Pay on an app or website

Important:

• Since July 2024 in the US, linked PayPal branded virtual cards are no longer available when you checkout online with the Google Pay button.
• From June 16, 2025 in the US, linked PayPal virtual cards are automatically deleted and no longer supported. Learn more about what happens to your PayPal account.
• To continue to pay online securely and seamlessly with the Google Pay button, make sure you have at least 1 card added to your Google account. Learn how to manage payment methods on the Google Wallet website.
• If you have non-Google recurring payments or subscriptions set up with your linked PayPal account, update your payment method at those businesses as soon as possible to avoid any issues.

Learn which featured apps and sites accept Google Pay.

Learn how to manage payment methods on the Google Wallet website.

If you have a question about your order, contact the merchant directly. The merchant fulfills your order and has details about the transaction status. If the merchant doesn't respond and the money has left your account, you can dispute the charge with your bank or card issuer through the chargeback process.

Contact the merchant directly. If the merchant doesn't respond or isn't helpful, you can dispute the charge with your bank or card issuer through the chargeback process.

• To request a refund or exchange an item, contact the merchant directly.
• Check the original payment method. Your refunds are sent to the original payment method.
• If you no longer have that payment method, contact the merchant for other options.
• If you paid with a virtual card number, learn how to use virtual card numbers.
• To return an item you bought with tap to pay on Google Wallet, learn to return something you bought in store.

The merchant handles refunds and returns. Contact them directly to know the status of your refund.

Important: Google doesn’t hold or process your funds. Transactions happen between the merchant and the financial institution that issued your payment method.

Refunds return to the payment method used at checkout.

Important:

• Google doesn’t hold or process your funds. Transactions happen between the merchant and the financial institution that issued your payment method.
• Refunds don't appear in your Google Pay or Google Wallet transaction history.

To understand why your refund is delayed:

1. Check the expected timeline for the refund with the merchant and your bank.
   • It may take up to 2-4 weeks for the refund to appear in your bank or card statement.
2. After this period, check your bank or card statement.
   • Look for the refund from the purchase date to today.
   • Refunds may appear on different dates. It depends on how your merchant processes the refunds.
3. Check the payment method used at checkout.
   • Refunds return to that payment method.
   • To find the payment method, you can check the merchant confirmation email.

If the merchant says they sent the refund but you haven't received it, ask for the Acquirer Reference Number (ARN). Give this number to your bank or card issuer to trace the transaction.

If the merchant refuses a refund that follows their policies or doesn't respond, contact your bank or card issuer to dispute the charge through the chargeback process.

If a merchant refunds a payment method you no longer have access to:

1. Contact the merchant and ask for the ARN or trace number for the refund transaction.
2. Immediately contact the bank or financial institution that issued the original card or account.
3. Explain that a merchant refunded a closed or inactive account or expired card.
4. Provide the refund details, amount, the date the refund was issued, and the merchant's transaction ID.

Your bank or card issuer will advise you on the next steps.

Important: Google doesn’t hold or process your funds. Transactions happen between the merchant and the financial institution that issued your payment method.

To get a refund:

1. Contact the merchant and ask for the ARN or trace number for the refund transaction.
2. Contact the bank or financial institution that issued the original card or account.
3. Provide the refund details, amount, the date the refund was issued, and the merchant's transaction ID.

If the bank's support isn’t helpful:

1. Raise a complaint with your bank.
2. Ask the bank for a signed and stamped letter that states they do not hold the funds.

For issues with external subscriptions, such as cancellations, recurring charges, or refunds, contact the merchant directly. Google Pay can't cancel these subscriptions for you.

When you use a payment method through a Google service, you may find a charge on your account with the descriptor GOOGLE *TEMPORARY HOLD. This is a pending charge performed to verify that your card account is valid. When the transaction goes through, the hold will go away.

1. Check if the merchant accepts your payment method.
2. Make sure there are no issues with your account. Check payments.google.com for any Alerts .
3. Make sure that the information that your bank or credit card company has matches the name and address in your Payment profile settings.
4. If your billing information matches, try the transaction again with another payment method. Learn how to manage your Google payment info.
5. If you only have one payment method available, try to remove the payment method from your Google Account and add it back again. Then, try the transaction again. Learn how to manage payment methods.
6. If none of the above have worked, to find out why the transaction was declined, contact your bank or credit card company.

The bank knows the specific reason for the decline, like:

• Insufficient funds
• Fraud prevention
• Card restrictions
• Bank side security blocks
• Incorrect card details

Google doesn't have this information.

If you find a transaction you don't recognize, check your bank statement. If you suspect an unauthorized payment, contact your bank or card provider as soon as possible.

To dispute suspected scam or fraudulent charges, contact your bank or card provider immediately.

You can also report suspicious websites to Google, but Google can't recover your money:

• To report spam, phishing, or malware, use Google Safe Browsing Report page.
  • Learn more about Google Safe Browsing.
• Use the Feedback button in Google Search results:
  1. On the right of the search result, click More Feedback.
  2. Describe the issue, like "This is a scam site."
  3. Send the feedback.
• You can report an inappropriate ad in Google Ads. Learn to report an ad.
• Learn how to avoid and report scams.

1. Go to wallet.google.com.
2. On the left, click Feedback Send.
3. Tell us what you like or don’t like or about bugs you’ve found.