To use your Google Play gift card, you have to redeem it on Google's website so that the balance is applied to your account and used on your next Google Play order. If you redeemed your Google Play gift card and then checked your balance and found it either wouldn't load or loaded the wrong balance, you need to find out why before ordering anything else.
If Google Play's website froze up when you checked your balance, a bad internet connection might have your device stuck waiting for a response that never comes. Reconnect your device to the internet and check the balance again.
If your device was still connected, Google Play's server is probably experiencing technical difficulties. There may be nothing you can do but wait for Google Play's IT people to fix the problem. If they don't, report your experience to Google Play's customer service. A repair crew will probably be put on the job pretty quickly.
If your balance is displayed but it's too low, there are a few things that could be wrong. One is that you're simply signed in to the wrong account. A lot of households have multiple accounts, so the first thing you should check is that the account you are signed in to is the same as the account you redeemed the gift card on.
If you are signed in to the right account, a technical problem could have happened during the gift card redemption process. If this is the first time you did a balance check since you redeemed the card, and if the balance is off by the amount on the card, you should contact a Google Play representative and ask for help getting the proper card balance back.
If there was no technical difficulty, someone may have used your Google Play account. Ask everyone with access if they have used it. If they haven't, check your recent orders to look for any you didn't place. If you find such orders, change your Google Play password before doing anything else to lock out whoever has gained access to your account.
If someone is using your account without permission, you should tell a Google Play customer service representative and ask for help getting your lost balance back. Google Play could even find out who has been using your account. Do this during the day, in case people from different departments need to ask you questions.
If you have questions, or something to report, you can contact a Google Play customer service representative by phone or by chat.
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 What Do I Do If My Google Play Gift Card Balance Won't Load? 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.
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