FAQs

Mobile Wallets (22)

• Are the Android Pay spending limits and PIN the same as the plastic card?

  Yes. Android Pay payment limits and PIN are the same as your plastic card.

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

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

• Do I need an internet connection to make purchases through Android Pay?

  To make an Android Pay purchase, a valid Token Key is required to be downloaded onto your device...

• How can I verify my card?

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

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

  To remove a card in Android Pay...

• How secure is an Android Pay transaction?

  Transactions using Android Pay are secure as Google keeps all payment information on secure servers...

• How will my personal information be shared with Google?

  As per Westpac’s Android Pay T&Cs and privacy policy, the data we share with Google...

• I've deleted the app but can still make purchases. Why?

  Westpac requires you to retain the Android Pay app on your...

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

  If your card in Android Pay is not working, check if you have received a message...

• If I receive a reissued Westpac card, do I need to update my card information with Android Pay?

  Yes, you will need to update Android Pay with the new card information. Remove your card from Android Pay and add your new plastic card to Android Pay.

• I received a charge on my account from Google when adding my card. Will this remain?

  Westpac doesn’t charge any fees associated with adding cards to Android Pay...

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

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

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

  Yes, remove your card from Android Pay and add your new plastic card to Android Pay.

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

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

• What if I get a new device?

  On your old device open the Android Pay App and remove your cards or complete a factory reset...

• What is Android Pay and how does it work?

  Android Pay is a free third party app that will allow Westpac customers with an eligible Mastercard®...

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

  All payment cards stored in Android Pay are assigned a virtual account number...

• What is required to successfully add a card to Android Pay?

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

• What masked number is displayed on the receipt provided by the merchant?

  The receipt provided by the merchant will contain your partially masked Virtual Account Number rather than your card number.

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

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

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

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

• Which devices can I use Android Pay with?

  You can use Android devices with operating system 4.4 (Kit Kat) and above...