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Frequently Asked Questions
Find your answers here.
- Card Registration
- What is Samsung Pay?
- Samsung Pay is a secure and easy-to-use mobile payment service which is designed to make purchases nearly everywhere.†
It enables the use of both cards from participating banks and card networks, including private label credit cards by Near Field Communication (NFC) to help make mobile payments more accessible to both merchants and consumers.
†Marshmallow software update is required to download Samsung Pay on all devices. A Samsung account and a registered payment card from a participating bank are required to make a payment. Register here to receive an update when the list of compatible networks and banks becomes available.
- What are Samsung Pay's main features?
- Samsung Pay enables users to make in-store contactless payments using a compatible Samsung device. Samsung Pay’s main features is its NFC payments capability.
- How does Samsung Pay work?
- Samsung Pay uses Near Field Communication (NFC) to make contactless mobile payments. NFC helps enable compatible Samsung devices to make secure transactions.
- Which devices will support Samsung Pay?
- Samsung Pay will initially launch on the Galaxy S6, Galaxy S6 edge, Galaxy S6 edge+, Galaxy Note5, Galaxy S7, Galaxy S7 edge and Galaxy Note7 and new flagship models.
† Galaxy S6, Galaxy S6 edge will only support NFC technology for transactions with Samsung Pay
- Which payment cards can I register to Samsung Pay?
- Samsung intends that American Express proprietary consumer and corporate cards and Citi Bank consumer credit cards are available from launch. Samsung is intending to partner with a range of payment cards you can register to Samsung Pay. Register here to receive an update when the list of compatible networks and banks becomes available. Register to receive an update when the list of compatible networks and banks becomes available.
- In which countries will Samsung Pay be available and when will Samsung Pay launch?
- Samsung Pay has launched in Australia on June 15. Samsung Pay launched in the United States Sept 2015 and South Korea in Aug 2015. Samsung Pay to additional regions i.e. Spain, UK, Brazil, and China soon.
- Can I use Samsung Pay in foreign countries?
- Due to Samsung's advance proprietary technology Magnetic Secure Transaction (MST), Samsung Pay can be used almost everywhere around the globe. It's the most widely accepted digital wallet. Please check your card issuer’s policies for transactions in foreign countries. If you can use your card in the country you are travelling to, you should be able to use Samsung Pay to make a payment.
- Why should I use Samsung Pay instead of my plastic cards?
- Samsung Pay offers a simple and convenient payment experience that doesn’t require searching through your wallet or purse. Additionally, Samsung Pay adds a level of security to your payment information that physical cards don’t have. Your credit or debit card number will never be saved on your device. When you make a payment with Samsung Pay, only a token and a cryptogram that is only valid for that particular payment are transmitted to the card reader.
- How to Install Samsung Pay?
- From the Home screen, touch Apps.
- Touch Samsung Pay.
- Touch INSTALL to download the necessary files.
- If there are updates to the built-in application, touch INSTALL.
- Touch OPEN to start using Samsung Pay.
- How to add a card?
- 1. From the Home screen, touch Apps.
- 2. Touch Samsung Pay.
- 3. Touch ADD or, if this is the first payment card being added, touch Add a credit card or debit card.
- 4. Align your card inside the frame to automatically detect the card number and expiration date.
Note: Touch Enter card manually if your device cannot detect the card information.
- 5. Please verify the information captured by the camera.
- 6. Enter the remaining information and touch NEXT.
- 7. Review the terms and conditions, and then touch AGREE TO ALL.
- 8. If necessary, select a method to authenticate your identity using a one-time password (OTP) or by calling the bank.
- 9. Enter the OTP and touch SUBMIT.
- 10. Enter your signature like you would sign on the back of your card and touch SAVE.
Note: If you are unsatisfied with your signature, touch Retry to sign again.
- 11. Touch DONE to complete the process.
- 12. After your card is added to Samsung Pay, it will be verified by the payment card network (i.e., Visa, MasterCard, or American Express) and the card issuer (e.g. Citibank or AMEX). On average, verification will take approximately 5 to 10 minutes. During that time, you will be unable to use your card in Samsung Pay.
Note: You can continue to add cards while others are being verified.
- 13. After the card is verified, it can be used immediately to make a purchase.
- How to Setup Samsung Pay?
- From the Home screen, touch Apps.
- Touch Samsung Pay.
- The first time you open Samsung Pay, a short introduction video will play. Note: Touch SKIP to bypass the introduction and continue the setup process.
- Your Samsung account will be automatically linked to Samsung Pay. Touch START to continue. Note: If you have yet to sign in to your Samsung account, touch SIGN IN and enter your email address and password information. If you do not have an account, you can create a Samsung account on your device.
- Touch USE FINGERPRINT to assign your fingerprint as the verification method. If you have not registered your fingerprint on the device, you will be given the chance to add a fingerprint. It will walk you through adding a fingerprint for the first time.
Note: You can also assign a four-digit Samsung Pay PIN code instead of using your fingerprint. Touch Skip and use Samsung Pay PIN.
Here is how to set up the fingerprint
- If you have a secure lock on your device other than a fingerprint, enter the password, PIN, or pattern.
- Place your finger on the Home key, and then lift it off once you feel a vibration. Repeat until you have reached 100%. To ensure your whole fingerprint is recorded, move your finger slightly each time you touch the key, fully covering the key with your finger.
- Scan the fingerprint you just registered for verification.
- Create a Samsung Pay PIN for payment authentication and application protection.
- Re-enter the PIN to confirm.
- You are now ready to add your payment cards and use Samsung Pay.
- How do I make in-store purchases with Samsung Pay?
- Initiate Samsung Pay by either swiping-up from the home button or opening the Samsung Pay app from the home screen.
- Select the card you want to pay with by swiping left or right.
- Verify your fingerprint and touch your phone to either the card reader or NFC reader to complete the transaction. Alternatively, enter your 4-digit Samsung Pay PIN if you have chosen not to use the fingerprint feature. Please note that you must wait until the verification is over before touching your phone to the reader or an error might occur.
- Where can I use Samsung Pay?
- Samsung Pay can be used in stores where American Express issued cards and Citibank Visa and Mastercard cards are accepted. However, some stores such as McDonald's and stores using Commonwealth Bank's Albert POS terminal do not accept American Express NFC for Samsung Pay at the moment.
- Can Samsung Pay make online or in-app purchases?
- Not currently. Samsung Pay is focused on enabling simple and secure in-store payments. Online and in-app purchases will be considered for future releases of Samsung Pay.
- How can I cancel a payment made using Samsung Pay?
- Cancelling a payment made with Samsung Pay is the same as a physical card. The exact process will depend on the policies of your card issuer and the merchant you made the purchase from.
- How do I return a purchase if I used Samsung Pay to make the payment?
- All purchases made with Samsung Pay can be returned according to the store’s policies. If you return an item paid for with Samsung Pay, the store may require you to tap your phone onto either the card reader or the NFC reader to complete the return.
- Do I need to have an active internet data connection for Samsung Pay to work?
- Samsung Pay requires an active internet connection for card registration and activation. However, an active internet connection is not required to make in-store purchases. Ideally, the device should connect to the internet once per day to ensure that Samsung Pay stays up to date. Cards should allow you to make up to 10 transactions before you will need to connect to the internet and refresh the Samsung Pay token.
- How can I keep track of purchases I've made with Samsung Pay?
Up to 20 of your latest transactions* made with Samsung Pay can be viewed in the Samsung Pay app for one month from the time of purchase. Simply tap on a registered card in the app to see all the Samsung Pay transactions made with that card**.
Additionally, a real-time*** push notifications with transaction details can be sent after each Samsung Pay purchase.
*Some cards will only display the last 10 transactions
**Transaction information is not provided for all cards
***Real-time push notifications require an active internet connection.
- For some cards, Samsung Pay is not keeping track of purchases I have made using the app. Is there an issue with the app or my card?
No. Displaying transaction history is not available for all card types or card issuers. Samsung Pay may not show your transaction history depending on the policies set by your card issuer.
In these cases, you can open your card issuer’s app from the Samsung Pay interface if you have the app installed on your device; or visit your card issuer’s website or login in to your online banking portal to view transaction information.
- The card image I see in Samsung Pay does not match my physical card. Is there an issue with my card?
No. The card displayed in Samsung Pay may not always exactly match the physical card.
The key points to look for are:
- The Card Issuer
- The Card Network
- The last four digits of the physical card.
- What should I do if I lose my original payment card and then receive a replacement card?
- Subject to the answer above, the payment cards on Samsung Pay are designed to be digital versions of your physical payment cards. If you lose your original payment card and then receive a replacement card, you may need to remove the original payment card from Samsung Pay and register the replacement card.
- Can I continue to use my physical payment card if I disable Samsung Pay or remove the digital equivalent on Samsung Pay?
- Yes. When you disable Samsung Pay or remove a registered card, you are only suspending the token, or digital card number, that has been assigned to your device for that card. If you wish to suspend you physical card, please contact your card issuer for assistance.
- How is my default payment card in Samsung Pay determined?
- There is not a "default" card in Samsung Pay. When you open the app or activate the Simple Pay feature by swiping up from the Home Key on supported screens, the first card displayed is either the last card you registered or the last card you viewed or used.
- What is the "Retry" button I see when I am trying to make a payment?
The “retry” button appears when the countdown timer has reached its end and the device has not detected an NFC payment or has not received a notification of a successful payment.
The “retry” button allows you to begin the payment process, one additional time, without reauthorizing using your fingerprint or PIN.
Note: When an NFC transaction is completed, the retry button will not be shown. Additionally, if a payment success notification is received, the retry button will not be shown.
- The cashier is asking me for the last four digits of my card number. I provided them the number, but the transaction failed. What went wrong?
In rare cases, the merchant may ask the you for the last four digits of the card number.
You will need to provide the last four digits of the digital card number, instead of the last four digits of the physical card. For ease of use, it is located on the left side of the card in the Simple Pay screen, and in the main app when viewing your registered cards.
- Can I use Samsung Pay at an ATM?
- Samsung Pay will not work at ATMs.
- What do I need to start using Samsung Pay?
To use Samsung Pay, you need:
A compatible Samsung device*
A supported payment card from a participating bank
A Samsung account
Registered fingerprint or Samsung Pay PIN
To be located in the country of the participating bank**
* If compatible, newer devices will have Samsung Pay preloaded
** For the verification purposes, you must be located in the same country of the participating bank when adding a payment card in Samsung Pay
- How can I register my card?
- Cards can be either automatically registered by scanning your physical card with Samsung Pay or manually inputting the card information. Then, depending on the policies set by your bank, Samsung Pay will prompt you to verify your identity through a text message, or a phone call.
- How many cards can I register into Samsung Pay?
- You can register up to 10 payment cards in Samsung Pay.
- Can I register the same card with more than one device using Samsung Pay?
- Yes. The total number of devices you can register a card may vary. Contact your card issuer for more details on the number of devices you can register your card on.
- How long will it take for my card to activate after registering it to Samsung Pay?
- The average amount of time between the request for activation and approval may be within minutes, but can take up to 10 minutes after any additional verification requirements have been met. If this amount of time has been exceeded, remove the card from Samsung Pay and register it again. Contact your card issuer for assistance if you continue to encounter delays.
- When I attempt to register a card to Samsung Pay, a message is telling me that it cannot provision my card and to contact my bank. What can I do?
- We suggest contacting the card issuer for further information. Not all card types are eligible to use with Samsung Pay.
Additionally, there may be other items required prior registering a card with the Samsung Pay service. Only your card issuer will have these details.
- Can I use Wi-Fi to register my card in Samsung Pay?
- Yes. However, for the best experience, the device should have a SIM card installed. If you encounter any issues when registering the card over Wi-Fi, we suggest switching to a cellular data connection.
- Can I register a card when I am outside the Australia?
- Can I use the same payment card with more than one device using Samsung Pay?
- There are no Samsung restrictions on adding the same payment card to multiple devices. However, the total number of devices you can add the same card may vary by the card issuer. For additional information contact the card issuer.
- How can I create my own Samsung Pay account?
- When you open Samsung Pay for the first time, you will be asked to sign in to a Samsung account if one is not already on the device. If you do not have an account, you can create one at that time.
- How secure is Samsung Pay?
- Samsung Pay uses Tokenization, a Secure Environment, and Samsung KNOX to secure your payment information. Additionally, you verify either your fingerprint or a 4-digit PIN when making purchases.
- What is Tokenization?
- Tokenization is a method of replacing your sensitive payment card information (Card Number, Expiration Date, Security code, etc.) with a device-specific ‘Token’ which acts as a surrogate value. In mobile payments, Tokens are used to protect your payment information and to help reduce the security risks inherent to plastic cards.
- What is a Secure Environment, or Trusted Execution Environment?
- A Secure Environment is a physically segregated chip in the phone which only allows access to highly sensitive operations/information such as fingerprint and payment information. Normal applications and malware have no access to the information in a Secure Environment.
- How is Samsung KNOX used with Samsung Pay?
- Samsung KNOX runs scans to see if your device is secure. Samsung KNOX can permanently disable Samsung Pay on a compromised device in order to help protect your payment information.
- Does Samsung Pay store my personal/payment information on a server or my device?
- No. Samsung does not store your personal/payment information on a Samsung server or the device.
Samsung Pay does not change the way your payment information is stored or handled when you make purchases. Your payment information will continue to be managed by your card network and card issuer.
Only a device-specific Token, which is used to replace your sensitive payment information, is stored on the device.
- What should I do if my device is lost or stolen?
- If your device is lost or stolen, you can use Samsung’s Find My Mobile service to remotely Lock or Wipe your device (also Locking or Wiping Samsung Pay and all the payment cards registered in it).
- If I would to switch phones, do I need to add the cards all over again?
- You would need to register your cards again if you were to change your phone as no data will be stored in the application.
- Does Samsung Pay have access to my bank accounts?
- No. Samsung Pay does not have access to your bank accounts.
- Will my Samsung Pay information still be on my device if it is formatted?
- No. Formatting your device will remove all payment cards registered to your device.
- How do I use "Find My Mobile" to manage Samsung Pay?
- If your device is lost or stolen, your payment information will not be accessible without your fingerprint or Samsung Pay PIN. For added security, the Samsung Find My Mobile service can remotely Lock or Wipe your device (also Locking or Wiping Samsung Pay and registered payment cards in it).
- What is NFC?
- Near Field Communication or NFC is a method of wirelessly transmitting data using radio waves. Samsung Pay uses NFC to wirelessly transmit payment data to payment terminals with NFC readers that have been activated for use.
- What is MST?
- Magnetic Secure Transmission™ or MST, is a ground-breaking method of sending data using magnetic waves. MST is designed to replicate a card swipe by wirelessly transmitting magnetic waves from the supported Samsung device to a standard card reader. MST has the capability to turn every standard card reader into a contactless payment receiver.
- What is the difference between MST and NFC technology?
- For Samsung Pay, either MST or NFC technology can be used to make secure, contactless transactions. The key difference is that approximately 85% of all merchants can accept MST. However, it is yet to be confirmed whether or not Samsung Pay’s MST component will be adopted in Australia.
- Which is more secure, MST or NFC?
- In the context of Samsung Pay, MST and NFC have the same level of security. The payment information transmitted by both MST and NFC is protected using tokenization.
- How close does the device have to be to the card reader for MST to work?
- The device must be placed within 3cm of the card reader in order for MST to work.
- How accurate is the fingerprint scanner?
- The fingerprint scanner is very accurate.
- What happens if my fingerprint is not recognised?
- You can enter the Samsung Pay PIN you created as a backup option. Samsung Pay will remove the data from the app and deregister all linked cards, if the fingerprint is not recognised after 20 consecutive attempts and the Samsung Pay PIN has not been entered.
- If I send in my phone for repair, do I have to reset Samsung Pay?
- All payment information in Samsung Pay will be deleted. You will need to set up Samsung Pay and add your payment card information again.
- If I reset my device, what happens to my Samsung Pay service?
- When performing a factory data reset, all payment information in Samsung Pay will be deleted. You will need to set up and add your payment card information into Samsung Pay again after your device has been reset.
- What should I do if I have an issue adding a payment card to Samsung Pay?
- Please contact the card issuer and verify you are adding an eligible payment card. Some cards from participating banks may not be supported in Samsung Pay.
Samsung Pay also requires an active internet connection when adding a payment card. Verify that you are connected to the internet via a Wi-Fi network or your mobile data connection.