Overview

Frequently asked questions

Samsung Pay - Frequently Asked Questions

Using Samsung Pay

The first card you add to Samsung Pay becomes your default payment card and will remain your default card unless you change it. This is the card that'll be charged when you pay with your phone.

If you want to make a payment using one of your other cards, open the Samsung Pay app and select another available card by swiping left or right through your cards.

To change the default card you can tap and hold, then drag the card in the Samsung Pay app to the top "default" spot or tap the card you wish to use, and select "set as default card" in the card detail screen.

No. Please remember that under the terms and conditions for your account, you're required to keep your security details safe. In particular:

  • You must not choose a device password, pattern or device PIN that can be easily guessed by anyone else or tell anyone else what your device password, pattern or PIN is;
  • You must not store anyone else’s fingerprint or iris scan in your device; and
  • If you've already set up your device with a password, pattern or device PIN, fingerprint or iris scan access (Security Information) you must review this and ensure you change any password, pattern or device PIN that can be easily guessed or you've already shared with anyone else and you must delete any fingerprint or iris scan information which is not your own.  If you believe somebody else knows any Security Information that you use for Samsung Pay or your device, you should change that information immediately

The merchant will use your device to process the return, just like they’d use your card if you’d paid using that. The merchant should follow the same steps as for making a payment:

  1. On the device used to make the original payment, select the correct card for the refund. If you're unsure, you can check the last four digits of the Digital Account Number (DAN)* used against your receipt.
  2. Hold your device near the terminal and authenticate using your fingerprint, device PIN, password or pattern to authorise the return. (For certain compatible devices an iris scan can be used as an alternative).

*To see the last 4 digits of your 16-digit DAN relating to your card in your device:

  1. Open the app
  2. Tap the card
  3. The Digital Account Number (DAN) is displayed.

Depending on the return and refund policies of the store, it may take several days for the return to appear on your statement. This is the same as traditional debit or credit card refunds.

If you've lost your device, and require a refund, the merchant should be able to perform the refund by using your receipt / proof of purchase, in the same way if you lost your physical card.

As part of the terms of using the Samsung Pay service, when adding your card to the Samsung Pay app your card details will not be stored by Samsung or any other third party.

No unfortunately not. Discounts cannot be added to Samsung Pay. If you use Samsung Pay on TfL you’ll find that your account gets debited with an adult’s fare.

Currently we’d suggest that if you're eligible for discounted travel, you should carry on using your existing Oyster card or Oyster photocard. You’re also able to use Samsung Pay or your debit / credit card to top up your Oyster card. You are however able to use Transport Card – Tap & Go, which removes the need to authenticate when using Samsung Pay with TfL oyster terminals.

For information relating to using your device on TfL services, please visit the Transport for London site.

Troubleshooting

The code is sent automatically by a system within Nationwide which uses customer’s contact details. If you experience difficulty please call the in-app number for support with setting a card up.  

First make sure you have a good Wi-Fi connection. In some circumstances there may be intermittent network connectivity if your phone has heavy protective casing. Try removing the case and try again. 

If you get stuck while adding your card, you can call us in-app or on our general contact number, 0800 30 20 11. Our staff will help identify the problem and should be able to activate the service for you.

There could be a problem with your account, or it could be a fault with the merchant’s terminal. If you believe the payment should have gone through, please call us and we’ll check your account.

Lost and stolen

You’ll need to contact us (lines are open 24/7) as soon as possible so we can cancel the lost card and arrange for a replacement card to be issued. You can continue to use Samsung Pay to make purchases while you wait for your new card to arrive.

As soon as possible you should use Samsung’s Find My Mobile service on another device such as a PC to erase all the information contained in your device, including your digital cards.

Alternatively, you can contact us on 0800 30 20 11 and we’ll deactivate the digital card on the device. This will ensure no payments are made using the device.

You then add your card(s) to your new device to resume using the service.

You’ll need to contact us on 0800 30 20 11 as soon as possible to cancel the lost card and arrange for a replacement to be issued. 

Samsung Pay will show your card to be invalid if you've suspended/frozen your card with the card issuer. Newly issued cards will need to be added in Samsung Pay.

Samsung and Samsung Pay are trade marks or registered trade marks of Samsung Electronics Co., Ltd. Use only in accordance with the law. Samsung Pay is available on select Samsung devices.