Google Pay™ FAQs

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  • What is Google Pay?

    Google Pay is a secure and easy-to-use mobile payment service that can be used to pay in stores wherever Contactless payments are accepted; just look for the Contactless or Google Pay symbol.

     

    It enables the use of eligible First Trust Bank Cards through most Android phones by leveraging existing Near Field Communication (NFC) technology to make mobile payments.

  • Which devices are compatible with Google Pay?

    Google Pay works with most NFC capable Android devices.

  • How do I know if my device is NFC enabled?

    You can see if your device is NCF enabled by checking this in your phone settings.

  • Which First Trust Bank Cards can I use with Google Pay?

    • First Trust Bank Personal Credit Cards
    • First Trust Bank Visa Debit Cards

     

    First Trust Bank Visa Business Credit Cards are not currently supported.

  • How can I get Google Pay?

    Download Google Pay from the Google Play Store

     

    Google Pay works with most NFC capable Android devices.

  • How do I add my First Trust Bank Card to Google Pay?

    1. Open the Google Pay app and tap the ‘+’ icon. 

     

    2. Line up your First Trust Bank Card within the frame on the screen to capture your card details automatically or enter these details manually. 

    Note: Any card(s) previously registered in the Google Play Store will be automatically displayed.

     

    3. Confirm your details, your CVC and your address.

    Your CVC is the 3 digit code on/beside the signature panel on the back of your card.

     

    4. Read, and if you are happy to do so, Accept the Terms and Conditions.

     

    5. Verify your card by following the on-screen instructions.

    i. If your mobile number is registered with us you will be prompted to verify using a One-Time Passcode sent by text message.

     

    ii. If your mobile number is NOT registered with us you will be prompted to verify by calling our Customer Support team.

     

    6. Complete, you’re now ready to use Google Pay. 

  • I have been prompted for a one-time passcode. What is this and why is it required?

    To ensure the security of your card, we send a one-time passcode by text message. You will verify your identity by entering this code in the appropriate field.

  • If the card account has an Authorised User, where will the one-time passcode be sent?

    The one-time passcode will always be sent to the primary cardholder or, for Business Debit Cards, the account owner.

  • How do I use Google Pay?

    In-Store

    For transactions under £30, simply wake your phone by lighting it up. For added security, you will occasionally be required to also unlock your device.

     

    For transactions over £30*, unlock your device and hold the back of it to the Contactless payment terminal until you see a checkmark. Your phone will beep and/or vibrate to confirm that the payment has been made.

     

    *Google Pay transactions above £30 may not be supported by some merchant terminals

     

     

    In-App

    Just select the Buy with Google Pay button at checkout within participating apps.

  • Where can I use Google Pay?

    In-Store

    You can use Google Pay wherever Contactless payments are accepted; just look for the Contactless or Google Pay symbol.

     

    or  

     

     

    In-App

    You can pay in any app where you see the Buy with Google Pay button.

     

  • Do I need a mobile data or Wi-Fi connection to use Google Pay?

    You may require a mobile data or Wi-Fi connection to make Google Pay transactions In-Store. You will need a mobile data or Wi-Fi connection to add a card to Google Pay, to replenish security settings and after a device restart. You will need mobile data or Wi-Fi connection to receive the transaction notification.

  • How many transactions appear on the app?

    Your last 10 transactions will be displayed in the app.

  • Are there fees or charges for using Google Pay?

    Using the Google Pay functionality on your Credit or Debit Card is the same as using your card for Contactless transactions, there are no extra fees or charges incurred. For more information please refer to your product Fees and Charges.

     

    Mobile network provider charges may apply depending on your data plan.

  • Is Google Pay safe to use?

    Yes. When you shop at a merchant, Google Pay doesn't send your actual Credit or Debit Card number with your payment. Instead a virtual account number is used to represent your account information - so your card details stay safe.

  • What should I do if my First Trust Bank Card is lost or stolen?

    If your card is lost or stolen, please contact us immediately on 028 9033 0099 or +44 28 9033 0099 24 hours a day. 

    Your physical card will be blocked and a new card sent to you. 

  • If my First Trust Bank Card is lost or stolen, can I still use Google Pay on my device?

    Credit Cards: Once reported to us as lost or stolen, your card details will be automatically updated and you can continue to use Google Pay on your device whilst your new card is sent to you.

     

    Debit Cards: Once reported to us as lost or stolen, Google Pay will be updated when you receive your new debit card.

  • What should I do if my Device is lost or stolen?

    If your device is lost/stolen, please contact us immediately on 028 9033 0099 or +44 28 9033 0099 24 hours a day and we can block your card on Google Pay.

    We recommend that you also register for and use Android Device Manager. This will allow you to find, lock and delete details on your phone if it is lost or stolen. You can enter ‘Find my device’ on Android.com to locate your device.

  • Can I use multiple cards with Google Pay?

    Yes. You can add as many cards as you want, provided they are compatible cards.

  • How do I choose which card I want to make a payment with?

    The first card you add to Google Pay becomes your default payment card and will remain so unless you change it.

     

    To change your default card, or to make a payment using another card, simply select the preferred card within the Google Pay app settings and tap 'Set as default card'.

  • How do I return an item purchased with Google Pay?

    Google Pay refunds work the same way as physical card refunds. That is, you should consult with the retailer directly to refund a transaction. 

  • What happens when I replace or update my device?

    If you replace or update your device, you will need to add your card(s) to Google Pay again.

     

    Please ensure that you remove your card(s) from any device before selling, exchanging, or disposing of it. You should also remove your card if you temporarily pass your device to someone else; for example if you pass it to be repaired.

     

    You can remove a card from Google Pay at any time. Select the card within the Google Pay app, and tap 'Remove card'. You can also go to Android Device Manager to remotely erase all the data in the device, including your card(s).

  • How does Google Pay differ to Contactless on a card?

    Google Pay enables Contactless transactions on your Android device instead of your physical card. 

    While Contactless payments on your physical Debit Card are subject to a £30 threshold per transaction, Google Pay will allow transactions over £30*, provided the available balance or credit limit exists.

     

    * Google Pay transactions above £30 may not be supported on some merchant terminals.

  • How do I keep my device and card details secure?

    • Never leave your device unattended.
    • Use appropriate security on your device such as passcode, pattern or fingerprint recognition.
    • Change your device passcode immediately if you suspect anyone else knows it.
    • Only register your own fingerprint and do not allow anyone else to add their fingerprints to your device (if your device supports this feature).
    • Please be aware of unsolicited messages asking you to reveal any personal or financial information, to allow access to your devices or to install software.
    • Contact us as soon as possible if you suspect any unauthorised use of your device, if it is lost/stolen, or if you think your details have been compromised.
    • Register for and use Android Device Manager. This will allow you to find, lock and delete details on your phone if it is lost or stolen.
    • Make sure your contact details are up to date with First Trust Bank so we can get in touch with you quickly should we need to.
  • I have an Apple phone, is First Trust Bank launching Apple Pay?

    Not at the moment. We continue to review opportunities to make mobile payments more broadly available to our customers. 

     

  • What if I’m having a problem making an Google Pay payment?

    There could be a number of reasons for this:

     

    • There may be insufficient funds or credit limit available to make the transaction

     

    • The payment is over £30
      Some merchants may not support Google Pay transactions above £30 on their terminals.

     

    • The merchant does not accept Contactless payments
      Not all retailers accept contactless payments yet. Please use another payment method such as your First Trust Bank Debit or Credit Card with Chip and PIN authorisation.

     

     

    • You haven’t established a data network or Wi-Fi connection for a while
      Mobile data or Wi-Fi connection is required after 30 transactions to replenish security settings and after a device restart.
     
    • Your phone is not NFC capable or the NFC function is turned off
     
  • What should I do if I still have questions or need assistance with Google Pay?

    Call us on 028 9033 0099/ +44 28 9033 0099 for Debit or 028 9024 1822/ + 44 28 9024 1822 for Credit Card queries. 

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