This document describes some of the Cloud Billing issuesyou might encounter and provides guidance on how to resolve these issues.

If you're using Google Workspace, seeTroubleshoot issues with Google Workspace billing.

If you need help with your Cloud Billing account, Google Cloud offers freeCloud Billing Support to all customers. If you want to talk to a supportrepresentative about a Cloud Billing question or a billing-related issue, visit ourCloud Billing Support page for contact options.

Understand why you've been charged

This section describes a few common questions about when you're charged.

Charges that occur more than once a month

For accounts on an automatic payments billing cycle, if your accrued balanceexceeds your payment threshold, you're charged on that day. In addition,you're charged on the first day of the next month for any additional coststhat you accrue.

For example, if your threshold is €500, you're charged every time thatyour costs reach €500. So if your costs total €1675 EUR in a month, you'recharged €500 three times (3 x 500 = 1500). In addition, you're chargedon the first day of the next month for the outstanding balance of €175.

Learn more about automatic payments and threshold billing.

Charges after making a manual payment

If the billing cycle for your Cloud Billing account is set toautomatic payments, and you make a manual payment, you might still becharged on your automatic billing cycle. Here are some possible reasons:

• An automatic payment was already in progress when you initiated yourpayment: The automatic payment cycle is punctual, so if you made yourpayment when this process was underway, you might still be charged. Thisis most likely to happen if you make a manual payment when you're close toyour billing threshold, or at the end of the calendar month.

• You reached the end of your billing cycle: After you make a manualpayment, your account returns to its usual billing cycle. You'll receivean automatic charge after your account costs reach your billing threshold,and on the first day of the month.

If the total of your charges and manual payment is greater than the amountyou owe, the remaining balance is added as a credit to your account.

Unrecognized Google Cloud or Google Maps Platform charges

This section describes what you should do if you receive Google Cloud orGoogle Maps Platform charges that you don't recognize. Your contactoptions depend on if you have a Cloud Billing account or not.

You have a Cloud Billing account

If the form of payment linked to your Cloud Billing account was chargedfor Google services that you don't recognize, or you received an unexpectedinvoice for Google Cloud or Google Maps Platform services,contact Cloud Billing Support.

You don't have a Cloud Billing account

If you were charged by Google Cloud for Google services that you don'trecognize, or you received an unexpected invoice for Google Cloud orGoogle Maps Platform services that you don't recognize,andyou don't own a Google Cloud or Cloud Billing account, submit aCloud Billing Support ticket through theUnknown Google Cloud Charge Inquiry form.

Dispute charges

The process to dispute unauthorized charges depends on your country.

UPI AutoPay in India

If you're a Unified Payment Interface (UPI) user in India and have anunauthorized charge from Google Cloud on your account, follow these steps:

1. Cancel your UPI AutoPay mandate to prevent further unauthorized charges.
2. Contact your bank to request a refund.

United States and other countries

Contact your bank to dispute unauthorized charges, which the bank treats asachargeback.

Your bank notifies Google of the disputed charge, and then Google does the following:

1. Sends you an email that your dispute was received.
2. Reviews the details of the dispute and the documentation or evidence youprovided.
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 yourCloud Billing account:

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

2. If Google disagrees with the disputed charge, and the card-issuing bankdoesn't resolve the chargeback in your favor: The charge won't bereturned to you. Your account will remain active.

3. If Google disagrees with your disputed charge, and the card-issuing bank resolves the dispute in your favor: Your account will have anoverdue balance. You can continue service on your account bymaking a manual payment.

Missing Cloud Billing transactions or documents

Cloud Billing documents and transactions are accessible in theGoogle Cloud console.

• Learn how tofind your Cloud Billing documents,such as invoices, statements, and payment receipts.
• Learn how toview your transaction history.

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

Resolve service restrictions caused by overdue balances

You might have an overdue balance on your Cloud Billing account if you arelate paying your invoice, or there was a declined payment on yourself-serve/online account. If you have a delinquent account balance, you mightexperience service degradation or restrictions that limit your Google Cloudusage. For example, you might experience throttling or be unable to performactions like:

• Access certain workloads
• Create new projects
• Increase quotas

To restore full platform usage, pay your overdue balance by using the followinginstructions, depending on whether you have an invoiced or self-serve/onlinebilling account:

Invoiced accounts

• Make a payment to an invoiced billing account.
• After you resolve your delinquent account, you might need torestart Google Cloud services.

Self-serve/online accounts

Follow these instructions to resolve declined payments.

• Resolving declined payments on self-serve (autopay) accounts.
• (Customers in India) Automatic payments declined due to Reserve Bank of India (RBI) regulations.
• After you resolve your delinquent account, you might need torestart Google Cloud services.

Request a refund

If you have unused funds in your account, for example, if youmade an early payment and have funds left over, you might be eligible for a refund.

Wedon't offer refunds in the following cases:

• You have credit left over in your billing account from a promotional code.
• You have an outstanding balance. If you're unsure if this is the case,select a billing account and then click thePayment overview tab tosee if there's an outstanding balance in your billing account.

You must be aBilling Administratoron the Cloud Billing account to request a refund.

To request a refund:

1. In the Google Cloud console, sign in to thePayment overview page foryour Cloud Billing account.

   Go to Payment overview

2. At the prompt, choose the Cloud Billing accountthat you want to request a refund for. The BillingPayment overviewpage opens for the selected billing account. If you have a credit on theaccount, you see theRequest a refund button.

3. ClickRequest a refund.

4. Confirm the payment method to receive the refund. Refunds are issued to youroriginal payment method.

   Note: If there's a problem with your original payment method and therefundcan't be issued,contact support and provide a valid bank account to receive your refund.

If your refund request is processed, your refund is credited tothe payment method associated with the Cloud Billing account.

Viewing credits and adjustments

When Google needs to modify your account balance, you receive adjustments.Adjustments come in the form ofcredits anddebits, which reduce youraccount balance or create additional invoices you must pay.

If your account is configured for monthly invoicing, you might also receivedocuments calledmemos when an adjustment is issued.

• Credit memos apply to previous, current, or future invoices and reducethe amount you needto pay, or may remain on your account asunapplied to be applied toinvoices at your discretion.

  • If you haveunapplied payments or credits, they willappear 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, and aren'tassociated with a specific invoice.

Separately, you might also havepromotional credits applied to your account.Promotional credits differ from adjustments and are applied to future usecharges.

Understand memos and adjustments

Credit and debit memos describe credit and debit adjustments that have beenissued to yourinvoiced Cloud Billing account.

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

The month a memo isissued can be different from the month theadjustment isapplied to your invoice. Credit memos can be applied to aprevious, current, or future invoice. For example, a credit memo could beissued in April that documents a credit adjustment applied to a Marchinvoice. Similarly, a credit memo could be issued in May describing a creditadjustment to be applied to your June invoice.

When a credit memo is applied to an invoice, the invoice shows the creditmemo amount as anamount paid, reducing theoutstanding balance owed onthe invoice.

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

View invoices, adjustments, and memos applied to your account

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

1. In the Google Cloud console, go to theInvoices page.

   Go to the Invoices page

2. At the prompt, choose the Cloud Billing accountyou want to view.

On theInvoices page:

• You see a table with all of the documents that have been issuedfor your Cloud Billing account.
• You can use filters and search tools to locate specific documents.
• For more information on the features in the Invoices page, seeGet a Cloud Billing document such as an invoice, statement, or receipt.

Look at the details of an invoice or memo

From theInvoices table, click the row of the invoice or document thatyou want to view details for. A dialog opens, showing you document headerdetails including the invoice or memo number, amount, status, purchase ordernumber, and account details.

• In theDocument Activity section, you can see information including theaddresses where the document was mailed and emailed, as well as invoicesor credit and debit memos that might apply to the document.
• In theAssociated documents section, you can see a list of documents anddocument types that apply to the document you're viewing.
• To view an itemized list of all the charges on an invoice, use theCost table report.

View promotional credits applied to your account

Promotional credits are viewed on theCredits page in the Billing section ofthe Google Cloud console.

1. In the Google Cloud console, go to the BillingCredits page.

   Go to the Billing Credits page

2. At the prompt, choose the Cloud Billing accountyou want to view.

   TheCredits page opens for the selected Cloud Billingaccount.

TheCredits page is a tabular listing of your promotional credits.For each promotional credit, you will see theCredit name, theStatusof the credit (available, used, or expired), theRemaining value andOriginal value, theType (recurring or one-time), theCredit IDthat appears on invoices, theScope if the credit is restricted toparticular services or SKUs, and theStart date andEnd date.

Discounts are a different category of credits andaren't included on theCredits page. Discount credits include free tiers, sustained use discounts,committed use discounts, spending based discounts (contractual), subscriptions,and reseller margin.

To view the details of the different types of credits that are applied toyour Cloud Billing account, both discounts and promotions, view theBilling Reports.

TheCredits page is also accessible fromtheBilling Account Overview page.

• On theBilling Account Overview page, your costs for the currentmonth are summarized in a cost summary report card, including an amount forCredits used.
• TheCredits used amount sums the value ofallof the types of credits applied during the time range of the costsummary, includingdiscount credits (such as committed use discountsor subscriptions) andpromotional credits.
• Below theCredits used amount, selectViewdetails to access theCredits page to see a detailedlist of all yourpromotional credits, includingexpired and exhausted credits.
• To view the breakdown ofall of the creditsincluded in theCredits used amount, selectViewdetails on Reports.

Resolving declined payments on self-serve (autopay) accounts

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

1. Find out the reason for the decline. You can view declined paymentinformation for your billing account on theTransactions page. In your transaction history, you can see the date of the decline, theamount, 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 creditcard institution does.)

2. Contact your bank or credit card company. If you can't figure out whyyour payment was declined or if you can't solve the issue, contact your bankor credit card company. Give them the date and amount of the declinedpayment, and they should be able to tell you what the problem is and helpyou fix it.

   Note: If you're a customer in India, your card might be declined due tolocal financial regulations.Learn about resolving declined recurring payments in India.

3. Re-enable your form of payment. After you've contacted your bank andmade sure that the form of payment will work, here's how to re-enable it:

   1. In the Google Cloud console, go to thePayment method page.

      Go to the Payment method page

   2. At the prompt, choose the Cloud Billing accountyou want to manage.

   3. On thePayment method page, find the form of payment and makesure that all of the details are correct for this form of payment.

   4. Below the information for the form of payment, clickFix.

4. Make a payment. After you've contacted your bank and made sure thatthe payment method will work, you canmake a manual payment.If you're using a bank account, the amount might be subject to a delay inposting.

Note the following:

• After you have re-enabled your formof payment, you might need to manually restart some services. For moreinformation, seeRestarting Google Cloud Services.
• While your Cloud Billing account is inactive, yourBigQuery exportsare paused. When you re-enable your form of payment, your BigQueryexport isn't backfilled with data for the duration that your account wasinactive.
• Re-enabling your form of payment without making a manual payment willautomatically trigger a charge for your outstanding balance.It may take a few hours to process the payment. If thepayment isn't successful within one business day after you re-enabled yourform of payment, reactivate your account by making a manual payment oradding a new payment method. For more information, seeAdd, remove, or update a payment method orMake a Manual Payment.
• You can keep your services running by entering a backup credit card. Wecharge your backup card only if your primary form of payment is declined.For more information, seeAdd, remove, or update a payment method.
• If your billing account remains invalid for a protracted period, someresources might be removed from the projects associated with your account. Forexample, if you use Google Cloud, your Compute Engineresources might be removed.Removed resources aren't recoverable.

(Customers in India) Automatic payments declined due to Reserve Bank of India (RBI) regulations

Due to Reserve Bank of India (RBI) regulations, for newGoogle Cloud accounts, we might be unable to charge you automaticallyfor one of these reasons:

• Your card doesn't support automatic payments.
• Your usage costs are over ₹5,000, which is the limit that the RBI has set for automatic payments.

In these cases, you get this error message:Your card does not support automatic recurring payments.

To keep your services running, if your automatic payments are beingdeclined, we recommend one of these options:

• Make manual payments for your usage.You can also make manual payments to proactively add credit to your account.
• Tryadding a different card.
• Consider working with a local reseller, who might be able to accept more formsof payment, or help you switch toinvoiced billing. Find a list ofresellers on theGoogle partners page.

Changes to card information stored in Google

Starting October 1, 2022, due toReserve Bank of India (RBI) card storage regulations,Google can't save your card details in the current format. Dependingon your card, you can authorize us to save your card details in a format thatcomplies with RBI regulations.

Learn more about authorizing Google to save your card details in a new format.

Other Cloud Billing issues

If you're stuck and you want to talk to a support representative about aCloud Billing question or a billing-related issue that you're having, visitCloud Billing Support for contact options.