SAMSUNG PAY FREQUENTLY ASKED QUESTIONS
You can feel secure in the knowledge that:
You can keep track of all your purchases. As soon you complete a transaction, you’ll see a payment confirmation that shows exactly where the transaction occurred, along with the merchant's name and number. So it's easy to detect any suspicious activity.
Your transactions and card information are secure. Samsung Pay requires you to authenticate every transaction. In addition, Samsung doesn’t keep your payment information on their servers and your account details are never stored on your phone or shared with merchants. When a payment is made at the terminal, the merchants will only see the Digital Account Number. When you set up Samsung Pay, you’ll have to establish an authentication method to authorise payments (either a PIN or biometrics identifier e.g. fingerprint).
You have greater peace of mind if you lose your phone. If your phone is ever lost or stolen, you can use Samsung’s Find My Mobile service to instantly lock your phone from anywhere, secure it with a new password or even erase your personal information.
If your Samsung Pay transaction is declined, check if the message ‘Verification Needed’ appears on the card in the Samsung Pay app. If that message is displayed, you’ll need to complete verification by requesting a one-time passcode. You will not be able to use Samsung Pay until you have completed verification.
Some other possible reasons why the transaction is declined even though the card still appears in the Samsung Pay app include:
- An incorrect PIN has been entered at the terminal when prompted
- You don’t have an internet connection and a new Token Key is required for a Visa card
- Your card has been temporarily locked
- Your card or the transaction account has insufficient funds for the transaction
- You have reached your set daily payment limit
- The terminal does not support contactless payments
- The payment terminal is a Mag Stripe Terminal (MST). Westpac declines Samsung Pay payments made to MST. Use your physical card at MSTs instead.
When you add cards to Samsung Pay, a Digital Card Number is created in place of your Card Account Number.
This number is used when you make a payment with Samsung Pay (or a refund of that payment), so that your Card Account Number isn't shared with the merchant and won’t appear on the receipt (instead the receipt will display the last 4 digits of the Digital Card Number).
Each time you add a Card to Samsung Pay, a new Digital Card Number is created.
If using Samsung Pay to obtain a refund, you may have to provide the last 4 digits of your Digital Card Number. You can find your Digital Card Number in the Samsung Pay app.
For payments processed through online merchants, Samsung Pay will also use either the Digital Card Number or another uniquely generated account number as a representation of your Card to process the transaction.
To use Samsung Pay, your Samsung device must be running on Android OS 6.0 (Marshmallow) or higher, and support near-field communication (NFC) technology. NFC is required for Samsung Pay to work for in store transactions. You must also have a Samsung account. Check the Samsung Pay website for more information as Samsung may from time to time make changes to the operating system and device requirements.
The following Mastercard® products are eligible for Samsung Pay:
- Altitude Black Mastercard
- Altitude Black Qantas Mastercard
- Altitude Black World Mastercard
- Altitude Black World Qantas Mastercard
- Altitude Black Velocity Mastercard
- Altitude Business Gold Mastercard
- Altitude Business Platinum Mastercard
- Altitude Platinum Mastercard
- Altitude Platinum Qantas Mastercard
- Altitude Platinum Velocity Mastercard
- Altitude Qantas Mastercard
- BusinessChoice Everyday Mastercard
- BusinessChoice Rewards Mastercard
- Earth Black World Mastercard
- Earth Platinum Mastercard
- Earth Platinum Plus Mastercard
- Low Fee Mastercard
- Low Fee Platinum Mastercard
- Low Rate Mastercard (except for cards starting with 51632010)
- Westpac Business Debit Card
- Westpac Corporate Mastercard
- Westpac Debit Mastercard
- Westpac Flex Mastercard
- Westpac Lite Mastercard
- Westpac PartPay Mastercard
- Westpac Purchasing Mastercard
- Westpac Worldwide Wallet Mastercard
The following Visa products are eligible for Samsung Pay:
- Westpac Corporate Visa Card
- Westpac Purchasing Visa Card
At this time Handycard are not supported.
Consumer Cards
No, you don't need to re-enrol when your card has expired. Your replacement card details will be automatically updated in Samsung Pay and you can continue to make transactions without the need to activate your replacement card.
Business/Commercial Cards
You don’t need to re-enrol your card when your physical card has expired as the new expiry date is automatically updated. However, you’ll need to activate your new card to continue making payments.
If you’ve received a reissued or replacement card with a new card number, you’ll be required to remove your old card from Samsung Pay and add your new activated card to Samsung Pay.
A valid Token Key is required to make a Samsung Pay payment. For VISA card payments, Samsung Pay requires an internet connection to download Token Keys periodically. If you don’t have an internet connection and have used all Token Keys on your phone, you won’t be able to use Samsung Pay until new Token Keys have been downloaded. After you connect to the internet, there may be a delay before Samsung Pay downloads new Token Keys to allow you to transact with Samsung Pay.
Payments using a Mastercard product do not require internet connection as Token Keys are saved on your phone.
To set-up Samsung Pay on your Samsung Gear device:
- Press and hold the Back key to launch Samsung Pay
- Select the ‘Add card’ option
- Follow the prompts on your device to complete the set-up of Samsung Pay.
As per Westpac Samsung Pay Terms and Conditions (PDF 63KB) (PDF 63KB), your personal information will be shared with Samsung and its service providers to:
- Operate Samsung Pay
- Detect and address fraud
- Improve and promote Samsung Pay
- Comply with applicable laws and respond to regulatory or government inquiries.
Privacy Statement
Our Privacy Statement explains how we collect, use and disclose your personal information and credit-related information. Our Privacy Statement also provides information about how you can access and correct your personal information and make a complaint. You can read our Privacy Statement online or by calling us on 132 032.
If you get a new phone you will be required to add each card to Samsung Pay using the normal enrolment process.
It is recommended that you remove all cards from your old phone or perform a factory reset.
To successfully add a Card to Samsung Pay you’ll need to make sure you have:
- A compatible phone
- An eligible Westpac Mastercard® or VISA product which has been activated
- Ensure the card details on the phone exactly match the details on your card
- The ability to verify the card using the mobile number registered for Westpac Protect SMS Code®. If you do not have Westpac Protect SMS Code®, call us on 132 032 to activate it.
Mastercard is a registered trademark, and the circles design and Tap & go are trademarks of Mastercard International Incorporated.
Further information on Samsung Pay can be found at the following Samsung pages:
When you add a card to Samsung Pay, you are required to verify it to help protect your account.
Currently the only method available to complete verification is to enter the 6 digit verification code that is sent to your mobile number registered for Westpac Protect SMS Code®.
To set up Samsung Pay on your Samsung Gear watch:
- Press and hold the Back key to launch Samsung Pay
- If you added multiple cards to your Samsung Gear device, rotate to select your payment card
- Hold your Gear watch over the contactless terminal to pay
To remove your Westpac card from your Samsung Gear device:
- Press and hold the Back key to launch Samsung Pay
- Select ‘More options’
- If you added multiple cards to your Samsung Gear device, rotate to select the card you want to delete
- Select ‘Delete’
- Select the ‘tick’ to confirm deletion.
If you close your card it will be automatically removed from Samsung Pay and you will not be able to make transactions with that card on your device.
To remove a card in Samsung Pay:
- Go to the Samsung Pay App on your phone, select the card you want to remove and select remove card; or
- Perform a factory reset (either using your phone or via Samsung’s Find My Mobile. If you are using Samsung’s Find My Mobile your phone will require network connectivity.
If your card is closed it will be automatically removed from Samsung Pay and you will not be able to make transactions with that card on your device.
To suspend a card in Samsung Pay:
Login to Samsung Find My Mobile service and suspend your card. Cards can continue to be used.
If your card is temporarily locked, it will also be temporarily locked in Samsung Pay and you will not be able to transact with that card using your device.
Yes, the transaction limits that apply to Samsung Pay are the same as your card.
To authorise a Samsung Pay payment you’ll need to enter your Samsung Pay authentication (fingerprint or PIN that you set up for Samsung Pay). For transactions over $100 you’ll also be required to enter your card PIN at the terminal.
You do not need to re-enrol your card. Your replacement card details will be automatically updated in Samsung Pay and you can continue to make transactions without the need to activate your replacement card.
If your device has been lost or stolen, you can help prevent unauthorised payments being made with your card on Samsung Pay by:
- Locking your phone remotely or permanently erase all the data on your Samsung device remotely by using Samsung’s Find My Mobile service
- Logging on to Online Banking and placing a temporary block on your on your Card account. This will also temporarily block any linked cards including PartPay.
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 at contactless terminals and on participating apps. To use Samsung Pay, an eligible Westpac credit or Debit card must be added to Samsung Pay.
Samsung Pay uses near-field communication (NFC) technology to facilitate mobile payments.
Yes, you can use Samsung Pay as a backup. If you have reported your card lost or stolen, your replacement card details will be automatically updated in Samsung Pay and you can continue to make transactions without the need to activate your replacement physical card.
If you have placed a temporary block on your card, it will also be temporarily locked in Samsung Pay and you will not be able to transact with that card using your device.
If you make a transaction of over $100* you will be prompted to enter your card PIN at the contactless terminal. If a PIN code is required to authorise a refund, you will need to enter your card PIN at the terminal.
When you add your Westpac Mastercard Debit card to Samsung Pay, the card will default to the Mastercard network for payments with Samsung Pay. Payments made via the Mastercard network are processed by Mastercard in the same manner as other payments on the Mastercard network and are debited from your linked default account. Transactions processed via the eftpos network will be debited to your primary linked account.
To change the default payment network to eftpos in Samsung Pay, open the Wallet app, tap on your Mastercard Debit card and select the radio button for ‘eftpos’ or ‘Mastercard’ this will update your default payment option for future purchases.
If you use a Mastercard Debit card on the Mastercard network the transaction is treated in the same manner as other payments on the Mastercard network. If you use a Mastercard Debit card on the eftpos network (select eftpos on your device), it is treated as an eftpos transaction.