Samsung Pay 

Frequently asked questions

  • Digital Wallet help
  • Troubleshooting
  • Security
  • Using Samsung Pay
Using Samsung Pay

Where can I use Samsung Pay?

Samsung Pay is accepted at any of the millions of stores that accept contactless payments.

How can I set up Samsung Pay on my Samsung Wearable?

If you have a Samsung wearable, head to the Samsung Pay website and follow the Use on Gear set up instructions.

What verification is required to make a purchase with Samsung Pay?

For all purchases using Samsung Pay, you must verify your identity using your fingerprint, iris1 or a 4-digit PIN when making purchases. 

Can I remove a card from my Samsung Pay wallet?

To remove a card from your wallet once it has been set up you will need to complete this via the Samsung Pay app. Visit Samsung Pay for more information.

Does Samsung Pay use my actual card details?

No. Samsung does not store customers’ personal / payment information on a Samsung server or on their device. 
Customers’ payment information will continue to be managed by their card network and bank / credit union. Only a device-specific Token, which is used to replace their sensitive payment information is stored on the device.

How many cards can I register for Samsung Pay?

You can register up to 10 payment cards in Samsung Pay.

Will I continue to earn loyalty or rewards benefits from my credit and debit card(s) using Samsung Pay?

Samsung Pay transactions will not impact any loyalty or rewards programs you have with Heritage and they will be treated like any other card transaction

What if my device is lost or stolen?

You should call us immediately on 13 14 22 and we can assist you to suspend or delete your Heritage card/s.

Your payment information is not accessible without your fingerprint or Samsung Pay PIN. For added security, the Samsung Find My Mobile service can remotely lock or erase your payment cards in Samsung Pay.* 

My Samsung Pay isn’t working.

If you are having issues with setting up Samsung Pay, check you are adding an active Heritage Visa Card that has the payWave symbol.

You will also need to be connected to the internet when adding a payment card.

If you have an international payment block on your card, this will also block the card from being loaded.

If you are unable to resolve your issue, contact us 24/7 on 13 14 22.

Where can I get help with Samsung Pay App?

You can visit Samsung Pay online for more frequently asked questions. 

Is Samsung Pay Secure?

Samsung has partnered with Heritage Bank to safeguard your personal, transactional, and payment information. Samsung Pay uses tokenisation and authentication methods to secure all cardholder information. In addition to the security measures implemented by Samsung Pay, Samsung’s KNOX service constantly monitors suspicious activity within the device to protect from malicious attacks.

What is Samsung’s KNOX service?

KNOX is a platform that was designed in multiple layers across hardware and software so that your device can constantly ensure data is secure. If you’d like more information on this platform, head to 

What is tokenization with Samsung Pay?

Tokenisation is an extra layer of security, developed by Visa, Mastercard and American Express.

It creates a unique set of numbers for each new transaction, so your real card number is never used from Samsung Pay. Your card number cannot be copied or skimmed at the time of your transaction.

Tokens are used to protect your card details and payment information which reduces the security risks that comes with plastic cards. 

Digital Wallet help

What if my physical Visa card is lost or stolen?

If your Visa card is lost or stolen you’ll need to report this to Heritage as soon as possible so that we can cancel your Visa card. 

Once you report your card as lost or stolen, you will no longer be able to use your physical card.  If your card has been loaded onto a digital wallet, you will still be able to make transactions and your card details will automatically be updated when you activate your new card.

Follow our steps to report a lost, stolen or damaged card using your Heritage Mobile Banking App. If you do not have the Heritage Mobile Banking App, you can cancel your card in Heritage Online or contact us for assistance. 

If you notice any unauthorised transactions, we can help you dispute a transaction.

Can I use my digital wallet overseas?

Yes, however, it’s important you set-up or activate your card in your digital wallet before heading overseas. If you don’t have international roaming enabled on your device, you may encounter technical issues such as receiving your One Time Password.

What should I do with my digital wallet when I receive a new or a replacement card?

If you've received a new card and your 16 digit card number is the same as your old card, you do not have to do anything. Your digital wallet will automatically update to take payments from your new card. This is often the case if you've received an automatic replacement for an expiring card.

If you've received a new card and your 16 digit card number is different to your old card, you will need to remove your old card from your digital wallet, then add in your new card details. This is often the case if you've reported your old card as lost/stolen, or if there has been fraudulent transactions on your old card.

What if I suspect fraudulent transactions on my digital wallet?

Whether you use a digital wallet or a physical Visa card, you are protected with Visa Zero Liability# against fraudulent transactions.

If you think a transaction looks suspicious, contact Heritage’s Contact Centre on 13 14 22 with details of your concerns at hand. Visit our Disputed Transaction page for information on how to dispute a transaction.


If I sell or give my device to someone else, what will happen to the digital wallet information in the device?

If selling or giving away your device you should make sure you delete all cards in any digital wallet. Alternatively, you may reset your device to factory settings which will also remove all token accounts. If you forget to do this, you should contact Heritage and we will action this for you on your behalf.

If I lose my device and if someone starts using it to make purchases, am I liable for those purchases?

Whether you use a digital wallet or a physical Visa card, you are protected with Visa zero liability# against fraudulent transactions.

How will digital wallet purchases appear on my statement?

Digital wallet transactions appear on your statement the same as any card transaction performed on your account.

What payment information will be on my receipt when I pay with a digital wallet?

Receipts should look the same as they always have. However, in some cases, receipts created from digital wallet purchases may display the last four digits of the token provided to the merchant (these four digits may differ from the last four digits of your physical card).
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