Unable to redeem audiobook perk because Google has me geotgged on the wrong continent

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1

I would really appreciate it if a staffed Googler at Local Guides can respond to and escalate this one as it is of urgent importance and involves Google actually correcting their own error

I received the Google audiobook perk and when trying to redeem it, received the error message in the attached screenshot. I believe the error is due to the fact that Google has been geotagging me in Europe when my account is a US one. I had an issue recently, that was resolved, with Google having the incorrect recorded last name for me in Google pay, and while this issue was running, I discovered an additional YouTube profile that Google had added for me, but in the country of Germany. I’ve never made such a profile. And I believe that this profile is the culprit. I’ve tried contacting local guides on Twitter but they have ignored my tweets (of course as Google sucks at customer service).

If a Googler can respond to help launch a bug to this I would greatly appreciate it. Private messages would be better as this would mean sensitive info being shared.

Thanks.

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3 Likes
2

Hi @TraciC

Would really appreciate yours, or other Google employees attention on this matter. Thanks a lot!

3

Hi @babyfroz :

Do you mind doing a quick check on your Google account to see what country it is currently set to? Please have a look on this page to check what country you are and verify that it is set to US. If it isn’t already set to the US, then please set it to US. If there are any other countries that show up, then please delete them if they are incorrect.

Once you’ve done that, then let us know if you can redeem the audiobook perk.

Thanks.

4

It’s always been set to US. I still can’t redeem the perk.

5

Hi @babyfroz ,

Thanks for reaching out.

We will look into what you have reported and get back to you.

Just as a reminder, please only tag Google Moderators listed here, thanks.

6

Thanks for your message @MashaPS .

@TraciC is the Google moderator who posted what’s in that link, which automatically lists her, so I tagged her to get some employee attention as opposed to just community moderator since I know they aren’t Google employees and cannot help me in this particular case.

This is my first time on this forum, I was sent here by another Googler, and didn’t even want to come on here in the first place because I hate forums.

Therefore, hopefully you and Google can get back to me with a solution that works for me because I didn’t request any of this and it’s a nuisance.

7

Hi @babyfroz ,

Sorry for the delay.

Could you please follow this link and the steps provided there. By doing the support team will direct you and take you through the resolution process.

Thank you.

8

@MashaPS

My issue was not on the list. And that is because, as previously stated, my issue stems from a problem that Google caused when they altered information in my account without my consent. This isn’t even about not being able to use the perk: that only alerted me to the actual problem here.

This needs to be escalated and I need to speak with a human who can help me troubleshoot. And since this also concerns YouTube, they might unfortunately also need to be alerted to what is happening.

Looking forward to your reply.

9

Hi @babyfroz ,

In the list from the link you may choose “Unable to redeem code” option.

If you think there’s an issue with your Google account, please check the options from this article Troubleshoot issues with Google Accounts or send a feedback to the responsible team.

I am sorry but we can not assist you on this matter as Connect is not a place where Google account related issues could be solved.

You may also review once again how your private information is managed here - Privacy and Terms.

I hope this would be helpful.