# Support overview

Our team receives a variety of questions from issuers. Sometimes those questions
are in scope for our team and sometimes they should be directed to another team.
The goal of this page is to help you understand where to route any questions you
may have so you can quickly find the answer.

This page explains how to route the following types of questions:

- [Integration support](https://developers.google.com/pay/issuers/support/overview#integration_support)
- [End user support](https://developers.google.com/pay/issuers/support/overview#end_user_support)
- [Production issues](https://developers.google.com/pay/issuers/support/overview#production_issues)

## Integration support

While adding support for Google Pay, it is sometimes difficult to know
whether you should direct any questions to your TSP or to Google. As a general
rule of thumb, you should seek support from the entity you are most directly
integrating with. For example, if you are having an issue with something like
token metadata or token lifecycle management, your integration is with the TSP
and you should direct those questions to them. Conversely, if you have a
question or issue with a Google API, you should check if your issue is
covered in our [troubleshooting guide](https://developers.google.com/pay/issuers/support/troubleshooting) and direct any
remaining question to Google through our support forms.

If your TSP is unable to answer any questions or concerns issuers have about
the TSP integration, they should escalate the issue to their global team. Each
TSP's global team has escalation channels to reach the appropriate person on
the Google Pay team if they need assistance from Google. If your TSP
contacts are unable to follow that process, contact us through the form in the
[General questions](https://developers.google.com/pay/issuers/support/get-help#general_questions) section with a full description
of your issue and the names of your TSP contacts so we can help you get back on
track.

### Topics covered by the device tokenization team

- Issuer Console onboarding (refer to the [Console help center](https://support.google.com/console/#topic=10885952), or contact support directly through [Issuer Console](https://pay.google.com/business/console?business_type=financial_institution))
- NDA issuance
- Click-to-accept issuer (CTA) agreement
- Device tokenization issues escalated through TSP global teams
- Launch process support for Google Pay APIs (refer to [Google Pay API issues](https://developers.google.com/pay/issuers/support/get-help#api_issues))
- Questions specifically related to Google Pay APIs (refer to [Google Pay API issues](https://developers.google.com/pay/issuers/support/get-help#api_issues))
- Branding questions specific to Google Pay APIs (refer to [Google Pay API issues](https://developers.google.com/pay/issuers/support/get-help#api_issues))

### Topics to refer to other teams

- BIN range modifications. Refer to our [BIN configuration](https://developers.google.com/pay/issuers/tsp-integration/tsp-config#bin_configuration) section for instructions on how to contact our BIN Services team.
- General marketing and branding questions. Instead, refer to the [Partner Marketing Hub](https://g.co/pay/brand).
- End user support, including support for bank employee personal devices or account issues. Instead, refer to the [End user support](https://developers.google.com/pay/issuers/support/overview#end_user_support) section.
- Support for other Google products like general Android development or Google Play store. Instead, refer to that product's own support guidance.
- Questions about OPCs in the push provisioning API. Instead, review our [troubleshooting guidance](https://developers.google.com/pay/issuers/apis/push-provisioning/android/support/troubleshooting#tokenization_errors_during_provisioning) and refer those questions to your TSP.

### Topics out of scope for our team

- Filling out lists of questions related to your implementation plan. Instead, refer to the documentation on this site, our [consumer support site](https://support.google.com/pay/#topic=7625138), and your TSPs onboarding materials.
- Debugging an issuer's implementation source code.
- Pulling log traffic for issuers during implementation.
- Conference calls to walk through our documentation or troubleshoot issues.

## End user support

Coordinating customer support topics between Google and card issuing banks is a
key part of providing an excellent Google Pay experience for your
cardholders. Google handles all consumer support questions related specifically
to the Google Wallet app and expects you to handle questions about card accounts,
provisioning decisions (e.g. declines), ID\&V, and transactions.

### Topics Google refers to card issuing banks

Inquiries received by Google related to the following topics are referred to
the card issuing bank:

- Troubleshooting card addition issues for users who must take additional steps to add a card - the additional verification required (yellow) and activation declined (red) ID\&V paths
- Card revocation
- Transaction inquiries - differences in authorized/settlement amounts, declines, returns, refunds, disputed, and unauthorized charges

### Topics card issuing banks should refer to Google

Inquiries related to the topics outlined in the following table should be
referred to [Google consumer support](https://support.google.com/pay).

| Google Pay education | Other Google education |
|---|---|
| Set up and sign in | [Google Pay risk engine](https://developers.google.com/pay/issuers/tsp-integration/tsp-config#google_risk_engine) |
| Card addition/removal | Device settings and use |
| Settings and general use | Loyalty, offers, transit, passes, and gift cards |
| Troubleshooting (e.g. app crashing) | Google limits and restrictions |

### Topics that shouldn't be referred to Google

The following topics should be handled by the issuing bank:

- Questions about provisioning declines by the bank
- Questions about merchants
- Questions from merchants about their point-of-sale terminals
- Refunds

These inquiries should be referred directly to the source (e.g. the merchant).

> [!IMPORTANT]
> **Important:** We have seen a lot of support escalations where bank support agents incorrectly told users that Google did not send a provisioning request to the bank. In almost all of these cases, the agent was confused because they do not see information about declined provisioning attempts. Unless the user saw an error about connectivity or saw a [Google risk error](https://developers.google.com/pay/issuers/tsp-integration/tsp-config#google_risk_engine), the provisioning attempt was most likely declined by the bank. To avoid this painful user experience, make sure support agents have visibility into provisioning attempts that the bank declined so they can help the user fix the cause of the decline.

## Production issues

### Outages

In the event of a major outage, card issuing banks should work primarily
with their TSP. If the TSP determines that the issue is between the TSP and
Google, the TSP can then escalate the issue to Google for resolution. Do not
use the "General questions" support form to notify Google about production
outages since those submissions are not routed to our on-call teams.

Google engineering monitors and addresses major issues with TSPs 24 hours a
day, 7 days a week. If an issue is detected, Google works with the TSPs, who,
in turn, work with you.

> [!NOTE]
> **Note:** Our [sandbox](https://developers.google.com/pay/issuers/resources/sandbox) environment does not have an SLA and occasionally has downtime. Accordingly, we do not recommend depending on our sandbox environment for and release blocking testing like QA. Please wait at least 1 United States business day before contacting us about sandbox outages.

### Product issues

If you have an issue with your Google Pay implementation, we recommend
that you:

1. Temporarily disable the affected functionality
2. Work with your TSP to resolve your issue.

We are in regular communication with TSPs. If there is a bug in
Google Pay, it would likely impact a large number of partners rather than
just one issuer. If your TSP discovers an issue with Google Pay that
requires our attention, your TSP will raise it with us.