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Community Manager
Community Manager

Having issues with your order? Contact Gstore for support

If you have any issues regarding your payment method please contact Google Store Support.  We are actively working with the very few customers whose card was either declined or flagged as fraudulent. 

3 Kudos
29 Replies
Community Member

i tried, 2 days and no answer other than go order the premiere edition or wait till base
3 Kudos
Community Member

Why don’t you guys take your responsibilities and give everyone an update about why the orders are one big mess.. people order your product because you guys promise something. The advertisement turns out to be a huge lie. Great start Google, great start 👍🏼
14 Kudos
Community Member

Except the Google store support staff are entirely unhelpful. Judging by the posts on Reddit and other social media, not a SINGLE person has managed to get their Founder's Edition order re-instated after it was cancelled. I think you should just upgrade all Premiere orders to Founder's orders.
4 Kudos
Community Member

@GraceFromGoogle Gstore support is entirely unhelpful. Why couldn't you be more clear about how "Launch" day would go? There are people who ordered day 1 that have not received their hardware and people that have ordered in September who have, their are people with hardware that don't have codes and people with codes that don't have hardware. Personally my founders edition has not even made it to the warehouse for shipping so maybe I can expect to choose a founders user name in 5 days at the earliest? This is quite the failed launch, missing features, no communication, not everyone has received hardware or even codes to play, we were promised the future of gaming on any screen anywhere, not Any Screen** Anywhere**** with absolutely no features or titles that take advantage of the features that are available at launch... This feels like a kick starter campaign, not a launch orchestrated by a almost $1 Trillion dollar company.
9 Kudos
Community Member

Contacted GStore 40 hours ago, no response. Chat now unavaliable and is supposed to be active one hour ago here in Spain. I did my preorder on June 6th just at announcement, and still no shipping, no code, no Gstore support, no anything that Google MUST do for their customers. Why is supposed to be a founder's edition ordered 5 months ago?. What a PREORDER means? To have what you buy in time for launch because you have months to adjust everything to do a SERIOUS service.
6 Kudos
Community Member

Contacted them yesterday after I updated my payment method and my order was cancelled (despite funds being available). Spent almost 30 minutes on the phone with them, most of that on hold. Was initially given the "Just order the premiere" line. No. I pre-ordered a Founder's Edition to get the Founder's Edition as soon as possible, not to be pushed into the end of the line. Also, loss of the Founder's Edition means loss of the Night Blue controller I ordered. So, I lost all the reasons for pre-ordering because the system hiccuped my payment method away. I know that I am not the only person in this boat. How is this going to be made right? Where is our answer on this topic? Is the answer keep trying to call store support and keep getting the same BS answer? Or maybe, just MAYBE, you could be more definitive and respond to the people who have been supporting this idea and pre-ordered almost sight unseen. I am requesting another call-back as I write this, so maybe I'll get an update. This isn't a good look and shifting the blame and responsibility without any clear response to the people who legitimately want to support this endeavor isn't helping.
3 Kudos
Community Member

Please stop characterizing every trip up on your part as "very few" or "small number". That's not true and is taking a page out of Apple's disingenuous playbook. Own the problem, be honest with us, and earn some trust before trying this bologna with us.
1 Kudo
Community Member

@GraceFromGoogle I did contact customer support and the situation is actually worse: now they're saying that we will only get a code 3-5 business days after the hardware is shipped. What happened to getting access at launch, as per website statement? What happened to getting the code before hardware, as per Google Director statement? Customer support then followed up with these dates are only guesses and can;t guarantee it will actually happen then! #fail
1 Kudo
Community Member

No response from Google Support.

 

Ordered Stadia few hours after annunce, no code, no hardware (and will come, if im lucky in 3-4 days from now), people from other country that ordered 1 month after annunce already received hardarwa AND code.

The priority is just a Lie, i lost my priority on name tag.

No update during the problem, only silence, no answer from support, no way to cancel the order because you already got the money and ship the stuffs.

How can you fix all this for all the person that trusted you? and again, dont post lie on twitter just to say is all ok.

4 Kudos
Community Member

Hi, I have not got the code and store support don't know what to do.

Can the "code team" please contact us and send us the code asap?

 

Thanks in advance

2 Kudos
Community Member

I got the founder edition package but not the code

2 Kudos
Community Member

Same here, just received the package, but still no code

2 Kudos
Community Member

@GraceFromGoogle I ordered my Founder's Edition on June 22, and yet I still have not received my invite code. Will you PLEASE help me?
1 Kudo
Community Member

Stadia just got delivered to me, but I have yet to receive my invite code. I thought I was supposed to get my code when Stadia shipped? Please let me know what's going on and send me my code if possible. Thanks
2 Kudos
Community Member

didn't get my code

0 Kudos
Community Member

Same situation here. Founder's Edition package came today (day after launch) and still waiting on the invite code. I want my money back or some kind of credit. Talking to you @Anonymous !
0 Kudos
Community Member

How do I actually email google store support as my question is not answered by the general faq. My situation is that DHL Freight is delivering my Stadia but it will only deliver to my home address when I am there. This is very unusual in Sweden and usually DHL deliver to a nearby service point so I can pick it up. But DHL won’t change the delivery address,l to my office, I need to get google to do it. Only there is no way to contact google to do this. Very annoying. Help!
0 Kudos
Community Member

Why is it taking so long to get the code sent out? I was so excited to receive the package but only found out that I need a bloody code to active when I started to try pairing the controller. Why can’t you just put a piece of paper with the code in a box? Since they are all promised with access at launch anyway, that’s the whole meaning of the founder’s edition right? Or why can’t you just write a program to send code automatically to whoever bought the founder’s edition? You are a tech company, and you can’t solve this sort of problem. Or you are just not ready for all people to go in yet? What happened to the promise of being early to choose your username on Stadia? It’s not fair for people haven’t got the code is it? This whole thing is a huge disappointment and the chrome cast ultra is very difficult to use by the way.
0 Kudos
Community Member

If you have received your hardware do not contact the Google Store support you need to contact Google Stadis support (it has its own support).

 

There's a slight issue with that however:

Screenshot 2019-11-21 at 17.41.13.png

Yeah a queue of 952 people all complaining may take a while to get through.

The strangest thing about this is Google knew exactly how many Founders' editions it sold and deliberately restricted the numbers at launch so how did Google make this situation for itself?

All Google needed to do was say launch is 28 Nov and start shipping on 18 or 19 Nove: no one would be complaining about getting anything early!

0 Kudos
Community Member

@Visionary you might aswell leave the queue, i only had 341 before my and it took a astounding 7 hours to even get in the call, then it took almost 1 hour for them to redirect me to the correct department. and they said they couldnt fix my issue because according to them i cancelled my order, not the system.... :S
0 Kudos
Community Member

Same problem as a bunch of others. I ordered my Stadia founder edition and never got a code. I now have received the stadia and the extra controller still no email code. Wtf man. My friend says it's because I got an extra remote and the remotes do not come with a code. It possibly caused a confusion in getting the code for the stadia I ordered. Can someone please look into this?????
Tags (1)
0 Kudos
Community Member

According to the Stadia Twitter account "Here’s the latest update: If you ordered and paid for Founder’s Edition, you should now have your Stadia access code." https://twitter.com/GoogleStadia/status/1197688445700722688?s=20 I ordered my Founders edition 10 Oct with an additional controller: they arrived today and the invite code on 21 Nov 2019, 23:12 GMT
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Community Member

I have not received my Stadia code and my order says shipped.

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Community Member

 
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Community Member

Ya.. Been trying to get it resolved since 19 November... It just feel like all hopes are lost...
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Community Member

U cn press contact, but nothing happens, site is refreshing. U cant change you name, same issue, press contact and nothing happens... **bleep** google u are using honest ppl as betatester
0 Kudos
Community Member

constant BS answer I have added 5 perfectly working credit cards and I cant buy a game this stadia is complete bull@?:>

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Community Member

I have bought the Premiere Edition with that card and the card is valid, I asked my credit card company. But google is not able to accept it. Do you have any solution, because even if i add my paypal information to google pay, I can only select the credit card.

0 Kudos
Community Member

Hello,

I have just bought RDR2, card payment is confirmed by my bank, the card payment is visible
Unfortunately I only get an error message, I should make the purchase again later.
Is this a joke? Thank you very much google.
Twitter and facebook are mentioned as current contact options - I didn't use these media and don't want to use them! No other way to contact me.

0 Kudos