Overview

Frequently asked questions

Google Pay - Frequently Asked Questions

Using Google Pay

The first card you add to Google 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 Google Pay app to select another available card by tapping on the card you wish to use and make that your default card.

To change the default card you can drag the card in the Google 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 are required to keep your security details safe. You should not therefore share your security details to allow any other person to use your account. 

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 are unsure, you can check the last four digits of the Virtual Account Number (VAN)* used against your receipt.
  2. Hold your device near the terminal to authorise the return.

*To see the last 4 digits of your 16-digit VAN relating to your card in your device:
  1. Open the app
  2. Tap the card
  3. Tap 'i'
  4. The Virtual Account Number (VAN) 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 have 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.

The refund will be processed by the merchant in the same way as it is for any online purchase.

Depending on the return and refund policies of the merchant, it may take several days for the refund to appear on your statement.

As part of the terms of using the Google Pay service, when adding your card to the GoogleAndroid Pay app, your card details will automatically be available for use in your Google Play Store account, if you remove these details from the Google Play store, you will also be removing them from the Google Pay app. Your card details will remain in the Google Play store, even if the set-up of your Google Pay account fails.

Your card details will be stored securely on Google’s systems and will not be used for any other purposes, unless you select this as a payment option in the Play Store Account.

No unfortunately not. Discounts cannot be added to Google Pay. If you use Google 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 Google Pay or your debit / credit card to top up your Oyster card.

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

Let us know as soon as possible by reporting a lost or stolen card . Don’t worry - with Google Pay, you'll always have access to your money. So if you lose your card or it’s stolen, you can continue to use Google Pay to make payments while you're waiting for your new card.

For more information, see our Frequently asked questions.

You should use Google’s Android Device Manager 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 token on the device. This will ensure no payments are made using the device.

Finally, you can also access your Google Payments account to remove individual cards.

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

Let us know as soon as possible by reporting a lost or stolen card

Contact your phone provider regarding the lost device. You should use Google's Android Device Manager to erase the data on your lost device.

Google Pay is a trademark of Google LLC. Android, Google Pay, and the Google Logo are trademarks of Google LLC. Google Pay is available on compatible Android devices using Android 4.4 and higher.*

*Beta versions of operating systems are not supported.