Google Pay™ isn’t working

If it’s the first time you’ve tried to use it

  • Make sure your device is up to date – check your settings for any updates you need to make.
  • Check your card is listed in the Google Pay app – there might be some more steps you need to take to finish setting it up.
Visit Google Support: Set up Google Pay

If you've used it before successfully

Check the retailer accepts Google Pay

Contactless and Google Pay logos

Look out for the contactless or Google Pay logo.

Check that your card isn't frozen

If you froze your debit card when it was lost, Google Pay won't work until you unfreeze it again. If you've found your card, you can unfreeze it in the Banking app.

If you've not found your card, you could report it lost or stolen. Google Pay will work while you're waiting for your replacement card.

How to report your card lost or stolen, or freeze your debit card

Contact us if you’re still having problems

We’ll do what we can to help – you can call us on 0800 30 20 11 between 8am and 8pm or visit us in branch.

Find your nearest branch

Available on devices running Android™4.4 or higher. Android and Google Pay are trademarks of Google LLC.  Google Pay and the Android Logo are trademarks of Google LLC.