How to Help a Cardholder with Google Pay
The below is the key information needed to support your cardholder with Google Pay. For more detailed guidance on setting up, using, or troubleshooting Google Pay, you can refer them to Google Wallet Help.
Help with adding their card to their Google Wallet
How do you set up Google Pay?
Before getting started the cardholder should have the following:
- Their card details including the card number, CVV and expiry date.
- A device running Android 9 or higher
- The phone must also be NFC enabled. To check whether a Google phone is enabled for NFC, opening settings. In the search settings bar, type “NFC” and tap to turn it on. If it can’t be found, then the phone cannot make contactless payments.
Steps to set up Google Pay:
- Open the Google Wallet app.
- At the bottom, tap Add to Wallet.
- Tap Payment card.
- Any cards you saved to your Google Account are shown.
- Tap New credit or debit card.
- To add a card, use your camera or tap Enter details manually.
- At the bottom, tap Save and continue.
- Read the Issuer Terms and tap Accept.
- If you’re asked to verify your payment method, choose an option from the list.
- Read and agree to the terms and conditions.
Why can't the cardholder add their card to Google Wallet?
If the cardholder is experiencing issues adding their card to Google Wallet, most common scenarios are:
“Couldn’t finish card setup for tap to pay”
Something has gone wrong during the setup of the card. The cardholder can try again later.
“This phone can’t be set up to tap to pay”
The cardholder may receive this message for one the following reasons:
- The phone doesn’t have NFC technology: To make contactless payments, NFC is required. Advise the cardholder to check their phone supports NFC.
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The phone doesn’t meet the security standards for contactless payments: This may occur if the phone has certain technical modifications.
- Rooted device: This means the phone’s default software has been altered, giving the user access to parts of the system that are normally restricted. This can weaken security and cause issues with certain apps, including Google Pay.
- Custom ROM: A custom ROM is a version of the phone’s operating system that has been modified from its original version. Using a custom ROM may prevent the phone from meeting the security requirements for Google Pay.
- Unlocked bootloader: The bootloader is the program that runs when the phone is powered on. If it’s “unlocked,” it means the phone can run custom software, which may reduce security. Google Pay may not work on phones with unlocked bootloaders.
- Uncertified software: This refers to phone software that hasn’t been approved by the manufacturer or Google. If the phone is running uncertified software, Google Pay may not allow contactless payments due to potential security risks.
If the card can't be set up for tap to pay, but it's saved to your Google Account, it can still used to:
- Purchase Google products and services.
- Pay on an app or website if it offers Google Pay as a payment method or has a "Buy with Gpay" button at checkout.
What happens if a cardholder doesn't receive their verification code?
If they did not receive the OTP (one time password), it is likely that the mobile phone number or email address held by Immersve is incorrect. Confirm the cardholders email and phone number held in your records are correct and update as required. Once Immersve receive the updated details, the cardholder can try again.
Help with managing their cards in the Google Wallet
What happens if the cardholder has lost their Android Device or it has been stolen?
Advise the cardholder they can:
- Find, lock, or erase the device remotely using Find My Device.
- Cancel their cards using your app or portal.
Help with using Google Pay
What is the cost to set up Google Pay?
There is no cost to set up and use Google Pay. The usual transaction fees and currency conversion fees may apply.
Is Google Pay secure?
Yes, Google Pay is secure.
Google Pay protects payment information with multiple layers of security, using advanced security infrastructures to help keep the account safe.
- The Google Wallet app doesn’t store the physical number of the card, instead assigning it a unique virtual account number.
- At check out, Google Pay shares the virtual account number assigned to the card with the retailer. The retailer uses this number to get the payment. The card number isn’t shared with the retailer.
- Google Pay uses near-field communication (NFC) to send payment information to the retailer. NFC only works within a few inches of another device. This way, the card information can’t be stolen.
- Cardholders should not enable others, including family members, to have their fingerprint registered on their device, or share their passcode, while they have a card registered in Google Pay.
- Cardholders are recommended to set up “find my device” so they can find, secure, or erase it remotely if it is lost or stolen.
How do cardholders make payments using Google Pay?
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In-store payments: Cardholders can simply unlock their phone and hold it near the payment terminal until a blue check mark appears. They do not need to open the Google Wallet app if using their default card.
- Tip: For smaller transactions, the cardholder may not need to unlock their phone, depending on the country or region.
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Online or in-app payments: Cardholders can use Google Pay by selecting the Google Pay button at checkout and following the instructions to proceed with the order.
Can Cardholders add more than one card to Google Pay?
There are no restrictions on the number of cards a cardholder can add to the Google Wallet.
Where can the Cardholder see their Google Pay transactions?
All the Google Pay transactions will show in the cardholders wallet. To see transactions, simply click on the card within the Google Wallet and the transactions made with that card will be displayed.