topic Re: Google Play Correlation ID in Tech Support

Google Play Correlation ID

xmac1x — Tue, 16 Aug 2022 12:21:38 GMT

Last Friday I had my phone stolen and today I've just noticed that there were £250 worth of charges made to Google Play Store. Note: Not my Google account! No transactions were made in my personal google account.

I've even signed into the google store using my phone number and there are no purchases in the history.

Google Play Store require a "Correlation ID" for the transaction made so I can challenge it.

I cannot get this info from O2. I've tried contacting O2 customer services.

Anyone have any info or suggestions?

Re: Google Play Correlation ID

madasaf1sh — Tue, 16 Aug 2022 12:20:20 GMT

@xmac1x

You need to speak to Google direct, and ask them, as o2 can not get this information. As all o2 do is get a token saying this account made a charge against o2.

support.google.com

Re: Google Play Correlation ID

xmac1x — Tue, 16 Aug 2022 12:30:46 GMT

Thanks, I tried to phone google but was told that due to Covid restrictions all communication had to be via email so I can't even speak to a real person!

Re: Google Play Correlation ID

MI5 — Tue, 16 Aug 2022 12:38:27 GMT

@xmac1x

Did you report the loss to O2 within 24 hours?

If so, you are only liable for £100 of any charges.

Re: Google Play Correlation ID

xmac1x — Tue, 16 Aug 2022 13:01:03 GMT

No I didn't report within 24 hours as I was hoping it would show in a list and found. Couple that with no phone signal all weekend...

Re: Google Play Correlation ID

xmac1x — Wed, 17 Aug 2022 13:43:43 GMT

So it looks like EE customers can determine their transaction/correlation ID's by logging in to "Boku" which I believe is EE's charge to carrier provider. Does anyone know who/if O2 use a provider like this?

I've linked to the EE forum below where people have been able to succesfully get the transaction IDs

Solved: Fraudulent Google Play Transactions - The EE Community

Re: Google Play Correlation ID

Breanna — Mon, 22 Aug 2022 13:05:28 GMT

Hi @xmac1x were you able to get this sorted?

Re: Google Play Correlation ID

xmac1x — Mon, 22 Aug 2022 15:47:27 GMT

Hi Breanna,

No I haven't been able to sort this out. I know people on EE who have had the exact same issue and have been able to determine their transaction/correlation IDs as per my last message in this thread. Any ideas?

Thanks

Andrew

Re: Google Play Correlation ID

Breanna — Mon, 22 Aug 2022 15:51:04 GMT

Hi @O2Emma Would you be able to look into this to see where @xmac1x can find this information?

Re: Google Play Correlation ID

O2Emma — Mon, 22 Aug 2022 15:53:24 GMT

Hi @Breanna I will pick this up thanks.

Re: Google Play Correlation ID

Breanna — Mon, 22 Aug 2022 15:53:35 GMT

@xmac1x Have you tried the solution proposed here?

Re: Google Play Correlation ID

O2Emma — Mon, 22 Aug 2022 15:54:04 GMT

Hi @xmac1x I will send you a private message to look into it for you.

Re: Google Play Correlation ID

xmac1x — Mon, 22 Aug 2022 15:56:17 GMT

Hi Breanna, unfortunately that case doesn't help. In their case it was their own google account that was hacked. In my case, it was my sim stolen and used on someone elses google account. Charge to carrier.

Re: Google Play Correlation ID

Breanna — Mon, 22 Aug 2022 15:57:31 GMT

Gotcha. That makes sense. Hopefully @O2Emma can help with this.

Re: Google Play Correlation ID

NMc — Tue, 02 Jan 2024 14:38:47 GMT

Hi guys - exact same thing has happened to me. Checked the EE solution which didn't work. Was there a solution to this in the end?

Re: Google Play Correlation ID

madasaf1sh — Tue, 02 Jan 2024 14:41:14 GMT

@NMc

If you want a correlation ID the only way to get one is from Google, there is no other way to get hold of one..

Re: Google Play Correlation ID

NMc — Tue, 02 Jan 2024 14:58:09 GMT

Ok - I'm really not sure how to get that information. I can't seem to find a number or way to contact them. similar to this issue, the purchases have been made from someone elses GP account therefore the only sight I have of the charges is through myo2 account online.

Re: Google Play Correlation ID

madasaf1sh — Tue, 02 Jan 2024 17:24:47 GMT

There is no phone number from what I recall.. , but you can find the contact details for Google Play support by googling it.. @NMc