Dispute charges on child's balance in Google Wallet

If you find a charge on a child’s balance in Google Wallet that’s duplicated, incorrect, or you believe to be fraudulent, the family manager can file a dispute to report the issue.

Check if you’re the family manager

Only the family manager can dispute transactions on their child's balance in Google Wallet. The family manager is the person who creates a Google Family Group and the only person who can create a balance.

To verify if you’re the family manager, go to your Family Group on Google.

If you’re the family manager, you’ll find options to invite and manage members.
If you're not the family manager, you can find the family manager’s name and their profile info.

For more information:

Before a family manager files a dispute

Step 1: Understand unauthorized transactions & account suspensions

An unauthorized transaction is a tap to pay payment made by someone other than an authorized user of the balance. This includes a fraudulent charge from someone who has access to your child's account.

Purchases your child makes without your permission aren't unauthorized transactions. Purchases you don't agree with also don't qualify as unauthorized transactions.

A charge must post before the family manager can dispute it. Charges usually take 1 to 3 business days to post.

Step 2: Prepare to file a dispute

Confirm the charge: Ask your child if they recognize the transaction.
Check the time frame: Family manager must file a dispute within 120 days of the transaction date. After 120 days, a dispute can’t be filed.
Confirm your role: Remember, only the family manager can submit a dispute. If you're not the family manager, you must reach out to them to initiate a dispute.

How a family manager disputes a transaction

Go to the Google Wallet website.
Click Family.
Select the child.
Navigate to “Recent Transactions.”
- If the child has more than 3 transactions, click View more transactions.
Select the transaction to dispute.
Click Report an issue.
Next to “Questions about this transaction?,” click Dispute.
Select the correct dispute reason.
- Fill out the required info.
Before you submit the form, review your responses.
Click Submit.
- The family manager will receive an email update about the dispute status and outcome. If additional info is needed or for any questions, reply to the email to provide details.

Tip: If a dispute for an "unauthorized transaction" is filed, the child’s balance in Google Wallet will be suspended temporarily. This security measure prevents further unauthorized charges. Learn more about how to remove a temporary suspension.

What to expect after the family manager files a dispute

After the family manager submits a dispute, the review will start.

The family manager will receive an email from the payment card support team to confirm the dispute submission and the investigation will start within 5 business days.
The family manager may receive an email from the payment card support team with a request for more information to be able to complete the investigation.
The family manager will get the initial investigation result typically within 10 days.
If the team needs more time to investigate, a temporary credit may be added to the child's balance no later than 10 days (from the cardholder contact date). A full investigation can take up to 45 days.

If the dispute is approved: Any temporary credit applied to the balance is made permanent to your child's account.

If the dispute is not approved: Any temporary credit applied to the balance related to the dispute may be reversed.

Right to documentation: The family manager can request copies of the working documents used to reach a decision on the dispute. To make a request, simply reply to the email you received that contains the outcome of the investigation.

How family manager can check the transaction's dispute status

Go to the Google Wallet website.
Click Family.
Select the child.
Navigate to "Recent Transactions."
- If you don't find the disputed transaction, click View more transactions. You'll find the status of your dispute. It'll be either:
  - Dispute in review: The dispute is open and it’s under review.
  - Dispute resolved: Investigation is completed and you'll receive an email about the decision.

Tip: You cannot file a dispute for the same transaction twice, unless you provide new information.

How to lift a temporary suspension

If the family manager files an unauthorized transaction dispute, the child’s balance in Google Wallet is suspended temporarily to protect the account.

A family manager can request to lift the suspension.

While the dispute is in review: The family manager can request to have the suspension removed before the investigation is resolved. To restore the balance, contact a Google support specialist.
- If the child’s device was lost or stolen: To avoid unauthorized purchases, immediately remove the balance from the device.
After the dispute is resolved: The suspension isn’t removed automatically. To restore the balance, the family manager must contact a Google support specialist.

Related resources

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