Troubleshoot billing and payments

Billing and payments can be complicated. This page helps you identify common issues and find the quickest way to get your account back in good standing. To learn how billing works, see How billing works in Gemini Enterprise.

Usage is blocked

This section describes common issues that block feature usage or prevent you from turning on pay-as-you-go usage above quota.

Issue Cause Resolution
Users see the Usage limit reached message Your project reached its monthly spend limit, or a feature reached its pooled quota and pay-as-you-go usage above quota isn't turned on for the user's edition. Raise the spend limit or turn on pay-as-you-go usage above quota. If you reached the spend limit, usage resumes at the start of the next month, or earlier if you lift the spend cap. Otherwise, usage resumes when the quota resets.
Users see that the prepaid balance is used up or inactive Your project pays with prepaid credits, and the credit balance is empty or can't be charged. A billing account administrator must buy credits or set up auto-reload.
You see the message You do not have billing admin access when turning on pay-as-you-go usage above quota Turning on Pay-as-you-go usage above quota for the first time sets up the prepaid credit balance, which requires the Billing Account Administrator role. Ask a user with the Billing Account Administrator (roles/billing.admin) role to turn on pay-as-you-go usage above quota for the first time, or ask for that role.
You see the message This billing account cannot be used when subscribing to Pay-as-you-go

Pay-as-you-go requires an open self-serve (online) or invoiced Cloud Billing account in good standing. Self-serve accounts pay with prepaid credits, while invoiced accounts are billed on their monthly invoice.

You see this message if the selected billing account has one of the following issues:

  • The account isn't open: It's closed or suspended.
  • The account isn't in good standing: It has overdue payments or a billing hold.
  • The account type isn't supported: For example, it's an unupgraded free-trial account, a reseller-managed subaccount, has no payments profile, or is a self-serve account without an automatic payment method, such as a credit or debit card.
 Check the specific reason shown under the error message, and then take one of the following actions:
  • Reopen the billing account, pay any overdue balance, upgrade your free-trial account, or add an automatic payment method in Cloud Billing.
  • Link your project to a different billing account that's an open self-serve or invoiced account in good standing.

Credits and payments

This section describes common issues with purchasing prepaid credits, configuring auto-reload, and processing payments.

Issue Cause Resolution
Credits don't appear after you buy them Credits are added only after the payment is confirmed. Some payment methods take several days to clear. Wait for the payment to be confirmed. For more information, see Payment processing times.
Auto-reload didn't add credits Auto-reload reached your monthly auto-charge limit, or the payment was declined. Increase your monthly auto-charge limit, or update your payment method.
A payment was declined The payment method expired, has insufficient funds, or isn't supported. Update your payment method, and then buy credits again. For more information, see Supported payment methods.
The amount you entered isn't accepted The amount is outside the purchase or balance limits. Enter an amount within the purchase and balance limits.

Charges and invoices

This section describes common questions and issues related to pay-as-you-go charges, prepaid credit balances, and invoice taxes.

Issue Cause Resolution
Charges after you turn off pay-as-you-go usage above quota or reach a limit Billing data can take some time to process. Usage can produce a negative balance after exceeding the prepaid credit, and this negative balance will be charged to your account. No action is needed. For more information, see Payment processing times.
More than one prepaid balance on your billing account Prepaid credits for Gemini Enterprise and for the Gemini API in Google AI Studio are kept in separate balances. No action is needed. Credits for Gemini Enterprise pay only for Gemini Enterprise usage. For more information, see About prepaid credits.
Tax on your invoice Prices don't include taxes. Applicable taxes are based on the address of your Cloud Billing account. With prepaid credits, tax might be charged when you buy credits, depending on your country. For more information, see Taxes.

Get billing support

If your issue isn't listed on this page, then use the following resources: