Google Pay FAQs | Bank Of Melbourne

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5. Google Pay FAQs Google Pay FAQs

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Google Pay FAQs

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

  Bank of Melbourne – Visa credit cards Bank of Melbourne Gold Low Rate Visa Bank of Melbourne Gold Advantage Visa Bank of Melbourne Vertigo Platinum Visa Bank of Melbourne Private Clients Visa Platinum Bank of Melbourne Amplify Rewards Visa Bank of Melbourne Amplify Rewards Visa – Qantas Bank of Melbourne Visa Bank of Melbourne Start Low Stay Low Visa Bank of Melbourne Amplify Platinum Visa Bank of Melbourne Amplify Visa Bank of Melbourne Amplify Business Visa Bank of Melbourne Vertigo Classic Visa

  Bank of Melbourne – Mastercard credit cards Bank of Melbourne Gold Low Rate Mastercard Bank of Melbourne Gold Advantage Mastercard Bank of Melbourne Platinum Mastercard Bank of Melbourne No Annual Fee Mastercard Bank of Melbourne Mastercard Bank of Melbourne Start Low Stay Low Mastercard Bank of Melbourne Vertigo Mastercard

  Bank of Melbourne – Travel money card Bank of Melbourne Worldwide Wallet Mastercard

  Bank of Melbourne – Debit cards Bank of Melbourne Visa Debit Bank of Melbourne Visa Gold Debit Bank of Melbourne Get Set Visa Bank of Melbourne Freedom Card

  Note: At this time Bank of Melbourne Business cards are not supported by Google Pay.

• What is Google Pay and how does it work?

  Google Pay is a simple, fast and secure mobile payment service that allows you to make contactless payments with your compatible Android device at contactless terminals in store, online and in-app at participating merchants. To use Google Pay, an eligible Bank of Melbourne debit or credit card must be linked to Google Pay. Google Pay uses near-field communication (NFC) technology to facilitate mobile payments.

• How secure is a Google Pay transaction?

  Transactions using Google Pay are secure; Google keeps all payment information on secure servers. Your full card details are never stored on your device or shared with merchants when you use Google Pay. Merchants are only provided with your Virtual Account Number.

  When Google Pay is used for transactions a confirmation appears in the app. This can assist you to detect suspicious activity. This alert shows where the transaction occurred along with the merchant’s name and the amount of the payment or refund.

  If you misplace your device you can use Google’s Find my Device to either lock your device or permanently erase all the data on it to prevent further Google Pay transactions being processed.

  Subject to our Credit Card terms and conditions, you are covered by our Fraud Money Back Guarantee for any unauthorised purchases made with your Bank of Melbourne card on Google Pay. Subject to our Deposit Account Terms and Conditions, you are covered for any unauthorised transactions made on your Debit Card on Google Pay.

• How will my personal information be shared with Google?

  As per Bank of Melbourne Google Pay Terms and Conditions, your personal information will be shared with Google and its service providers to:

  1. Operate Google Pay
  2. Detect and address fraud
  3. Improve and promote Google Pay
  4. 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 13 22 66.

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

  To use Google Pay, your device must be running on Android 5.0 (Lollipop) or higher, and support near-field communication (NFC) and host card emulation (HCE) technology. NFC and HCE are both required for Google Pay to work for in store transactions. Check the Google Pay Help Centre for more information as Google may from time to time make changes to the operating system and device requirements.

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

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

  • you have a compatible Android device
  • you have an eligible Bank of Melbourne debit or credit card which has been activated
  • you have registered for Internet Banking and for Secure Code service using an Australian mobile phone number
  • the name you have entered in the Google Pay app is an exact match to the name displayed on your physical card, ie if a first name, middle name and surname are displayed on the physical card, all three must be entered in the app, to ensure you can successfully add a card.
• Why do I need to complete verification when I add my card to Google Pay?

  When you add a card to Google Pay, you are required to verify it to help protect your account. Verification is a two-step process. In the first step, you will be asked to verify the last four digits of your mobile phone number. You will then be sent a Secure Code via an SMS message to your registered Australian mobile number; to enter into the Google Pay app. This completes the verification process for Google Pay.

• Why am I seeing a message to call my bank?

  To set up Google Pay you need to have registered for our Secure Code service using an Australian mobile phone number. If you have not registered for this service, you will need to call us to set it up. You will be asked to verify your identity before we can set this up for you. You may also be asked to contact the bank if there is an error when attempting to enrol your card in 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 is created in place of your card account number. This number is used when you make a payment with Google 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. Each time you add a card to Google Pay, a new virtual account number is created.

  If you are using Google Pay to obtain a refund, you may have to provide the last 4 digits of your virtual account number. You can find your virtual account number on the card details screen in your Google Pay app.

• Can I add multiple cards to Google Pay on my device?

  Yes, you can add multiple Bank of Melbourne eligible cards to Google Pay on compatible Android devices and choose a default card. However, you must select the required card prior to making a purchase if more than one card is added.

• Can I add my card on multiple devices and wallets?

  Yes, you can add the same card to more than one device, or mobile wallet, as long as it is an eligible card, compatible device and operating system for that mobile wallet.

• I’ve added my Bank of Melbourne Freedom Card to Google Pay, but an eftpos logo is displayed. Is this correct?

  Yes, Bank of Melbourne debit card transactions in Google Pay are processed through eftpos; so, when you add your Freedom Card, you will see the eftpos branding displayed in Google Pay.

• What Terms and Conditions apply to using Google Pay?

  The St. George, BankSA and Bank of Melbourne Google Pay Terms and Conditions are available at:

  • STG: www.stgeorge.com.au/online-services/ways-to-pay/terms-conditions
  • BSA: www.banksa.com.au/online-services/ways-to-pay/terms-conditions
  • BOM: www.bankofmelbourne.com.au/online-services/ways-to-pay/terms-conditions

  Please read these carefully before making a decision and consider if Google Pay is right for you.

• Can I use Google Pay if I am overseas in the same way I would in Australia?

  If you have added your eligible Bank of Melbourne Visa credit or debit card to Google Pay, you can use this to make payments overseas at contactless terminals in stores, online and in-app at participating merchants. To set up Google Pay for Bank of Melbourne while travelling overseas you must be able to receive a Secure Code on your registered Australian mobile phone and have an internet connection to download a valid Token Key. Unfortunately, overseas transactions are currently not supported for Bank of Melbourne Freedom cards in Google Pay.

• Can I add my loyalty or gift cards to Google Pay?

  Yes, you can add your loyalty cards and gift cards to Google Pay.

• Do I still get reward points when I use Google Pay?

  Yes, any reward points applicable to your physical card still apply to purchases made with Google Pay.

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

  In some cases, for transactions over the allowable contactless limit you may be prompted to enter your physical card PIN at the merchant terminal when using Google Pay in store. If a PIN code is required to authorise a refund, you will need to enter your physical card PIN at the terminal.

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

  Further information on Google Pay can be found at the following Google pages:

  • Google Pay: and
  • Google Pay Help Centre
• Do I need an internet connection to make payments through Google Pay?

  You do not need an internet connection to make payments through Google Pay. However, you do need a valid Token Key to make a Google Pay payment; these are downloaded by Google Pay via an internet connection. If you do not have an internet connection and have used all the Token Keys on your device you will not be able to make a payment using Google Pay until your device is connected to the internet, and new Token Keys have been downloaded.

  When your device is connected to the internet, Google Pay will automatically download a Token Key if it is required. There may be a short delay after Google Pay downloads new Token Keys before you are able to make a payment with Google Pay.

  You must also ensure that NFC (near-field communication) and HCE (host card emulation) are switched on in your device settings.

• Can I take cash out using my Freedom card with Google Pay?

  Yes, you can take cash out using your Bank of Melbourne Freedom card in Google Pay, wherever you usually do this. Simply ask the cashier for cash out, ensure you have selected your debit card in Google Pay and tap your phone instead of your card. You will need to enter your physical card PIN at the terminal.

• When I use my debit card for Google Pay, which account will the money be deducted from?

  When you use your debit card, the funds will always be deducted from the primary account linked to your debit card (i.e. your primary transaction account).

• My payment isn't being processed using Google Pay when I tap on the contactless terminal, why?

  If you are using a debit card, ensure there are enough funds in your primary account to cover the transaction amount. Funds are deducted from your primary account immediately when making a payment using a debit card for Google Pay.

  Ensure Google Pay is selected as your default mobile payment service and that NFC (near-field communication) and HCE (host card emulation) are switched on in your device settings. NFC and HCE work together to send your payment information to the store so you can make your purchase.

  If you’re still experiencing issues when making a payment at a contactless terminal please check that you have internet connectivity, and that your physical card has not been temporarily blocked.

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

  Some possible reasons for why the transaction is declining even though the mobile card still appears in the Google Pay app include:

  • The terminal does not support contactless payments
  • You don’t have an internet connection and a new Token Key is required;
  • Your Near Field Communications (NFC) is switched off on your mobile device
  • Your card has been temporarily blocked
  • Your card or the transaction account has insufficient funds or limit for the transaction
  • An incorrect card PIN has been entered at the terminal when prompted
  • Overseas transactions are not supported for Bank of Melbourne Freedom debit cards in Google Pay.
• I've received a reissued or replacement Bank of Melbourne card, do I need to update my card information with Google Pay?

  You do not need to re-enrol your physical card. Your card details will be automatically updated in Google Pay and you can continue to make transactions without the need to activate your replacement card.

• My physical card has expired. Do I need to re-enrol it in Google Pay?

  You do not need to re-enrol your physical card. Your card details will be automatically updated in Google Pay and you can continue to make transactions without the need to activate your replacement card.

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

  Yes, the transaction limits and daily withdrawal limits that apply to Google Pay are the same as your physical debit and credit card. If a PIN is required to authorise a payment, cash out or refund, you will need to enter your physical card PIN at the terminal.

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

  There is no fee charged by Bank of Melbourne to add your card or use Google Pay. When adding your card to Google Pay, Google will preauthorise a small amount (usually $2) for verification purposes. This amount will be cancelled, and should not appear on your statement when it is issued. If this amount appears on your statement, please contact Google to discuss this or contact Bank of Melbourne to dispute the transaction.

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

  Yes, you can use Google Pay as a backup. If you have reported your physical card lost or stolen, your replacement card details will be automatically updated in Google Pay and you can continue to make transactions without the need to activate your replacement card.

  If you have placed a temporary lock on your physical card, it will also be temporarily locked in Google Pay and you will not be able to transact with that card using your device.

• Why doesn't the card number 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 Account Number rather than your physical card number. You can find the last four digits of your virtual account number on the card details screen in your Google Pay app.

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

  As an additional security measure Google may remove your card from Google Pay if:

  • Your device has not had network connectivity for a considerable period of time; or
  • You have removed the security control used to access your device (e.g screen lock, passcode or biometric identifier)
  • The card issuer has revoked the Google Pay service for your card or removed the card eligibility

  Refer to Google Help Center for more details.

• How do I remove or suspend a card from Google Pay?

  To remove a card in Google Pay:

  Go to the Google Pay App on your device, select the card you want to remove, tap on the three dots in the top right hand corner of the screen and select Remove payment method. A confirmation message is displayed. Tap, Yes, remove. Your mobile card will be removed from your Google Pay wallet.

  Alternatively, you can permanently erase all the data on your device via Google’s Find my Device. If you are using Find my Device, you will require network connectivity.

  See Google Pay Help Center for more information.

  If your physical card is closed it will be automatically removed from Google Pay and you will not be able to make transactions with that card on your device.

  To temporarily suspend a card in Google Pay:

  To suspend payments using Google Pay, you can disable contactless payments for the mobile card in your Google Pay wallet.

  Go to the Google Pay App on your device, select the card you want to suspend, tap on the three dots in the top right hand corner of the screen and select Disable contactless. A confirmation message is displayed. Tap Yes, disable. You will not be able to make contactless payments with your card in Google Pay until you set it up for payments again.

  Your physical card is not impacted by the above, and you can continue making transactions with it. If your physical card is temporarily blocked it will be automatically suspended in Google Pay and you will not be able to make transactions with that card on your device.

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

  Google Pay stores your Virtual Account Number on the device. It is the Virtual Account Number which is used to process transactions rather than the Goggle Pay app.

  The Google Pay app is used to manage your cards and provide the Google Pay Transaction Receipt. It is a term of the Bank of Melbourne Google Pay Terms and Conditions that you keep the Google Pay app installed on your device so that you can receive the Google Pay Transaction Receipt.

  To remove the ability to make payments from your device, you must reinstall the Google Pay app and remove the card from the app or go to Settings > Connections NFC and Contactless Payments > Contactless Payments > Disable Google Pay.

  See Google Pay Help Center for more information.

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

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

  You should perform a factory reset on your old phone. This will erase the Google Pay app and personal data and delete any cards you have added to the app. You can use Google’s Find My Device to permanently erase all the data on your device to prevent further Google Pay transactions being processed.

  See Google Pay Help Center for more information.

• My device has been lost or stolen. How can I keep my card in Google Pay safe?

  If your device has been lost or stolen, you can prevent unauthorised payments being made with your card on Google Pay by:

  • Locking your phone remotely by using Google’s Find My Device feature
  • Permanently erasing all the data on your device remotely by using Google’s Find My Device feature
  • Placing a temporary block on your physical card through the Card on Hold service in Online Banking
• What is a Bank of Melbourne Freedom Card?

  A Bank of Melbourne Freedom Card is an eftpos debit card linked to selected Bank of Melbourne transaction and investment accounts. You can use your Freedom Card to purchase goods or services from merchants, withdraw cash from ATMs, and withdraw cash at the POS at some merchants in Australia.

• How do I get a Bank of Melbourne Freedom Card?

  A new Freedom Card is not available unless you already have one linked to your account (e.g. existing Freedom Card holders may order replacement cards and renew their card)

• My Bank of Melbourne Freedom Card does not have a CVC, what can I do?

  A CVC is required to add a card to Google Pay. This is usually a three-digit number found on the back of your Freedom Card. If your Freedom Card does not have a CVC, you can request to be issued a new Freedom Card with CVC at a Bank of Melbourne branch.

• How do I select my preferred payment network when using Google Pay with my Bank of Melbourne Visa Debit Card?

  You have the option to choose your preferred payment network when using Google Pay with your Visa Debit Card. By default, the payment method for Google Pay is set to ‘Auto’, meaning transactions will be processed via the merchant’s preferred network. If you'd like to select a specific payment network, you can do so by opening your Google Wallet app, selecting your Visa Debit Card and then selecting either ‘eftpos’ or Visa’ before each transaction.

  Please note:

  • You can get cash out at selected retailers when using the eftpos payment network.
  • Cash out via Google Pay is not available at ATMs.
• Why am I unable to select my preferred payment network when using Google Pay?

  If the eftpos/Visa option is not displayed when viewing your Bank of Melbourne Visa Debit Card in the Google Wallet app, try removing the card and then re-adding it through the Google Wallet app.

• How do I set up Google Wallet on my Fitbit device?
  1. With your Fitbit device nearby, open the Fitbit app on your phone
  2. Tap Today
  3. Tap your profile picture > your device image > Google Wallet
  4. Sign in to your Google Account
  5. Set a 4-digit PIN for your Fitbit device to use with Google Wallet.
• How do add a card to Google Pay on my Fitbit Device?
  1. With your Fitbit device nearby, open the Fitbit app on your phone
  2. Tap Google Wallet > new credit or debit cards and follow the prompt
• What does 'preferred payment network' mean for Google Pay, and does it affect me?

  Your Visa Debit Card will support multiple payment networks (e.g. eftpos and Visa). Choosing a preferred network lets you choose how your transactions are processed when using Google Pay. If you leave the setting on ‘Auto’, your transaction will go through the network selected by the merchant. You're not required to change anything - but the option is there if you’d like more control over how your transactions are processed.

The Detail

*As at 7 April 2020, the Google Pay transaction limit has been temporarily increased from $100 to $200. This is a temporary increase, that is being progressive rolled out, and will be only available on certain cards and payment terminals at certain retailers. Customers are encouraged to follow the prompts at each terminal to determine whether a PIN is required. This increase to the Google Pay limit is part of an industry-wide response to help reduce the spread of COVID-19.

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