be able to see the status of your claim by entering your email address and claim ID here: https://payments.google.com/payments/unauthorizedtransactions?uts=status
If your Google account uses Paypal for charges, you will have to fill out this form: https://support.google.com/pay/contact/unrecognized_charge
You will be asked to complete the form based on if your charges were made in your Google Play account. Complete the form as instructed.
A few things to note:
All charges from your Google Pay account will show up on your visa and debit statements starting with the word 'GOOGLE' in front of every charge. If this is not the case, these are not Google Pay charges.
If you believe the charge is unauthorized, you should contact your bank immediately to let them know your credit or debit card may be compromised.
You should immediately change your password as it has potentially been compromised.
Google tries to respond to claims within 48 hours but it could take as many as several business days to receive a response. If you are eligible for a refund, it can take several business days for the refund to show on your credit card statement. Google will confirm via email when they have processed the refund for your account.
After thousands of Google Play customers came to GetHuman in search of an answer to this problem (and many others), we decided it was time to publish instructions. So we put together How Do I Report Unauthorized Charges on Google Pay? to try to help. It takes time to get through these steps according to other users, including time spent working through each step and contacting Google Play if necessary. Best of luck and please let us know if you successfully resolve your issue with guidance from this page.
GetHuman has been working for over 10 years on sourcing information about big organizations like Google Play in order to help customers resolve customer service issues faster. We started with contact information and fastest ways to reach a human at big companies. Particularly ones with slow or complicated IVR or phone menu systems. Or companies that have self-serve help forums instead of a customer service department. From there, we realized that consumers still needed more detailed help solving the most common problems, so we expanded to this set of guides, which grows every day. And if you spot any issues with our How Do I Report Unauthorized Charges on Google Pay? guide, please let us know by sending us feedback. We want to be as helpful as possible. If you appreciated this guide, please share it with your favorite people. Our free information and tools is powered by you, the customer. The more people that use it, the better it gets.
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