Resolve Billing Issues

On rare occasions, you might be due a refund or have a credit on your account, or you might need to resolve a declined payment.

Getting a refund

If you cancel your billing account and have unused funds in your account, you might be eligible for a refund.

Keep in mind that we don't offer refunds in these cases:

  • You have money left over in your billing account from a promotional code.
  • Your billing account isn't disabled.
  • You have an outstanding balance. (If you're not sure whether this is the case, select a billing account and then click the Payment overview tab to see if there's an outstanding balance in your billing account.)

For accounts using Google Cloud services, you can start the refund process by submitting a refund request through the Cloud Services Billing Requests form. In the Full Description section of the form, include the following information:

  • The reason for the refund/cancellation of your account.
  • The amount of the refund you're requesting.
  • The date you cancelled your account or deleted your project.

Viewing credits and adjustments

On rare occasions, Google might modify your account balance. This is called an adjustment. Most of the time, adjustments come in the form of credits. Credits reduce your account balance.

If your account is configured for monthly invoicing, you may also receive documents called memos when an adjustment is issued.

  • Credit memos can apply to existing invoices and reduce the amount you need to pay, or may remain on your account as unapplied to be applied to invoices at your discretion. If you have unapplied payments or credits, they will appear above your invoices. To apply an unapplied payment or credit, contact our collections team and let them know how you want to apply it.
  • Debit memos act as additional invoices that you must pay.

Separately, you may also have promotional credits applied to your account. Promotional credits differ from adjustments and are applied to future use charges.

View adjustments and memos applied to your account

Adjustments and memos are viewed on the Transactions page in Cloud Billing.

  1. Sign in to the Google Cloud Console.
  2. Open the console navigation menu (menu) and select Billing.
  3. If you have more than one billing account, select Go to linked billing account to manage the current project's billing. To locate a different billing account, select Manage billing accounts.
  4. From the Billing navigation menu, click Transactions.

On the Transactions page:

  • Adjustments appear inline with other activity in the Transactions view.
  • Memos appear alongside other PDFs and CSVs under the Documents section for each month.

View promotional credits applied to your account

Promotional credits are viewed on the Billing Account Overview tab in the Billing Overview page of the Cloud Console.

  1. Sign in to the Google Cloud Console.
  2. Open the console navigation menu (menu) and select Billing.
  3. If you have more than one billing account, select Go to linked billing account to manage the current project's billing. To locate a different billing account, select Manage billing accounts.

On the Billing Account Overview tab:

  • If your billing account has any credits, a summary of remaining credits appears in a Promotional credits section. Credits that have expired or been fully used do not appear in this summary.
  • Select Credit details to see a more detailed list of all your credits, including expired and exhausted credits. For each credit, you will see the Credit name, the Status of the credit (available or expired), the Remaining value and Original value, the Type (recurring or one-time), the Credit ID that appears on invoices, the Scope if the credit is restricted to particular services or SKUs, and the Start date and End date.
  • If Promotional credits does not appear on the account overview page, it means this billing account does not have any credits.

Resolving declined payments

Sometimes payments are declined, and when they are, we might stop running your services until your payment can be processed. Fortunately, you can get your services running again in just a few steps.

  1. Find out the reason for the decline. You can view declined payment information for your billing account on the View Transactions and Documents page, accessible via the Payment Overview tab. In your transaction history, you can see the date of the decline, the amount, and if your bank shared it with us, the reason for the decline. (Keep in mind that Google doesn't decline payments; your bank or credit card institution does.)
  2. Contact your bank or credit card company. If you can't figure out why your payment was declined or if you can't solve the issue, contact your bank or credit card company. Give them the date and amount of the declined payment, and they should be able to tell you what the problem is and help you fix it.
  3. Re-enable your form of payment. After you've contacted your bank and made sure that the form of payment will work, here's how to re-enable it:
    1. Sign in to the Google Cloud Console.
    2. Open the console navigation menu (menu) and select Billing.
    3. If you have more than one billing account, select Go to linked billing account to manage the current project's billing. To locate a different billing account, select Manage billing accounts.
    4. From the Billing navigation menu, click Payment method.
    5. Find the form of payment and check to make sure that all the details are correct for this form of payment.
    6. Below the information for the form of payment, click Re-enable form of payment.

It's important to note the following:

  • Re-enabling your form of payment will automatically trigger a charge for your outstanding balance. It may take a few hours to process the payment. If the payment isn't successful within one business day after you re-enabled your form of payment, reactivate your account by making a manual payment or adding a new payment method. For more information, see Add, Remove, or Update a Payment Method or Make a Manual Payment.
  • Help keep your services running by entering a backup credit card. We'll charge your backup card only if your primary form of payment is declined. For more information, see Add, Remove, or Update a Payment Method.
  • If your billing account remains invalid for a protracted period, some resources might be removed from the projects associated with your account. For example, if you use Google Cloud Platform, your Google Compute Engine resources might be removed. Removed resources are not recoverable.
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