# Troubleshooting

## Risk issues

### Low risk scores

In the provisioning data for each tokenization request, Google provides
information about the user and device, including risk scores. Sometimes test
devices and accounts will start to get low scores over time as a result of an
issuer's testing activity, which may result in tokenization failures. It is
important to note that, in such cases, Google is not blocking the
provisioning attempt. Rather, the rejection was caused by the issuer's own risk
engine. Google does not have a way to artificially manipulate risk scores for a
given account or device. The best way to resolve this is to create an exception
in your risk engine for test devices and accounts.

> [!NOTE]
> **Note:** If you are seeing an error like `OR-RWE-03` or `OR-TAPSH-08`, refer to the section on [Google risk rejections](https://developers.google.com/pay/issuers/support/troubleshooting#google_risk_rejections).

### Google risk rejections

If you are seeing an error like `OR-RWE-03` or `OR-TAPSH-08`, your account
has been flagged by Google's risk engine. You will need to contact
[Google Pay consumer support](https://support.google.com/googlepay/gethelp) to
clear the restriction.

> [!NOTE]
> **Note:** If you are experiencing provisioning failures due to low device or account scores, refer to the [Low risk scores](https://developers.google.com/pay/issuers/support/troubleshooting#low_risk_scores) section.

## Push Provisioning API

The Push Provisioning API documentation sites have dedicated troubleshooting
pages that focus on the most common issues and questions we receive from
issuers:

- [Android Push Provisioning](https://developers.google.com/pay/issuers/apis/push-provisioning/android/support/troubleshooting)
- [Web Push Provisioning](https://developers.google.com/pay/issuers/apis/push-provisioning/web/support/troubleshooting)

## Miscellaneous issues

### Unexpected token deletions

Sometimes users contact issuer support when tokens are deleted from their
device. Google respects the token deletion commands we receive from the TSP,
which often originate from issuers. Google Pay also deletes tokens for a
variety of reasons. Refer to Google's [token
deletion](https://developers.google.com/pay/issuers/tsp-integration/gpay-flows#token_deletion_behavior)
documentation for more information on scenarios where Google Pay deletes
tokens.

### Temporary Google charges during tokenization

Some users may see a charge on their card statement with the descriptor **GOOGLE
\*TEMPORARY HOLD** . This is an expected part the tokenization flow, and more
information can be found on the [home page](https://developers.google.com/pay/issuers#cof).