Verify tax information in Brazil

If you get the error message 'We are unable to verify your CPF and date of birth at this time' when you enter your CPF and date of birth:

1. Check your CPF status at Receita Federal:
   • CPFs in 'Regular' status are accepted.
   • CPFs in 'Pending' status aren’t accepted.
2. Check if your date of birth matches the Receita Federal records.
3. Confirm that your date of birth is in the correct format for your language:
   • DD/MM/YYYY
   • MM/DD/YYYY

If you don't enter your data correctly, and you get a CPF or date input error message 'CPF or date input error:'

• 'CPF is incorrect. Check it and try again':
  • Make sure that you haven’t added points or dashes to your CPF.
• 'Invalid date (DD/MM/YYYY)' or 'Invalid date (MM/DD/YYYY)':
  • Make sure that you enter the date with slashes.

If you give the wrong CPF or date of birth multiple times in a row, your account can be temporarily suspended. If you get the error message 'You have exceeded the permitted number of sign-up attempts:'

• Wait for 24 hours and try again.
• Make sure that you have:
  • A valid CPF
  • Your CPF in 'Regular' status
  • Your date of birth in the correct format for your language with slashes:
    • DD/MM/YYYY
    • MM/DD/YYYY

This isn't an error message. This issue happens when you click Verify multiple times and are locked out. To resolve this issue, follow the instructions below:

1. In some cases, even though you want to verify your account for the first time, the CPF may already be present in the account. If this is the case, the account is likely to have an address already filled in. 
2. Enter your CPF and DOB.
3. Click Verify.

   Tip: If the verification is successful, the 'Name and address' section should be editable.

4. When you click Save, you'll find a new prompt that shows two or more addresses that you should choose from.
5. Once you select one, you'll return to the main screen where you'll still find the message to re-enter your CPF and DOB. However, you should check the 'Name and address' section again. If the fields are no longer editable, it means that the verification was completed and you should click Save again.

   Tip: If at the end of the process you find an error, it means that you're locked out. You have to wait 48 hours and try again, following the previous instructions.

Tip: It takes up to seven working days to verify documents after submission.

If you don't verify your details, your Google Play balance account can be closed. If you get the error message 'Your account was closed', you can't use it until you verify your CPF and date of birth.

To check if your account is closed:

1. Go to Google Pay.
2. Check if:
   • Under 'Payment methods', it shows 'Account closed'.
   • The balance amount is there but you can't use it.

To be eligible for a Play balance refund, important details like name, CPF and date of birth must match the details on the bank account. To request a refund, contact our support team.