Unable to Use Google Play Gift Card

Lflipden on 14/12/2023 - 19:42
Last edited 14/12/2023 - 21:44 by 1 other user

I loaded a $50 gift card to my Google account but I'm unable to use it for in app purchases. The error in getting is "Your play balance can only be used in Australia".

The thing is I bought the card in Australia and, obviously, I reside here as well.

Contacted Google support and these are their responses.

Unfortunately, the Play Balance you want to use isn’t spendable because the currency of play balance in your account doesn’t match your country of residency.

I would humbly apologize for the situation that has cropped up and trust me, if this was within my authority, I would have taken care of it long back.

Our specialist team is unable to resolve the issues with your Google Play balance. I wish I had more information, the exact reasons aren’t shared with me or my team. For further information, I'll have to refer you to our earlier communications.

We are sorry for any inconvenience this redemption issue caused you.

Has anyone had a similar issue? What are my options in getting this resolved? They don't seem to have phone support, only chat and those guys are not very helpful. Can ACCC help with this?

Financial Gift Card

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Comments

  • spackbace on 14/12/2023 - 19:45
    +2

    You sure you haven't signed up to Turkey/India etc for cheaper subscriptions?

    • flipden on 14/12/2023 - 19:46

      Nope not this account

      • jv on 14/12/2023 - 20:25

        They've linked your accounts…

    • flipden on 14/12/2023 - 19:48

      my play balance is in AUD and my payment profile is in Australia

  • stormai on 14/12/2023 - 19:55

    this happened and it got fixed when I made an in app purchase in Australia with my Australian card. the problem happened because I used/tried to use my balance to pay for an in app purchase while I was on holiday.

    the second time this happened, paying for an in app didn't resolve it. I let it sit in my acc for a few months and then eventually paid for a google subscription with my balance and it worked again

    not sure if that'll help but that was my experience

    • flipden on 14/12/2023 - 20:03

      interesting. well, I wish I was on holiday abroad but sadly no haha. I just find their support very bad. saying no without giving a proper reason.

      • simplystu on 14/12/2023 - 21:21

        as per my other comment … you haven't given enough info.
        how/where did you purchase these giftcards?

        without any more info to go on (from your short OP post) - usually the onus is on the company/person you purchased the giftcards … NOT google/apple/etc.

        No wonder google is giving you the cold shoulder.

        • 7ekn00 on 14/12/2023 - 21:56
          +1

          yeah, crap info to give any hint ;)

          My guess (because that is all we can do given the info), OP either:

          1) Ripped off from a random giftcard scam
          OR
          2) had a VPN connected (device / router)
          OR
          3) was using the internet via a CGNAT connection (ie WiFi at a Cafe/Work/crappy carrier etc)

          2) and 3) scenarios will usually trigger IP location issues ;)

          • flipden on 14/12/2023 - 23:55

            @7ekn00: @simplystu @7ekn00 the gift card was purchased from Coles back in sept but I only recently redeemed it. The card is redeemable in that it's in my play balance already. I just can't use it. I don't have any VPNs set up at home.

            Google rep confirmed what I already know and that my play balance is IN AUD and my payment profile is Australia. He was confident it shouldn't be a problem and it should be solved soon.

            However, every time they forward it to their "specialist team", that's where I usually get shut down for reasons that they can't even mention.

  • mapax on 14/12/2023 - 19:56
    +3

    @Muzeeb
    @Sye

    I’ve got this. ADAGCHS

    mapax on 14/12/2023 - 19:56 (Collapsed - Offtopic. Show)
  • Protractor on 14/12/2023 - 20:12
    +1

    The more I read about these dramas the more I realise the word 'gift, in the name, is irony.

  • simplystu on 14/12/2023 - 21:17

    Dear OP …
    then your main recourse is with whoever you bought the giftcard through … NOT google !!!
    They are the ones that you have a "contract" directly with - not google.

    Sounds like they may have done a dodgy … by the way "just how/where" online did you purchase it?

    Buyer Beware … esp when related to GIFTCARDS of any sort (online or physical).

    • flipden on 14/12/2023 - 23:18

      Coles..

  • freefall101 on 14/12/2023 - 21:18
    +3

    I would humbly apologize for the situation that has cropped up and trust me, if this was within my authority, I would have taken care of it long back.

    Someone at Google support is feeling a bit sick of Google's shit today.

    • 7ekn00 on 14/12/2023 - 22:01
      +1

      Someone at Google support is feeling a bit sick of Google's shit today.

      Hehe, translation:
      This is the 100th fake giftcard issue I have dealt with today, I wish Google would do something to reduce these scams so I don't have to deal with deez nutz

  • CodeXD on 15/12/2023 - 09:10

    What are you trying to buy? Is that in a different currency?

    • flipden on 15/12/2023 - 09:11
      -3

      yea it's usd. but I've done that before in different accounts and it should be fine.

      • kerfuffle on 15/12/2023 - 11:15

        Well clearly it's not fine, as you said:

        Your play balance can only be used in Australia

      • spackbace on 15/12/2023 - 15:28
        +2

        Waitttt, seriously?

        Ok explains this earlier comment:

        The card is redeemable in that it's in my play balance already. I just can't use it.

        You can use it, just only on Aus payments

  • matvstheworld on 16/01/2024 - 22:38
    -2

    Geez you people are dense. It must be a scam, you did something wrong, its not googles fault.

    Wrong.

    It IS googles fault and they have no interest or any idea how to fix it. I have the same problem now after buying a giftcard from amazon directly, i spent part of thr voucher fine. Next time i tried to buy something its suddenly failed and saying i can only use it in Australia, funny that, thats where i am. No VPN, correct country profile.

    Google claim its just due to their security yet you send them proof of purchase and card numbers they say theyll send you an email when its verified which never arrives. Conveniently their specialists are never available either.

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