Report charges you don’t recognize

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As a precautionary health measure for our support specialists in light of COVID-19, we’re operating with a limited team. Thanks for your patience, as it may take longer than usual to connect with us. For additional support, consult the Help Center. 

If you see charges that you don’t recognize on your billing statement (for example: credit card statement, mobile carrier bill, or PayPal account), before you contact Google, follow the steps below:

Step 1: Check if charges are from Google Play

On your billing statement, check how the charges appear. All Google Play purchases will appear on your statement, under the following names:

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  • “GOOGLE*App developer name” (for Android apps)
  • “‘GOOGLE*App name” (for Android apps)
  • “GOOGLE*Content type” (i.e. “GOOGLE*Books”)

If the charge in question isn’t in one of these formats, it didn’t come from Google Play. Contact your payment provider (for example, bank or card-issuer) for more information.

Step 2: Check where the charges came from

If you see a charge on your billing statement for a digital purchase on Google Play that you didn’t make, ask your family and friends to see if:

  • They accidentally used your payment method to make the purchase, or
  • A child may have played a game that resulted in accidental charges.

Step 3: Report the charges

Select the type of transaction to submit a report.

Request a refund if your family or friend made the purchase

To get a refund if the charge was made accidentally by a friend or family member, follow the steps below:

Follow the instructions if:

  • It’s less than 48 hours since you bought an app or made an in-app purchase, you can request a refund through Google Play.
  • You bought music, movies, books, or other content, you may be able to request a refund after more than 48 hours (check policy below).

You’ll usually get a decision within 1 business day but it can take up to 4 business days.

  1. On your computer, go to play.google.com/store/account.
  2. Click Order History.
  3. Find the order you want to return.
  4. Select Request a refund or Report a problem and choose the option that describes your situation.
  5. Complete the form and note that you’d like a refund.
  6. You’ll get a message that says “Thank you for sharing your concerns.” You’ll then get an email with your refund decision. You’ll usually get this within 15 minutes but it can take up to 4 business days.

For hardware devices: To return or get a refund for devices you bought on the Google Store, go to the Google Store refunds page for more information.

Tip: To help prevent unauthorized charges, learn how to use password protection on your device.

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Report charges you don’t recognize for debit card, credit card, bank account, Paypal, or mobile carrier

Report charges

Important: Make sure to report an unauthorized transaction within 120 days.

Once you confirm that the charge is from Google Play and it wasn’t made by anyone you know, submit a report to our support team with the “Report unauthorized purchases” form.

Report a charge from someone you don’t know

Check the status of your report

  1. Go to the “Report unauthorized purchases” form.
  2. Select Check your claim status.

Tip: To check the status of your report, you need the email address you used to submit the claim and the Claim ID sent to your email.

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