Correlation ID

[chelsea-Hobden]

Hi,

My Gmail account got hacked and I have been charged almost £500 on my account. In order to make a claim through google play I need a 'Correlation ID'.

Can someone please help !!

[MI5]

@chelsea-Hobden 

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this

Thanks

[madasaf1sh · Accepted solution]

@chelsea-Hobden 

You need to login to https://pay.google.com/ 

And select the Purchase and the Transaction ID is at the bottom of the side bar...  

Once you have the transaction ID (Correlation ID) you can provide this to Google

[CCr]

Information for anyone else with this problem, Google claim that the correlation ID required is NOT the transaction ID described above. This is a mess where people get robbed and then our trusted corporate friends at O2 and Google try and let it fall between the cracks. 

Still no solution... if anyone has had any luck getting compensation after Google account being compromised and unauthorised purchases being made please do respond.

[Bambino]

@CCr, @chelsea-Hobden See if this link helps: Report charges that you don't recognise - Google Play Help

[CCr]

That link is where they request correlation ID, and won't proceed without it.

However If you take the transaction ID obtainable from Google pay history and remove any characters that aren't letters or numbers (. and -) the form will accept the number and allow a claim to be made, or at least get to the submit button. 

Not sure why the Google "specialists" I've been in touch with and shown the transaction ID to couldn't have told me this, hopefully it works. 

Ps. You have to fill out a form for each and every unauthorised transaction, its not a great customer experience.