FAQs

Mobile Wallets (48)

• Are there any fees or charges for adding my card to Google Pay?

  There is no fee charged by Westpac to add your card to Google Pay. When adding your card Google will preauthorise a small amount...

• What happens if my Android Device is lost or stolen?

  Log onto Android Device Manager and place a lock on your device...

• Do I need an internet connection to make payments through Google Pay?

  A valid Token Key is required to make an Google Pay payment. Google Pay requires an internet connection to download...

• Do I need an internet connection to make payments through Samsung Pay?

  A valid Token Key is required to make a Samsung Pay...

• How can I set up Samsung Pay on my Samsung Gear device?

  To set-up Samsung Pay on your Samsung Gear device...

• How do I remove my Westpac card from my Samsung Gear device?

  To remove your Westpac card from your Samsung Gear...

• How do I remove or suspend a card?

  To remove a card in Google Pay...

• How do I remove or suspend a card or what should I do if I want to sell my phone?

  To remove a card in Samsung Pay, go to the Samsung Pay App on your phone,...

• How do I use Samsung Pay on my Samsung Gear watch?

  To set-up Samsung Pay on your Samsung Gear watch:...

• How secure is Samsung Pay?

  You can feel secure in the knowledge that...

• How will my personal information be shared with Samsung?

  As per Westpac Samsung Pay T&Cs, your personal information will be shared with Samsung and its...

• I can see my Card in Samsung Pay but my transaction is declined. Why?

  If your Samsung Pay transaction is declined, check if the message ‘Verification Needed’...

• How will my personal information be shared with Google?

  As per Westpac’s Google Pay T&Cs and Westpac’s Privacy Statement, the data we share with Google…

• My card details have been removed from the Google Pay app. Why?

  Your card details removed from Google Pay may be due to one of the following reasons...

• What cards are eligible for Samsung Pay?

  The following Mastercard® products are eligible for Samsung Pay...

• What is a Digital Card Number and how is it different from my Card Account Number?

  When you add cards to Samsung Pay, a Digital Card Number is created in place of your Card Account...

• What is required to successfully add a Card to Samsung Pay?

  To successfully add a Card to Samsung Pay you’ll need to make sure you...

• Where can I find out more information about Samsung Pay?

  Further information on Samsung Pay can be found at the following Samsung...

• Where can I find out more information about Google Pay?

  Further information on Google Pay can be found at...

• Which cards are eligible to be added to Google Pay?

  The following Mastercard® products are eligible for Google Pay...

• Why do I need to complete verification when adding my card to Google Pay?

  When you add a card to Google Pay, you are required to verify your card to help protect your account...

• Why do I need to verify my Card when adding it to Samsung Pay?

  When you add a Card to Samsung Pay, you are required to verify it to help protect your...

• Are the Google Pay transaction limits and PIN the same as the physical card?

  Yes, the transaction limits that apply to Google Pay are the same as your physical...

• Are the Samsung Pay transaction limits and PIN the same as the physical Card?

  Yes, the transaction limits that apply to Samsung Pay are the same as your...

• Can I use Google Pay as backup when I lose my card?

  No, if you have reported your physical card lost or stolen...

• Can I use Samsung Pay as a backup when my card is blocked or reported lost/stolen?

  No, you will be unable to use Samsung Pay if your physical card is blocked, closed or reported lost/stolen.

• Do I need to use my card PIN with Google Pay?

  If you make a transaction of over $200 you will be prompted...

• Do I need to use my card PIN with Samsung Pay?

  If you make a transaction of over $200 you will be prompted to enter your physical card PIN at the contactless terminal...

• How secure is a Google Pay transaction?

  Google keeps all payment information on secure servers. Your full card details are never...

• I've deleted the Google Pay app but can still make payments. Why?

  Google Pay stores your Virtual Account Number on the device...

• I can see my card in Google Pay but my transaction is declining. Why?

  If your Google Pay transaction is declined, check if the message ‘Verification Needed’ is displayed...

• I’ve received a reissued or replacement Westpac card; do I need to update my card information in Google Pay?

  You do not need to re-enrol when your physical card has expired as the new expiry date is automatically updated...

• My physical card has expired. Do I need to re-enrol?

  No, you do not need to re-enrol when your physical card has expired...

• My physical card has expired. Do I need to re-enrol?

  No, you do not need to re-enrol your card in Google Pay when your physical card has expired as the new expiry date is automatically...

• What do I need to do to successfully add a card to Google Pay?

  To successfully add a card to Google Pay you will need to ensure that...

• What happens if my Samsung device is lost or stolen?

  If your device has been lost or stolen, you can help prevent unauthorised payments being made with your card on Samsung Pay...

• What if I want to sell my mobile device and get a new one?

  If you get a new mobile device you will be required to add each card to Google Pay ...

• What is a virtual account number and how is it different from my Card account number?

  When adding cards to Google Pay a virtual account number...

• What is Google Pay and how does it work?

  Google Pay is a simple, fast and secure mobile payment service that allows you to...

• What is Samsung Pay?

  Samsung Pay is a secure and easy to use third-party app that allows customers with an eligible card and a compatible Samsung device to make payments...

• Which phones or devices can I use Google Pay with?

  To use Google Pay, your device must be running on Android 5.0 (Lollipop) or higher...

• Which phones or devices can I use Samsung Pay with?

  To use Samsung Pay, your Samsung device must be running on Android OS 6.0 (Marshmallow) or higher...

• Why don’t the card details on the merchant’s receipt match my physical card number?

  The card details shown on the receipt provided by a merchant will contain the last four digits of your Virtual rather than your physical...

• I can see my card in Google Pay but I cannot make a transaction. Why?

  If you cannot select a specific card for Google Pay, check if the message ‘Verification Needed’ is displayed...

• How do I change my payment network to Mastercard or eftpos?

  To change the default payment network to eftpos in Samsung Pay, open the Wallet app...

• Using Samsung Pay with your Westpac Mastercard Debit card

  When you add your Westpac Mastercard debit card to Samsung Pay, the card will default to the Mastercard network for payments with Samsung Pay...

• What is the difference between selecting eftpos rather than the Mastercard payment option for my Mastercard debit card?

  If you use a Mastercard debit card on the eftpos network (select eftpos on your device), it is treated as an eftpos transaction.

• What if I get a new phone?

  If you get a new Samsung device you will be required to add each card to Samsung Pay using the normal enrolment process.