Troubleshooting

AI-generated Key Takeaways

• Low risk scores from an issuer's testing activity can lead to tokenization failures, requiring exceptions for test devices in the issuer's risk engine.

• Google risk rejections, indicated by errors like OR-RWE-03 or OR-TAPSH-08, necessitate contacting Google Pay consumer support.

• Troubleshooting resources for common Push Provisioning API issues are available for both Android and Web platforms.

• Unexpected token deletions can occur due to various reasons, including issuer or Google-initiated actions, as detailed in Google's token deletion documentation.

• Temporary Google charges with the descriptor "GOOGLE *TEMPORARY HOLD" during tokenization are expected and explained on the Google Pay issuer home page.

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: If you are seeing an error like OR-RWE-03 or OR-TAPSH-08, refer to the section on 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 to clear the restriction.

Note: If you are experiencing provisioning failures due to low device or account scores, refer to the 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
• Web Push Provisioning

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 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.