Troubleshoot issues paying through your mobile provider (direct carrier billing)

If you're having trouble with a purchase billed through your mobile phone carrier, try these troubleshooting tips.

Tips for first time direct carrier billing customers

If you’re having trouble making a purchase using carrier billing, we recommend that you:

Ensure you're connected to your carrier network.
Make sure you're using the YouTube Music app, not a mobile browser or a computer.
Try turning your device off, wait for a few seconds, and then turn it back on. After turning on your device, re-attempt your purchase.

Additional troubleshooting tips

If you’re still experiencing problems:

Make sure you're using a personal account. Some companies may block carrier billing on corporate accounts.
Confirm that you're not using a rooted device.
If you use a dual SIM device, make sure to put the right SIM card in slot 1 and leave slot 2 empty.

Check your carrier settings

If none of the tips above fixed your issue, there are some carrier settings that you can check:

You haven’t hit monthly spending caps or individual purchase prices set by your carrier. When these limits are reached, the billing option will disappear.
You have sufficient balance for the purchase amount, if you're using a pre-paid plan.
Your device and service plan allow premium content purchases.
Your device can use mobile phone billing.

If you’ve tried these steps and are still having problems, contact your mobile phone service provider for more help.

Tips for existing memberships billed through a mobile phone carrier

If you’re experiencing payment issues using direct carrier billing to pay for a YouTube Music membership, contact your carrier to find out the reason for the decline. There could be an issue with your account, such as exceeding a spending limit.

If there is no issue with your carrier account, try removing it as a payment method and re-adding:

Go to your Payment methods page on Google Pay and remove your carrier billing payment method.

Note: You will be unable to remove carrier billing from your account if you're using this payment method for other active memberships.
Go to the YouTube app and tap on your profile picture .
Tap settings .
Tap Purchases & Memberships and complete the sign up process again.

If you have problems re-adding carrier billing, try the troubleshooting tips for first-time users above.

If these don’t help, please contact your mobile phone service provider for more help.

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