Applies to Cloud Identity Premium and other paid subscriptions in your Google Admin console. Avoid suspension. Fix automatic payments within 30 days of a failed payment or your service will be suspended. Use this information to fix an issue with your Cloud Identity billing account if you get a
payment-related alert in your Google Admin console. If your issue is related to a different Google service, search that product’s Help Center to fix the issue. How to Fix a Payment Issue in Google Workspace The most common billing problem is not having a valid
primary payment method for automatic payments. If we can’t charge your primary or backup payment method, your account will be placed in a grace period and suspended after 30 days. After you fix your primary payment method, any outstanding balance will be charged automatically. If you make a manual payment to lift a payment failure, and then update your primary payment method, you might be
charged twice. If this happens, we'll apply any leftover credit to your next payment. Next to your subscription, click View payment methods. If this task didn't solve your problem, continue to step 2. If step 1 didn't solve your problem, find your alert below.
Common reasons payments can failIf we try to charge your billing account for an automatic payment and our charge is declined, or if you make a manual payment that fails, it means something is wrong with the credit card or bank account you paid with. Credit card limits
If the problem isn't likely to happen again, you can make a manual payment to cover the charge. If none of these solutions works, contact Cloud Identity support. Incorrect credit card information
Bank account problems
If you have enough funds and your bank details and billing address are correct, contact your bank to learn why your payment was declined. Verify your Google Account or bank accountExpand all | Collapse all Verify your Google Account If we can’t verify your Google Account information, Google suspends your payments profile and dims the Make a payment button. Verify your information by filling out this form. Other ways to fill out the form:
Cloud Identity support can’t lift your suspension in this situation. You need to fill out the account verification form. In the Email field of the form, enter an email address that’s listed under Payments contacts on the
Billing Allow 48 hours after submitting the form to receive a response. Verify a newly added bank account Before we can debit a new bank account, we need to verify it's really yours. This process and the time it takes depends on your location:
While Google is verifying your bank account, you get a “Billing verification in progress” message on your Payments page in the Admin console. If you're setting up billing for the first time, your paid service won't begin until your account is verified. Note: To ensure uninterrupted service, you can add a credit card to use for automatic payments until your bank account is verified. Go to Add a credit card as your primary payment method. Fix a common alert problemExpand all | Collapse all Pay with a new payment method
Update an expired card Follow these steps to update an expired primary payment method and then use it to make a payment. To update an expired credit card that isn’t your primary payment method, instead follow the steps in Update your card details.
Update your card details Follow these steps if your credit card:
If your card has expired and it’s your primary payment method, instead follow the steps in Update an expired card. If a credit card in your billing account is about to expire, update the card's expiration date in your Admin console. If its CVC or CVV number changes, update it too. Otherwise, we won't be able to charge your card, putting your service at risk of suspension. Note: On the screen where you update your card’s expiration date, you can also update the cardholder name or the card’s billing address.
Card number changed?If so, you can’t change the number on the screen where you edit the details. Instead, add it as a new card. Then remove the old card from your account. Go to Remove a payment method. I get an error message when making a paymentIf you get an error when you try to make a payment in the Admin console, go to Billing error messages. I'm still having problems after making a paymentIf you made a payment, but you were charged twice or your account still isn't active, go to Troubleshoot problems after making a payment. Related topics
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