For help on common issues with your Google Store order, check out this guide.

Understand your Google Store charges & receipts

Learn about your receipt and order number, authorization holds, Pixel Pass charges, and Value-Added Tax (VAT) invoices.

Find your receipt & order number

After you place an order on the Google Store, you get a confirmation email that includes your order number and receipt.

If you placed an order while signed in, you can also get a receipt online:

  1. Go to Google Pay.
  2. Sign in to your Google Account.
  3. Select Activity.
  4. To get your receipt, select an order.

Understand authorization holds

When you place an order or receive an advanced replacement, Google Store contacts the issuing bank or card provider to make sure your payment method is valid. Your bank or card provider reserves the funds until the transaction processes or the authorization expires. Authorization holds are temporary and are not actual charges.

  • The authorization hold is removed after an order is shipped from Google or canceled
    • If you received an advanced replacement order, the authorization hold is removed once Google receives your original device.
    • Japan only: When using a debit card, you may see authorization holds as charges on your online statement. These are automatically reversed by your bank. It can take up to 45—60 days for charges to be reversed.
  • For more information about authorization holds, such as when they'll be removed or how they work, contact your card provider or issuing bank.
How an authorization hold is placed

When you place an order, an authorization hold is placed on the payment method on file. A hold can appear on your account as a pending online transaction from Google Store.

  • Authorization hold was successful:
    • The order ships and the authorization hold is removed.
  • Authorization hold was unsuccessful:
    • You get an email that asks you to update your payment method details within 7 days.
    • If you don’t update your payment method within 7 days, your order is canceled and the authorization hold is removed.
Double authorization holds

In some cases, you may get 2 authorization holds for the same order because of the shipment process:

  • If an authorization hold expires before the order ships from the warehouse, a second authorization hold may be applied.
  • This hold happens when the order date is 7 days or more from the ship date.

Extra fees on your order

The Google Store doesn’t charge extra fees. Your order confirmation screen shows your total Store charge. This total includes shipping and taxes.

If you find extra fees with a Google Store order:

  • Contact your bank or card provider. When you order an item from another country or region, your card provider may charge cross-border or exchange fees.
  • The Google Store can’t reimburse fees added by your card provider.

Understand Pixel Pass charges

You receive your first Pixel Pass bill when your Pixel phone ships. After your first bill, you receive a monthly bill. Learn more about Pixel Pass features.

Your first Pixel Pass bill includes 2 charges:

  • Device charge
  • Subscription charge

After your first bill, your monthly bill includes a subscription charge.

Important: All bills and receipts come from Synchrony. For detailed billing info, sign in to your Synchrony account.

Get a Value-Added Tax (VAT) invoice

Important: If you checked out as a guest and need a VAT invoice, contact Google Pay.

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