Frequently Asked Questions

English

Troubleshooting Payment

There are a number of problems you may see when you are trying to pay for WhatsApp:

I was charged twice/I paid twice

If you accidentally paid twice, please contact our support team.

If you think you have been charged twice, please make sure that the second charge is not an authorization. Authorizations occur between Google's billing system and your bank's billing system to ensure that the card is valid and the necessary funds are available in your account before the order is charged. If the order has been cancelled, the pending authorization will not result in a charge.

You may also notice a $1.00 transaction from Google, which is actually a pending authorization request between Google's billing system and the bank that issued your credit or debit card, so you won't end up paying the extra $1.00. Read this article for more details.

I cannot see carrier billing

Please make sure that you fulfill all requirements that are listed on this Google Support website. One of these is, that you must be using your carrier’s network (3G/4G), not Wi-Fi. Please be aware, that not all carriers are supported for carrier billing. Check whether your provider is supported here.

I forgot my Google password/I see the wrong account

WhatsApp identifies you with your phone number and not your Google account. If you want to use a different Google Account on your phone or are having trouble logging into your Google account, please read this Google website

If you have more than one account on your phone and always see the wrong one in the payment, please remove all other accounts from your phone.

I always get an error in Google Play

If you get an error message "There was an error retrieving server information [RPC:S-7:AEC-0]" or you are stuck when trying to start your payment, please follow these steps:

  1. Go to Settings > Application > Google Play Store > Clear Data and Clear Cache
  2. Go to Settings > Accounts > Google > Choose an account > Remove account
  3. Reboot the device
  4. Go to Settings > Account > Google > Log In

Please check if you are using latest version of Google Play.
Please also check that your credit card information on the file is updated to your new expiration date and all information is correctly updated. On a computer (not tablet or phone), you can also sign into your Google Wallet: go to Payment Methods > Edit to edit your information.

If all these steps are not successful, please contact Google Wallet support.

My Google Wallet payment was declined

If your payment was declined, you should have received an email stating why your payment was declined. Please contact Google Support for more information about troubleshooting payments.

I used the wrong phone number

Normally, your payment should either be declined or the correct number has automatically been used. If neither happened to you and you were charged but your expiration date was not extended, please contact our support team with the payment receipt, the wrong and the correct phone number.

I paid, but WhatsApp still does not work

Please be patient and restart your phone. It can sometimes take a little while for WhatsApp to register your payment, especially if you used PayPal.

If your WhatsApp is still not extended, make sure that your payment was not cancelled. If you were charged, but it still does not work after a day, please contact our support team with your receipt and phone number.

I don't see all the payment options

Please download our website version to see the full list of options. Alternatively, tap on Payment Issues or Web Payment to pay using your web browser.

Cheers,
WhatsApp Support Team