I did receive a refund email about a month ago for one game - the refund was credited to a credit card which is not active anymore. Around a week ago I received another email asking me to update payment method as Google was unable to issue the refund. I did update the method, but I haven't received a confirmation email. The refund shows now as cancelled in my Google Pay transaction history and I haven't received the money yet. Anybody else has had the same situation and after how long they received their money? Thank you!
Hey @manub,
Here is the contact form for the Stadia team, you see available options at the end, so I'm not sure if they actually offer email support at the time. But I would really recommend to contact them only as a last resort, since they're superbusy atm and most issues with the refunds are solved with patience so far. But if it comes closer to Jan 18, 2023 and you still didn't got the refund, then it's still possible to contact them. Just be aware they can't magically make the refund appear, so it's really a last ressource. ^^
Hey @manub,
Yeah it's normal that you don't get a confirmation email after updating your payment method via the link in the email from Google.
On my end I can also see that the ones for which I provided an alternate payment method on pay.google.com currently show "refund cancelled", but as far as I see it it probably means that the initial refund to the original payment method was not successful. So once you provide an alternate payment method, the refund should be initiated again, but that can take some days, worse it could also take 1-2 weeks until the second refund arrives (some of my refunds for which I provided an alternate payment method have already arrived, some not).
I would say let's be patient and see if the money arrives now. If not, then you can still check with the bank if they got it somehow or wait either for another email or contact the Stadia team. But since they are super busy and Google mentioned they plan to refund every one by Jan 18, 2023, it probably just means we need to be patient a bit longer.
Thank you Chufu. I'll wait another week or so before getting in touch with the team.
Would you be able to please advise what's the best way to contact the Stadia team via email? It's not that immediate.
Thank you!
Hey @manub,
Here is the contact form for the Stadia team, you see available options at the end, so I'm not sure if they actually offer email support at the time. But I would really recommend to contact them only as a last resort, since they're superbusy atm and most issues with the refunds are solved with patience so far. But if it comes closer to Jan 18, 2023 and you still didn't got the refund, then it's still possible to contact them. Just be aware they can't magically make the refund appear, so it's really a last ressource. ^^