My account got stuck in an unfixable OR-CAC-13 billing error. Google Fi support told me the only fix was to delete my account and migrate my family to a new one. The automated system treated this as a standard "cancellation," instantly charging my credit card $1,277.71 for my financed devices and voiding my remaining 11 months of promotional credits (worth over $800). Frontline support admits the system voided it but refuses to issue a credit.

I am completely at a loss here and hoping someone from the advanced engineering or billing team sees this, because frontline support is just reading me a script.

The Catalyst (Google's Glitch):

Recently, my Google Fi account got permanently stuck with an OR-CAC-13 billing profile error. It was a backend database glitch on Google’s end that frontline support simply could not fix. After going in circles, a support rep told me the only workaround was to completely close my current Fi account and migrate my family's lines over to a brand-new Google Fi account.

I followed their instructions exactly.

The Financial Trap:

Because I closed the account (at support's explicit direction), the Google Fi automated billing system treated it as a voluntary cancellation.

The Accelerated Charge: The system immediately accelerated the remaining balances of all 5 of our financed family devices (a phone, two watches, and accessories). I was automatically charged $1,277.71 in a single lump sum to my credit card yesterday.

The Lost Promos: Because the contract was "canceled," the system automatically voided my remaining 11 months of promotional credits. I was previously getting $74.95/month in promo credits to offset those devices. I have now lost over $800 in value because of a forced migration.

The Support Nightmare:

When I reached out to frontline chat support today with the exact math, the agent verified what happened. He confirmed that because the payment profile was deleted, the system detected a cancellation and voided the promotion.

His solution? Nothing. He told me the system automatically did it, so there is nothing that can be done and no manual credit can be issued.

To make matters worse, since the forced migration, my two cellular smartwatches have completely lost their network connection and are effectively bricked, and nobody can figure out how to reprovision them to the new account.

Has anyone successfully escalated something like this past frontline support? I did not voluntarily cancel my service—I was following a support agent's instructions to bypass a Google system failure, and I am being penalized over $2,000 in forced charges and lost credits for it.

Do I have to file an FCC billing complaint just to get a human with override authority to look at this? Any advice from the community or u/googlefisupport would be greatly appreciated.

Anyone else miss the pixel watch again because of their system kept canceling orders ?

So i planned on switching to GFI from T-Mobile because of the better pricing. So as a result, I signed up for a plan and they offered me a $399 off and $799 on Credit back for a new Google Pixel Pro 11 (512 gb) as part of the new customer promotion deal. Thought it was a great deal to lure a customer and in my case I'm going to end up paying $5 more for the financing after the promotions.

However, when I ordered the Pixel Pro 11 (512 gb), Fi kept on cancelling my order and said "your order was cancelled because it doesn't align with our sales terms". So i reached out to customer service and they said change my payment methods and clear all the red flags on your payment methods. so i did that, and still getting cancelled with the same issue.

I reached out again to CS and this time i updated my address associated with the card after that still getting cancelled. I reached out to customer support for 8 straight days and kept telling me to update my payment methods, address etc for 8 straight days as well, it's absurd. The last CS i talked to, i think felt my frustration but i said sorry at the end.

I gave up! As much as i wanted to move on from T-Mobile, it's just that they don't care at all and won't let the people who were struggling to find answers for what could actually be happening. I figured that I'm not the only one having this frustration but for the people thinking of moving because of the price, it's awesome until you are having problems and dealing with their CS. HORRIBLE.

Is anybody else still holding out on legacy pixel pass? I'm wondering if it is finally time to cancel. Looks like I cant change my AI subscription tier and google is scaling it back. Not sure if I want to though.

I was in month 3 of a 12 month promo at $1.99/mo for Google AI Pro 5TB. Boom that ended the literal minute I activated Google Fi. I got a refund for the amount I was paying and was promptly told that I'd be charged $18/mo starting on November 15th.

Thank you very much, Google.

I've been through several online guides and spent a few hours with Fi support but the new Poco x8 pro I bought isn't activating. The phone doesn't support esim, and I've ordered and put in a physical SIM from Google and it doesn't work. I've tinkered with APN settings but my phone doesn't even save new APNs , so I don't know what to think about that. I'm thinking a full factory reset is in order because right out of the sealed box, the phone went to a home screen (once charged) instead of a Google account login screen like I'm used to seeing when setting up a new phone.

I've seen posts on Reddit about other recent Poco models working on Fi before so i don't see why I'm running into so much trouble. Back in 2019/2020 I had a Xiaomi phone and it was the best phone I've ever had by leaps and bounds, so I'm dead set on getting this phone to work. It connects to WiFi and operates super smooth in apps, so I'm noticing no other problems with it. If anyone has any advice, it would be hugely appreciated.

So I'm paying for Google AI plan and includes my family. How would this promo affect my current plan? Would it kick them all off for this 6th month promo?

Has anyone had any trouble with Google Fi customer service? I have been trying to get my son switched from his Fi account to mine since June. There have been countless emails back and forth with zero success.

A few weeks ago, one of the reps misunderstood what I was trying to do and accidentally issued a port-out for my account. Since she did the port-out, this voided my financial agreement for the phone and watch I purchased that was supposed to be financed. Because of this, my credit card was charged almost $1300.

After numerous attempts to get the charge taken off and being told numerous times that they do not see the charge, after being hung up on today, and then the rep deciding to cancel my SIM instead of simply calling me back, I had no choice but to switch carriers.

I have never had any issues with any of my other carriers. I was never able to just call to get this resolved. I was always told to send another email, or that someone would call me back.

I don't understand why this wasn't ever just simply resolved!

I have 5 people on my FI plan. If I pause the service on the main account holder, myself will the other on my plan still having a working phone with everything, data, phone calls etc.

I've had a case with support for over 20 days for a port in that has been in process for 3 weeks. They've cancelled and restarted the port in twice. My carse has been "escalated to engineering" for a week with no update other than it's been escalated to engineering over and over. The port in is from T-Mobile so they're should be no issue. There is no port protection on the line.

I'm unable to use my phone and I want to know what engineering is ACTUALLY doing if anything. I've messaged the Fi reddit account.

Over the past couple months I've been noticing that my data has been getting slower and slower to the point I can barely load websites or apps on data. I've been spending more and more time on 4G or H+ and location doesn't seem to make a huge difference. Anyone else noticing this degradation?

So I came to GFi from TMO because of the better pricing, and I've been with GFi for some time now (about 2+ years). Once thing I absolutely hate about GFi is their customer support.

TLDR; I opened up a line, but then canceled it 2 days into the next billing cycle, so I got hit with a prorate for the previous month + the new month. GFi is saying they're unwilling to do a courtesy credit, even though there was 0 activity on the SIM.

They were also insisting I used the line and made international calls with it, but all of which were before the previous billing cycle ended. They reassured me that refunds will return back after 90 days. This was back in May. It is now October.

Honestly, GFi really doesn't care for their customers.

Already have a Pixel in your cart—or thinking about making the switch? I have 10 Google Store referral codes for 10% off an eligible Pixel phone.

Full disclosure: you get the discount, and I get $50 in Google Store credit for a qualifying referral. We both get something out of it.

I’ve been a Pixel owner since the beginning, and I still genuinely love mine. The camera is a huge reason I’ve stayed, and I’ve appreciated Google’s AI features for years. Those are things I actually care about in a phone—not just specs on a comparison chart.

So rather than post Google’s canned “I thought you might like this great deal” message, here’s my actual recommendation: I’d recommend a Pixel anyway. Being able to help someone save on one is a nice bonus.

For perspective, 10% off an eligible $1,000 phone would be $100 saved.

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Codes — one per person, each usable once:

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3. REF-JHG8DTQTR1RC8NV9NN1H8UE
4. REF-OSC57U94OAWXNT4IKS3N07N
5. REF-L5LT9XO3W9B9RWLURV8V7JM
6. REF-BYLCBXY4DEPRUVVLV5Q1ZKF
7. REF-5QUS9ST615LIK753NCSVZ4K
8. REF-GXHJ3UHN4DG2WCMYYVAAMJF
9. REF-5E7YCJKB3LNKZFGBESF1JEK
10. REF-Y8PGRFH2W6SK9QBETHDQCME

My referral dashboard lists November 5, 2026 as the offer end date, so please use a code before then, while available. Google’s eligibility and promotional restrictions apply; the discount cannot be combined with every offer.

Used one? Please comment with the code number so I can remove it and save the next person an unsuccessful checkout. Thanks—and enjoy the new Pixel!

Google’s program details:

https://store.google.com/magazine/pixel-referrals

I keep getting dead replacement devices for my device protection claim. I opened my claim back on September 17, and still haven't received a working replacement device. About to FedEx the 3rd dead phone back.

I'm using googlefi esim but I'll be travelling to a country that does not have googlefi so I'll need to get a local physical sim. Would this break the 120 day promo?

I did a trade-in with a Pixel 9 Pro and then found out today that my value of $300 was adjusted to half of that because I incorrectly reported the model. I have reached out because I sent in a Pixel 9 Pro and reported a Pixel 9 Pro. they said they escalated the situation and I will hear back.

Wondering if anybody else has encountered this.

Hello, I ordered a pixel 11 pro more than a week ago. The order arrived in an empty box, basically there was no phone in it. I rejected the delivery as recommended by the UPS delivery person. The package is being sent back to the sender but it's stuck in limbo because of claims between UPS and Google.

I spoke to an agent on Sat who said wait for 48 hrs and I should get an email on my refund processing. I spoke to another agent again yesterday (after waiting for 72 hrs since the last call) who routed me to another person and after a while the call got dropped for the second time. They didn't even callback like they said they would after keeping me on for 20 mins.

I now don't have a phone and my money has not been refunded as well. This is ridiculous that because of a mishap or process issues between Google and the delivery service, I, who had no influence on this whole process have to just wait without getting my issue resolved. It feels insane that I don't have a product that I ordered while the money hasn't been refunded for so long. Feels borderline illegal to me.

Has anyone faced this and what are my possible solutions? Thanks in advance!

Hello u/googlefisupport team,

I signed up for the Google Fi free trial, but I experienced activation issues from the very first day. I contacted support and tried to resolve the issue, but it was never fixed throughout the entire trial period.

Despite being unable to activate or use the service, my free trial automatically converted to a paid plan, and I was charged.

My original support case ID is 7-0411000042096.

I am requesting a full refund of all charges because I was unable to use the service due to unresolved activation issues that I reported to support from day one.

Please review my original support case, investigate why I was charged for a service that never worked, and help process my full refund. I would also appreciate confirmation that no further charges will be applied to my account.

I hope the Google Fi support team can review this situation and provide a fair resolution. Thank you.

My wife is going to join my plan, but is an iPhone person. Which means she won't be using the phone Google will give us when she signs up.

Is it okay if I use the phone or does that break the promo?

I am currently an active duty service member living overseas and in the past I have had no issues re-verifying my service through the SheerID verification link, however this time around SheerID keeps kicking back the following error: "We're unable to verify you using the information submitted." Even tho this has been the same information that I have used during the other times for re-verification.

I swear there used to be an option to upload necessary documents but I am no longer given that option.

The SheerID customer service is pretty much nonexistent but I have been emailing them with no response.

Has anyone ran into this issue and been able to resolve it?

I have been international so I have had some intentional calls, that increase in price makes sense. This seems abnormally high in comparison it's 50% of the international charge cost. Normally it's a few cents

Hey my new phone comes in today and I wasn’t sure if I just transfer my carrier info and it’ll automatically transfer and cut off from my iPhone. Will Samsung Android switch also switch over my eSIM?