In some cases, payments or adjustments can’t immediately be applied to your account. The possible reasons include:
- There’s not enough information about which account the payment or adjustment is for.
- There’s not enough information about which invoice the payment or adjustment gets applied to.
- The payment was lost in the process of being transmitted to Google.
Whenever there’s an unapplied payment or adjustment in your account, you’ll get an alert next to the 'Amount due' field on your Billing summary page.
To check for unapplied payments or adjustments on the Billing summary page:
- In your Google Ads account, click the Billing icon
.
- Click Summary.
.Unapplied adjustments
If you have unapplied adjustments – such as credits that haven't yet been applied to an invoice – you have two options for applying these credits:
- Underpay your next invoice by the amount of the unapplied adjustment. For example, if you have £53 in unapplied adjustments and an open invoice for £200, make a payment for £147 (£200 – £53) and we'll close out the invoice. Make sure that you underpay by the exact amount, or we won't know how to apply the credit.
- Reach out to the Google Ads collections team and tell us how you'd like the unapplied adjustments to be applied. For example, you can request that your payment be divided in half and applied to two open invoices. Make sure that you include the invoice numbers and amounts that we should apply to each.
Contact the collections team
You can contact the Google Ads collections team using the Get help with invoice payments, related suspensions and statement of account requests form.
If your payment is lost
If your payment is lost, reach out to the Google Ads collections team with a proof of payment attached to your email to show that the payment was made. This can be a scanned image or screenshot of your bank transfer receipt, your bank or credit card statement or your online bank or credit card account.
Your proof of payment should also include the following information:
- The date that the payment was made. If possible, show all transactions for five days before and after the payment
- The amount and currency of the payment
- The beneficiary of the funds, such as Google Ads
- The name of the bank that sent the transfer
For security reasons, redact any sensitive information on your bank or credit card statement, particularly your entire bank account number or the middle 8 digits of your credit card number.
