Resolve unapplied payments, adjustments, and lost payments

This article provides tips for resolving unapplied payments, adjustments, and lost payments.

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Unapplied payments or adjustments

The possible reasons why payments or adjustments are still unapplied to your account 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.

If you have unapplied adjustments, such as credits that haven't yet been applied to an invoice, you have 2 options for applying these credits:

• Underpay your next invoice by the amount of the unapplied adjustment. For example, if you have $53 USD in unapplied adjustments and an open invoice for $200 USD, make a payment for $147 USD ($200 USD - $53 USD), and we'll close out the invoice. Be sure to 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 2 open invoices. Be sure to include the invoice numbers and amounts we should apply to each.

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Lost payments

If your payment isn't reflected in your account, reach out to the Google Ads collections team with 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 the payment was made. If possible, show all transactions for 5 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.

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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.

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Related links

• Make a payment for monthly invoicing accounts
• Reactivate an account suspended due to unpaid invoices