BSB 806 015

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BSB 806 015

Frequently Asked Questions

Digital Wallets

Questions...

  • How do I use my digital wallet?

    iPhone

    To authorize a payment hold your iPhone 6 (or later model) above or near the contactless reader and place your finger on the Touch ID to authorize payment (if Touch ID is enabled); or enter your device passcode (if Touch ID is not enabled).

    Samsung Gear Smartwatch

    After putting on your Gear smartwatch, you will be prompted to enter your PIN once to authenticate the device. Samsung Pay on Gear needs to be authenticated each time the Gear smartwatch is put on and requires a periodic connection to a compatible smartphone with Samsung Pay and internet access. Press and hold the back button to launch Samsung Pay. The last card used or latest card added will be shown. You can select the card you want to pay by swiping left or right, or by rotating the bezel to select card. Tap on the Pay button to make payment. Place the top crown of your Gear smartwatch near the NFC or MST area to pay.

    Samsung Smartphone

    Initiate Samsung Pay by either swiping up from the home button or opening the Samsung Pay app from the home screen. Select your P&N Bank Visa debit or credit card by swiping left or right. Verify your fingerprint and touch your phone to either the card reader or NFC reader to complete the transaction. Alternatively, enter your 4 digit Samsung Pay PIN if you have chosen not to use the fingerprint feature. If you have a Samsung Galaxy S8 or Galaxy S8+ smartphone you can authorize the payment using the Iris Scanner. Please note that you must wait until the verification is over before touching your phone to the reader or an error might occur.

    Android Phone

    Wake your phone by tapping the home or power button. Hold the back of your smartphone over the contactless symbol at checkout when prompted by the cashier. If the transaction is over $100 you will need to enter your card PIN at the terminal. Confirm with the merchant that the Google Pay transaction has been accepted and collect your receipt. To make a purchase in a mobile app, select Google Pay at checkout. Your P&N Bank Visa debit or credit card and address details will be automatically added.

    If any further instructions on how to use your digital wallet are required, please choose your digital wallet below:

  • Is there a transaction limit when using a digital wallet?

    Yes, transaction limits apply to your digital wallet, these are the same as your P&N Bank Visa debit or credit card. For transactions over $100 you will need to enter your card PIN at the retailer’s terminal.

  • Why can't I add my card to my digital wallet?

    When adding your card to a digital wallet for your security a verification code will be issued by Cuscal, our payments partner.

    If you are unable to validate your digital wallet or do not receive the verification code please call the Cuscal Mobile Wallet Activation Line on 1800 857 959 to activate your card manually.

    If you are experiencing issues adding you card to a digital wallet please contact us on 13 25 77 to help troubleshoot the issue.

  • Do I still need a physical card if I have a digital wallet?

    Yes, you'll need your card for purchases over $100, ATM withdrawals and locations without contactless functionality.

  • What is a digital wallet?

    A digital wallet is an easy and secure way to pay with your Visa debit or credit card using your smart phone. Apple PayGoogle Pay and Samsung Pay are the digital wallets that are supported by P&N Bank.

    Paying with your phone is safe, easy to set up and works with the devices you use every day. Choose the solution that works for your phone and add your credit or debit card. 

    • Convenience - Make secure contactless payments on the go.
    • Security - Card details are never stored on a device or shared with retailers.
    • Simplicity - No need to open an app, just hold your phone near a card reader wherever contactless payments are accepted.

    More information on how to set up a digital wallet is available at the following locations: 

    Apple Pay: https://support.apple.com/en-au/HT204506

    Google Pay: https://pay.google.com/intl/en_au/about/

    Samsung Pay: http://www.samsung.com/au/apps/samsungpay/faq

    You can use your phone or device to make a payment in stores where you see the participating digital wallet symbols.

  • What happens if I lose my phone or device?

    If your phone or device is lost or stolen, please call us immediately on 13 25 77 (or 1800 224 004 after hours).  You can also report your card as lost or stolen via Internet Banking. To do this, go to Services > Manage Card. 

    There are several more steps that can be taken depending on your device type; 

    Apple
    The Find My iPhone app can be used to remotely lock the device and disable the use of the Apple Pay function, or you can log into iCloud.com and remove all cards from Apple Pay remotely.

    Android
    Androids Find My Device can be used to instantly lock your device, or wipe it clean of any personal information.

    Samsung
    Samsung’s Find My Mobile service can be used to remotely lock or wipe your device (also locking or wiping Samsung Pay and all the payment cards registered in it). If you just want to suspend your P&N Bank Visa debit or credit card temporarily, login to Samsung Find My Mobile service and suspend your card. 

  • Which devices are compatible with a digital wallet?

    Apple Pay
    For a list of compatible Apple devices visit https://support.apple.com/en-au/KM207105

    Google Pay
    All smartphones that are enabled with NFC technology, have Android Lollipop 5.0 or above operating system and have an Australian carrier, are compatible with Google Pay.

    Samsung Pay
    For a list of compatible Samsung devices visit http://www.samsung.com/au/apps/samsungpay/

  • Does it cost extra to use a digital wallet?

    No, it does not cost you extra to use a digital wallet.

    The usual credit or debit charges apply to purchases and some retailers may apply a credit or debit card surcharge to purchases made using any payment method, including digital wallets, contactless or chip and PIN transactions.

    You require an active data plan or WiFi connection to add your card to a digital wallet. Based upon your mobile plan and network, additional message and/or data charges may apply.

  • Are payments made with my digital wallet covered by Visa's Zero Liability policy?
    All credit purchases made with your P&N Bank Visa card through your digital wallet are also covered by Visa's Zero Liability policy*. This means you won't be held liable for fraudulent charges or unauthorised purchases made with your card or account information. So you can use your card to shop with total confidence, as you will always be protected against unauthorised use.
     
    * Visa's Zero Liability policy covers Australian and New Zealand-issued cards and does not apply to ATM transactions, transactions not processed by Visa or certain commercial card transactions. Cardholders should notify their issuer promptly of any unauthorised Visa use.
  • How do I return an item purchased with my digital wallet?

    You will need to take the item(s) back to the retailer as normal. Some retailers will be able to offer refunds back to the device from which the original payment was made, while others may have to refund to the plastic card.

    If the retailer is able to refund the device used to make the original purchase, then depending on the device type you may need to do the following;

    Apple Pay
    Select the card you want to be refunded within the Wallet app

    • Hold the device above or near the contactless reader and authorize the refund using Touch ID or the device passcode; or
    • Hold the Apple Watch display up to the contactless reader and double-click the side button to authorize the refund.

    You may need to provide the last four digits of the Device Account Number to the retailer. This can be found by opening the Wallet app and tapping the ellipses (...) symbol in the bottom right corner and then scrolling down to find Device Account Number.

    Google or Samsung Pay
    If you return an item paid for with Google or Samsung Pay, the store may require you to tap your phone onto either the card reader or the NFC reader to complete the return.

  • Is it safe to use a digital wallet?

    Yes, it is safe to use a digital wallet, here are some of the specific security features of the different digital wallets available;

    Apple Pay
    A unique Device Account Number is securely stored on a chip in the device so payment can be made without any card information having to be shared with the retailer. Other features which help to keep your payments secure and safe include:

    • iPhone and iPad: Payments can only be authorized by using Touch ID (if it is enabled), or by entering the device passcode.
    • Apple Watch: Payments can only be authorized if the device passcode has been entered and skin contact with the device has not been lost. If the device has been removed from your wrist, Wrist Detect deactivates the NFC feature and Apple Pay. To re-activate the NFC feature and Apple Pay the device passcode has to be entered again. 

    Please note: You should never share your device passcode, or register more than one person’s fingerprint to Touch ID, while your card is registered to Apple Pay.

    Samsung Pay
    Samsung Pay uses Tokenization, a Secure Environment, and Samsung KNOX to secure your payment information. Additionally, you verify either using your fingerprint, Iris Scanner (Galaxy S8 and Galaxy S8+ devices only) or a 4 digit PIN when making purchases.  Read more about Samsung Pay security features

    Google Pay
    With Google Pay your physical card number is not stored on your phone. Just like a contactless transaction with your P&N Bank Visa card, Google Pay will not work for purchases over $100 unless you enter your PIN at the terminal. 

    Visa’s Zero Liability policy
    All credit purchases made with your P&N Bank Visa card through a digital wallet are covered by Visa’s Zero Liability policy*. This means you won’t be held liable for fraudulent charges or unauthorised purchases made with your card or account information. So you can use your card to shop with total confidence, as you will always be protected against unauthorised use.

    * Visa’s Zero Liability policy covers Australian and New Zealand-issued cards and does not apply to ATM transactions, transactions not processed by Visa or certain commercial card transactions.

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