カード所有者に Google Pay を快適に利用してもらうには、Google とカード発行会社が対応するカスタマー サポートのトピックを振り分けることが重要です。Google は特に Google ウォレット アプリに関する消費者向けサポートの質問に対応し、カード発行会社にはカードのアカウント、プロビジョニング（不承認など）、ID&V、取引に関する質問に対応していただきます。
重大なシステム停止が発生した場合、カード発行会社は主に TSP と連携する必要があります。TSP は、問題が TSP と Google の間にあると判断した場合、問題を解決するために Google に問題をエスカレーションします。機能停止に関する問題はオンコール チームに転送されないため、「一般的な質問」のサポート フォームを使用して、サービスの停止を Google に通知しないでください。
Google エンジニアリング チームは、TSP の重大な問題に 24 時間年中無休で対応しています。問題が検出された場合、Google は TSP と連携し、TSP はカード発行会社と連携して問題を解決します。
サービスに関する問題
Google Pay の実装に問題がある場合は、次のことをおすすめします。
影響を受ける機能を一時的に無効にする
TSP と協力して問題を解決する
Google は TSP と定期的に情報を交換しています。Google Pay にバグがある場合、カード発行会社だけでなく、非常に多くのパートナーに影響する可能性があります。TSP が Google Pay の問題を発見した場合、TSP はその旨を Google に通知します。
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最終更新日 2025-08-22 UTC。
[null,null,["最終更新日 2025-08-22 UTC。"],[[["\u003cp\u003eThis guide helps card issuers route Google Pay-related questions to the appropriate teams, ensuring efficient issue resolution.\u003c/p\u003e\n"],["\u003cp\u003eFor integration questions, first consult your TSP or Google's troubleshooting guide; escalate to Google through your TSP if needed.\u003c/p\u003e\n"],["\u003cp\u003eGoogle handles consumer support for the Google Wallet app, while issuers manage card-specific inquiries, including provisioning and transactions.\u003c/p\u003e\n"],["\u003cp\u003eFor production outages, contact your TSP, who will escalate to Google if necessary; for product issues, disable functionality and work with your TSP.\u003c/p\u003e\n"],["\u003cp\u003eRefer to the detailed sections for specific support guidance on integration, end-user support, and production issues.\u003c/p\u003e\n"]]],["This document guides users on routing questions related to Google Pay. For integration support, direct questions to the entity most directly involved (TSP or Google). For end-user issues, Google handles app-specific inquiries, while banks address card and transaction issues. Production outages should be escalated through TSPs; if TSP finds Google is the root cause of an outage, they can escalate the issue to google. General marketing and branding, end user support, and BIN modification request should be sent to the appropriate team.\n"],null,["# Support overview\n\nOur team receives a variety of questions from issuers. Sometimes those questions\nare in scope for our team and sometimes they should be directed to another team.\nThe goal of this page is to help you understand where to route any questions you\nmay have so you can quickly find the answer.\n\nThis page explains how to route the following types of questions:\n\n- [Integration support](#integration_support)\n- [End user support](#end_user_support)\n- [Production issues](#production_issues)\n\nIntegration support\n-------------------\n\nWhile adding support for Google Pay, it is sometimes difficult to know\nwhether you should direct any questions to your TSP or to Google. As a general\nrule of thumb, you should seek support from the entity you are most directly\nintegrating with. For example, if you are having an issue with something like\ntoken metadata or token lifecycle management, your integration is with the TSP\nand you should direct those questions to them. Conversely, if you have a\nquestion or issue with a Google API, you should check if your issue is\ncovered in our [troubleshooting guide](/pay/issuers/support/troubleshooting) and direct any\nremaining question to Google through our support forms.\n\nIf your TSP is unable to answer any questions or concerns issuers have about\nthe TSP integration, they should escalate the issue to their global team. Each\nTSP's global team has escalation channels to reach the appropriate person on\nthe Google Pay team if they need assistance from Google. If your TSP\ncontacts are unable to follow that process, contact us through the form in the\n[General questions](/pay/issuers/support/get-help#general_questions) section with a full description\nof your issue and the names of your TSP contacts so we can help you get back on\ntrack.\n\n### Topics covered by the device tokenization team\n\n- 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))\n- NDA issuance\n- Click-to-accept issuer (CTA) agreement\n- Device tokenization issues escalated through TSP global teams\n- Launch process support for Google Pay APIs (refer to [Google Pay API issues](/pay/issuers/support/get-help#api_issues))\n- Questions specifically related to Google Pay APIs (refer to [Google Pay API issues](/pay/issuers/support/get-help#api_issues))\n- Branding questions specific to Google Pay APIs (refer to [Google Pay API issues](/pay/issuers/support/get-help#api_issues))\n\n### Topics to refer to other teams\n\n- BIN range modifications. Refer to our [BIN configuration](../tsp-integration/tsp-config#bin_configuration) section for instructions on how to contact our BIN Services team.\n- General marketing and branding questions. Instead, refer to the [Partner Marketing Hub](https://g.co/pay/brand).\n- End user support, including support for bank employee personal devices or account issues. Instead, refer to the [End user support](#end_user_support) section.\n- Support for other Google products like general Android development or Google Play store. Instead, refer to that product's own support guidance.\n- Questions about OPCs in the push provisioning API. Instead, review our [troubleshooting guidance](/pay/issuers/apis/push-provisioning/android/support/troubleshooting#tokenization_errors_during_provisioning) and refer those questions to your TSP.\n\n### Topics out of scope for our team\n\n- 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.\n- Debugging an issuer's implementation source code.\n- Pulling log traffic for issuers during implementation.\n- Conference calls to walk through our documentation or troubleshoot issues.\n\nEnd user support\n----------------\n\nCoordinating customer support topics between Google and card issuing banks is a\nkey part of providing an excellent Google Pay experience for your\ncardholders. Google handles all consumer support questions related specifically\nto the Google Wallet app and expects you to handle questions about card accounts,\nprovisioning decisions (e.g. declines), ID\\&V, and transactions.\n\n### Topics Google refers to card issuing banks\n\nInquiries received by Google related to the following topics are referred to\nthe card issuing bank:\n\n- 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\n- Card revocation\n- Transaction inquiries - differences in authorized/settlement amounts, declines, returns, refunds, disputed, and unauthorized charges\n\n### Topics card issuing banks should refer to Google\n\nInquiries related to the topics outlined in the following table should be\nreferred to [Google consumer support](https://support.google.com/pay).\n\n| Google Pay education | Other Google education |\n|-------------------------------------|----------------------------------------------------------------------------|\n| Set up and sign in | [Google Pay risk engine](../tsp-integration/tsp-config#google_risk_engine) |\n| Card addition/removal | Device settings and use |\n| Settings and general use | Loyalty, offers, transit, passes, and gift cards |\n| Troubleshooting (e.g. app crashing) | Google limits and restrictions |\n\n### Topics that shouldn't be referred to Google\n\nThe following topics should be handled by the issuing bank:\n\n- Questions about provisioning declines by the bank\n- Questions about merchants\n- Questions from merchants about their point-of-sale terminals\n- Refunds\n\nThese inquiries should be referred directly to the source (e.g. the merchant).\n| **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](../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.\n\nProduction issues\n-----------------\n\n### Outages\n\nIn the event of a major outage, card issuing banks should work primarily\nwith their TSP. If the TSP determines that the issue is between the TSP and\nGoogle, the TSP can then escalate the issue to Google for resolution. Do not\nuse the \"General questions\" support form to notify Google about production\noutages since those submissions are not routed to our on-call teams.\n\nGoogle engineering monitors and addresses major issues with TSPs 24 hours a\nday, 7 days a week. If an issue is detected, Google works with the TSPs, who,\nin turn, work with you.\n| **Note:** Our [sandbox](/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.\n\n### Product issues\n\nIf you have an issue with your Google Pay implementation, we recommend\nthat you:\n\n1. Temporarily disable the affected functionality\n2. Work with your TSP to resolve your issue.\n\nWe are in regular communication with TSPs. If there is a bug in\nGoogle Pay, it would likely impact a large number of partners rather than\njust one issuer. If your TSP discovers an issue with Google Pay that\nrequires our attention, your TSP will raise it with us."]]