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If you try to buy something on Google Play but your payment is declined or won't process, try the steps below.

Troubleshoot payment and order issues

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.

1. Sign in to Google Pay.
2. At the top, select Alerts
   .
3. If you have a red alert, enter your payment information and wait for the team to respond.
4. Check your email for the review results.

Try to pay with a different payment method

If there's a problem with one payment method you can try paying with a different one.

1. On your Android phone or tablet, open the Google Play Store app .
2. Go back to the item you want to buy & tap the price.
3. Tap the current payment method.
4. Choose a different payment method or add a new one.
5. 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:

Make sure your card & address information is up to date

Expired credit cards or old billing addresses are a common reason for payments not to work properly. To update this information use Google Payments:

Remove or update expired cards

Expired cards cause payments to be declined. To update expired cards:

1. Sign in to https://payments.google.com with your Google Account.
2. Find the payment method you are trying to use for the purchase.
3. Check the expiration date of the payment methods listed.
4. Remove or update any expired payment methods.

Check that your card address matches the address in Google Payments

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.

1. Sign in to https://payments.google.com with your Google Account.
2. Find the payment method you are trying to use for the purchase.
3. Click Edit.
4. Check that the address listed matches the billing address of your card.
5. If needed, update the address.

Then, try your purchase again.

Submit any extra information that is requested

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.

Check you have sufficient funds for the purchase

Sometimes a transaction is declined because of insufficient funds. Check your account to make sure you have enough to complete the purchase.

Contact your bank or card issuer

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.

You might receive an error that contains random numbers when you download Office apps from the Google Play store. The Google Play team is aware of this problem and is working to resolve the issues. In the meantime, please see below for more information and try the workarounds suggested.

What are Google Play Store errors?

Google Play Store Errors typically contain random numbers and are generated when you try to download apps from the Google Play Store. These errors might be due to Google Play Store updates, Google cache issues, Google Play Store stored data issues, or Google account issues.

The following are some of the most common Google Play Store errors:

• Google Play Store error code 18
• Google Play Store error code 20
• Google Play Store error code 103
• Google Play Store error code 194
• Google Play Store error code 492
• Google Play Store error code 495
• Google Play Store error code 505
• Google Play Store error code 506
• Google Play Store error code 509
• Google Play Store error code 905

Resolve Google Play Store Errors

Try the following workarounds to fix the Google Play Store errors.

Clear the Google Play Store cache

1. Open the Settings menu on your device.
2. Go to Apps or Application Manager. (This option might differ depending on your device.)
3. Scroll to All apps and then scroll down to the Google Play Store app.
4. Open the app details and tap the Force stop button.
5. Tap the Clear cache button.
6. Repeat the steps above, but replace Google Play Store in step 3 with Google Play services.
7. Try to download the app again.

Clear the Google Play Store data

If cleaning the cache of the Google Play Store and Google Play Services doesn't resolve the issue, try clearing the Google Play Store data:

1. Open the Settings menu on your device.
2. Go to Apps or Application Manager. (This option might differ depending on your device.)
3. Scroll to All apps and then scroll down to the Google Play Store app.
4. Open the app details and tap the Force stop button.
5. Tap the Clear data button.

When the cache and data are cleared, the Google Play Store error should be resolved. If not, continue to the next step.

Remove your Google account and then add it again

If clearing the cache and data doesn't resolve the issue, remove your Google account, restart your device, and then add your Google account again.

1. Open the Settings menu on your device.
2. Under Accounts, tap the name of the account that you want to remove. If you're using a Google account, tap Google and then the account.
3. Tap the Menu icon on the top right corner of the screen.
4. Tap Remove account.
5. Restart your device and add your account again. Then try to download the app.

Additional help

If these steps don't resolve the error, refer to the following:

• Google Play Troubleshooter
• Google Play Help Center

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