Use this info to fix common issues in Google Pay when you:
- Send or receive money.
- Add or transfer out money.
“Transaction cannot be completed” error
- To make sure there are no issues with your account, check payments.google.com for any Alerts.
- Make sure that the name and address in your Payment Profile settings matches the info on file with your bank or card issuer.
- If your billing info matches, try the transaction again with a different payment method. Learn how to add another payment method .
- Make sure the person you want to send money to doesn’t have any issues with their account.
- If you still can’t send money, report the issue to our team.
Can’t send money
Step 1: Check for issues with your account
- Make sure that you send money with an eligible form of payment.
- If you verified your identity, you can pay with your Google Pay balance.
- You can’t use credit cards to send money.
- Make sure that you have enough balance with the form of payment you want to send money from.
- Check that you haven’t reached your sending limits. Learn more about Google Pay limits .
- Make sure that you and the recipient have the new Google Pay app.
- Check your payment methods:
- If your payment method is associated with more than 5 Google Pay profiles:You must remove one of them .
- If you added more than 5 payment methods to your payments profile:You must remove one of them .
Tip:Make sure you enter in the correct contact information. You can’t use Google Pay to send money to yourself.
Step 2: Check if the recipient’s account is eligible
Ask the recipient to check that there are no issues with their account. You can send these instructions to the recipient:
- Check that your Google Pay account is active and has no issues.
- To make sure there are no issues with your account, check payments.google.com for any Alerts.
- Check that you installed the new Google Pay app .
- Check that you turned on the “Help friends find and pay you” setting
.
- If the recipient doesn’t have the Google Pay app installed or the setting on, you can still send them money . The recipient gets an email or text that explains how to download the app and complete the transaction.
- Check that they use a phone number in:
- United States (US)
- India (IN)
If the recipient has any issues, have them contact us .
Can’t receive money sent to you
- You don’t have the new Google Pay app:If you don’t have the app, you can still claim the money within 7 days. Check for a text or email with instructions on how to receive or claim money someone sent you .
- You didn’t turn on the “Help friends find and pay you” setting :If this setting is off, you can still claim the money within 7 days. Check for a text or email with instructions on how to receive or claim money someone sent you .
- Your sender is on the old Google Pay app:If so, for this transaction, you get an email with a claim button. To get the money, click the claim button and follow the on-screen instructions.
Can’t transfer out money
- Make sure that you’re trying to add money with an eligible form of payment.
- Check that you haven’t reached your limits for adding money. Learn more about Google Pay limits .
- Make sure that the name and address in your Payment Profile settings
matches the info on file with your bank or card issuer.
- If your billing info matches:Try the transaction again with a different payment method.
- Check your payment method.
- If your payment method is associated with more than 5 Google Pay profiles:You must remove one of them .
- If you added more than 5 payment methods to your payments profile:You must remove one of them .
If you still can’t transfer out your money in Google Pay, report the issue with our team .
Can’t add money
To add money to your Google Pay balance, you must verify your identity .
When you add money to your Google Pay balance you must:
- Add more than $10 USD.
- Be below the add money limit. Learn how to add money limits .
- Use a bank account.
Pending or delayed transactions
If there's a delay in your money transfer, the transaction may be under review. Some reviews might take up to 5 business days. Learn more about money transfer timelines .
For more information, you can contact us .
Tip:Delays can occur when you send money through a bank account. For faster transfers, you can use a debit card or your Google Pay balance.