To avoid losing access to your Google Play balance, you must enter your CPF, date of birth, and address.
- Go to Google Payments.
- Sign in to the account associated with the gift card you want to redeem.
- Scroll to Brazil Tax info, and click Edit
.
- Click Manage tax info
Add tax info.
- Enter your CPF.
- Enter your date of birth.
- Click Send.
- To redeem your gift card, go to play.google.com/redeem.
.
Add tax info.If you can’t confirm your CPF or your date of birth, refer to the troubleshooting section below.
Fix CPF issues
If you want to verify your account for the first time, try these troubleshooting steps:
If you get the error message “We are unable to verify your CPF & date of birth at this time” when you enter your CPF and date of birth:
- Check your CPF status at Receita Federal:
- CPFs in “Regular” status are accepted.
- CPFs in “Pending” status aren’t accepted.
- Check if your date of birth matches the Receita Federal records.
- Confirm if your date of birth is in the correct format for your language:
- DD/MM/YYYY
- MM/DD/YYYY
If you give the wrong CPF or date of birth multiple times in a row, your account can be temporarily suspended. If you get the error message “You have exceeded the permitted number of sign-up attempts:”
- Wait for 24 hours and try again.
- Make sure you have:
- A valid CPF
- Your CPF in “Regular” status
- Your date of birth in the correct format for your language with slashes:
- DD/MM/YYYY
- MM/DD/YYYY
To update your legal name in your payments profile:
- In a browser, go to payments.google.com.
- Confirm you’re signed in to the correct account.
- Click Settings.
- Next to “Name,” click Edit
- Click Change Name.
If the “Change Name” option isn’t available, you must complete the form presented on your screen. The support team will respond to you within a maximum of 7 business days. If you don’t receive a communication after this period, for assistance, contact our support team.
Tip: It’s possible to update the legal name in a verified Google Account. It’s not possible to change the CPF and date of birth.If you’re asked to submit documents when you get this error message “You must submit documents:”
- Go to Google Pay.
- Confirm if you’re signed in to the correct account.
- At the top right, click Notifications.
- Follow the on-screen instructions.
Tip: It takes up to 7 business days to verify documents after submission.
If you don’t verify your details, your Google Play Balance account can be closed. If you get the error message “Your account was closed,” you can’t use it until you verify your CPF and date of birth.
To check if your account is closed:
- Go to Google Pay.
- Check if:
- Under “Payment methods,” it shows “Account closed.”
- The balance amount is there but you can’t use it.
To be eligible for a Play Balance refund, important details like name, CPF, and date of birth must match the details on the bank account. To request a refund, contact our support team.
If none of the steps above work, contact our support team.
If you already verified your account and still have issues when you update your name, contact our support team.