Explore our guided troubleshooter to learn more about understanding and identifying Google Ads charges:
Occasionally, you may find a charge in your Google Ads account that doesn’t look right. If you find a charge like this, contact Google Ads Support immediately, especially if you think that there might be unauthorised activity.
When you contact support, you’ll need to provide the following information about the charge that you want to dispute:
- Reason for disputing the charge
- Date of the charge
- Amount of the charge
- Transaction ID
To find this information in your Google Ads account:
- In your Google Ads account, click the Billing icon
.
- Click Summary.
- Open the month card and under 'Payments', locate the charge that you wish to dispute and note the date, amount and transaction ID. If possible, take a screenshot of the charge to provide to Google Ads Support.
.About chargebacks
If you've contacted your bank instead and submitted a dispute about the charge, your issue is called a chargeback.
After a dispute for a specific charge is submitted to your financial institution, they will reach out to Google for further information and determine the result of the dispute on their side.
Your bank will begin the chargeback process by contacting Google to notify them of the dispute. Google will then take the following steps:
- Alert you that your dispute was received.
- Review the details of the dispute and the documentation or evidence that you provided.
- Submit a decision to your bank based on the results of that review. Google’s decision may agree or disagree with the dispute that you filed.
Bear in mind
- If Google agrees with your disputed charge, then the charge will be corrected. You’ll see that on your 'Summary' page under 'Billing' and you don’t need to do anything further.
- If Google doesn’t agree with your disputed charge, and the card-issuing bank doesn't resolve the chargeback in your favour, the charge won’t be returned to you. Your account will remain active.
- If Google doesn’t agree with your disputed charge, and the card-issuing bank resolves the dispute in your favour, your account will have an overdue balance. To continue running ads on your account, you'll need to make a payment.
