Having recently changed address, I logged onto Google Checkout this week to update my credit card and contact details.
When I later went to make a purchase, the order was rejected. I received an email from Google Wallet saying:
“Google Inc has cancelled your order. You have not been charged.
“This order was likely canceled for one of the following reasons:
- Details provided for your credit card do not match those on-file with your financial institution.
- The address information provided was incomplete and could not be verified.
- To block an attempt to purchase more than the maximum allowable devices.
“Please visit Google Wallet to verify or update your account information. Be sure that your full billing address is complete and matches those on file with your financial institution or credit card company.”
Google then required me to upload scanned copies of my licence (or other government ID) and a credit card statement (or bank statement or utility account), both showing my new address.
“Until we receive and verify the requested documents, future orders will not be processed. Please do not create additional accounts,” the instructions stated.
“If you choose not to submit these verification documents, your account will remain suspended and you will not be able to place orders or access your Google Wallet account.”
I had no such issues with PayPal.
After uploading the documents I received a screen message to say the information would be checked within 3-5 business days.
That seems a ridiculous length of time. It’s now 24 hours later and I’m still frozen out of the Play Store.
I also received a message from Google asking me to update my Gmail password because of “suspicious activity”.
I don’t know if these matters are related, or if it’s something to do with the transition from Checkout to Wallet, but it’s annoying and I hope it’s resolved soon.
I’ll update this post when it is.
Update (Saturday, July 7, 2012): I received an email from Google Wallet this afternoon, saying my account has now been verified.
“Thank you for submitting your documents. We have reviewed your verification information and can confirm that your account is fully active. You may now place orders through Google Wallet. We sincerely apologize for any inconvenience this may have caused you.
“Please keep in mind that your previous order, if any, was cancelled. You may visit the seller’s website and place a new order. Please note that you may notice activity on your card statement corresponding to orders cancelled in the last 14 days. This activity is an authorization confirmation with your bank, not an actual charge, and the authorization will be removed from your account within 1-14 business days, depending on your bank.”
I’m actually not fussed about the 48-hour delay, especially if the verification was prompted by a security concern. If so however, I would like to receive more communication.