Resolve Cloud Billing issues

Overview

Having trouble with Cloud Billing? This page describes some of the issues you might encounter and provides guidance on how to resolve these issues.

In addition, you can resolve billing concerns by using the Cloud Billing troubleshooter.

If you need help with your Cloud Billing account, Google Cloud offers free Cloud Billing Support to all customers. If you'd like to talk to a support representative about a Cloud Billing question or a billing-related issue that you are having, please visit our Cloud Billing Support page for contact options.

Unrecognized Google Cloud or Google Maps Platform charges

If you received an unexpected invoice for Google Cloud or Google Maps Platform services, or you see charges for Google services that you do not recognize, submit a Cloud Billing Support ticket through the Unknown Google Cloud Charge Inquiry form.

Understanding disputed charges

If you've contacted your bank to dispute a charge, the bank treats the dispute as a chargeback.

In such cases, your bank notifies Google of the disputed charge. After being notified, Google does the following:

  1. Alerts you via email that your dispute was received.
  2. Reviews the details of the dispute and the documentation or evidence you provided.
  3. Submits a decision to your bank, based on the results of that review. This information may agree or disagree with the dispute you filed.

Depending on the decision, you might see one of these changes on your Cloud Billing account:

  1. If Google agrees with your disputed charge: The charge is corrected in your Cloud Billing account. You can see the correction in your transaction history, and you don't need to take any action.

  2. If Google does not agree with the disputed charge, and the card-issuing bank does not resolve the chargeback in your favor: The charge won't be returned to you. Your account will remain active.

  3. If Google does not agree with your disputed charge, and the card- issuing bank resolves the dispute in your favor: Your account will have an overdue balance. You can continue service on your account by making a manual payment.

Missing Cloud Billing transactions or documents

Cloud Billing documents and transactions are accessible in the Google Cloud Console.

If you can't find a specific document or transaction related to a Google Cloud service or Google Maps Platform API, contact Cloud Billing Support for assistance.

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.)

Request a refund

  1. For accounts using Google Cloud services, start the refund process by submitting a refund request to Cloud Billing Support:

    You must be a billing administrator on the Cloud Billing account to use this contact method.

    Get Cloud Billing Support

  2. In the form, provide the values in each of the required fields.

  3. In the More details 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.
  4. Click Submit to send the form and request a refund.

Viewing credits and adjustments

When Google needs to modify your account balance, you receive adjustments. Adjustments come in the form of credits and debits, which reduce your account balance or create additional invoices you must pay.

If your account is configured for monthly invoicing, you might 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.

Understand memos and adjustments

Credit and debit memos describe credit and debit adjustments that have been issued to your invoiced Cloud Billing account.

  • Credit memos describe adjustments that reduce the amount you need to pay for the month in which the credit adjustment is applied.
  • Debit memos describe adjustments that increase the amount you must pay for the month in which the debit adjustment is applied.

The month a memo is issued can be different from the month the adjustment is applied to your invoice. Memos can be applied to a previous, current, or future invoice. For example, a credit memo could be issued in April that documents a credit adjustment applied to a March invoice. Similarly, a credit memo could be issued in May describing a credit adjustment to be applied to your June invoice.

When a credit memo is applied to an invoice, the invoice shows the credit memo amount as an amount paid, reducing the outstanding balance owed on the invoice.

The following table describes how credit and debit memos are reflected in each page, report, or output.

xx
Page, report, or output Description
Cloud Billing Documents page

Access documents issued for your Cloud Billing account, where you can view detailed information about individual debit and credit memos and the correlating adjustments.

  • Viewing an invoice from the Documents page of the Google Cloud Console shows all memo activity applied to that invoice during the invoice period. Memo activity is not detailed in the downloadable invoice PDF.
  • Viewing a memo from the Documents page of the Google Cloud Console shows which invoice the memo was applied to.
Cost table report

Lists the individual adjustments so you can see the credit and debit memos applied during the invoice month. Does not include memos issued but not applied during the invoice period.

Data in the cost table report can be downloaded to CSV.

Cost report When viewing your charges by invoice month, adjustments are aggregated so you can see the total of the credit and debit memos applied during the invoice month. Does not include memos issued but not applied during the invoice period.
Cost breakdown report Adjustments are aggregated so you can see the total of the credit and debit memos applied during the invoice month. Does not include memos issued but not applied during the invoice period.
Cloud Billing data export to BigQuery In your exported data, credit and debit memos reflect the month the adjustment was issued. However, the exported data does not include information about when and where the memos are applied. To learn if and where an adjustment is applied, review the details of the invoice and credit or debit memo documents available in the Cloud Billing Documents page.

View invoices, adjustments, and memos applied to your account

Invoices, adjustments, and memos are viewed on the Documents page in Cloud Billing.

  1. Sign in to the Google Cloud Console.

    Sign in to Cloud Console

  2. Open the console Navigation menu , and then select Billing.

    If you have more than one Cloud Billing account, do one of the following:

    • To manage Cloud Billing for the current project, select Go to linked billing account.
    • To locate a different Cloud Billing account, select Manage billing accounts and choose the account you want to manage.
  3. From the Billing navigation menu, click Documents.

On the Documents page:

Look at the details of an invoice or memo

From the Documents table, click the row of the invoice or document for which you want to view details. A pop-up opens, showing you document header details including the invoice or memo number, amount, status, purchase order number, account details, and more.

  • In the Document Activity section, you can see information including the addresses where the document was mailed and emailed, as well as invoices or credit/debit memos that apply to the document.
  • In the Associated documents section, you can see a list of documents and document types that apply to the document you are viewing.

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.

    Sign in to Cloud Console

  2. Open the console Navigation menu , and then select Billing.

    If you have more than one Cloud Billing account, do one of the following:

    • To manage Cloud Billing for the current project, select Go to linked billing account.
    • To locate a different Cloud Billing account, select Manage billing accounts and choose the account you want to manage.

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 on self-serve (autopay) accounts

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 Transactions page. 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.

      Sign in to Cloud Console

    2. Open the console Navigation menu , and then select Billing.

      If you have more than one Cloud Billing account, do one of the following:

      • To manage Cloud Billing for the current project, select Go to linked billing account.
      • To locate a different Cloud Billing account, select Manage billing accounts and choose the account you want to manage.
    3. From the Billing navigation menu, select Payment method.

    4. Find the form of payment and check to make sure that all the details are correct for this form of payment.

    5. Below the information for the form of payment, click Fix.

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, your Compute Engine resources might be removed. Removed resources are not recoverable.

Other Cloud Billing issues

Use the Cloud Billing troubleshooter to resolve other billing concerns.

If you are stuck and you'd like to talk to a support representative about a Cloud Billing question or a billing-related issue that you are having, visit Cloud Billing Support for contact options.