Google PayTM FAQ's

Using Google Pay

How do I set up Google Pay?

Before making a purchase using your digital wallet you will need to follow a few simple steps to enrol in Google Pay* and add your existing Visa credit or debit cards.

1.   Download the Google Pay App from the Google Play Store on your compatible Android device, if it isn’t already available on your smartphone
2.   Open the Google Pay App - Tap ‘+’ to add all your eligible Heritage Visa cards
3.   Use the camera to capture your card information or enter it yourself
4.   Accept the Terms & Conditions
5.   Verify your Google Pay registration by entering the  One Time Password (OTP) we sent to your registered phone via SMS (ensure your mobile phone number is up-to-date)
6.   You’re all set to make contactless purchases using your digital wallet – just make sure your device  is unlocked when you hold it up to pay
7.   Visit the Google Pay website for more information 

Where and how can I use Google Pay – in-store or online?

In Stores - Pay contactless with your Android Phone

Google Pay works anywhere contactless payments are accepted. Just wake your Android phone and hold it near the terminal until you see a check mark. You don't even need to open the App. 

In Apps and on the web - Pay as quick as you click

Use Google Pay to check out even faster. Once you've added a card, you won't need to enter your payment info again. Just confirm your purchase and you're all set.

Use Google Pay wherever you see these symbols

Does Google Pay use my actual card details?

When making purchases using Google Pay, your physical card number is replaced with a ‘token’ to pay for transactions. Google Pay protects your payment info with multiple layers of security to help keep your account safe.

Can I remove a card from my wallet?

Yes, to remove a card from your digital wallet, simply open Google Pay, click on the card in your digital wallet and tap ‘remove’.  This doesn't affect the use of your physical card.

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

Google Pay transactions will not impact any loyalty or rewards programs you have with Heritage. They will be treated like any other card transaction.

Are my purchases protected under zero liability?

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

Where can I get help with Google Pay App?

Visit Google Pay Help for assistance.

My Google Pay isn’t working.

To make a purchase in-store, you need to have the NFC settings turned on in your device settings.

Then open the Google Pay App and ensure your device screen is active. Purchases cannot be processed if the screen is inactive or locked.

When you hold your device in front of a contactless reader, the token stored in the digital wallet will be transmitted directly to that contactless reader.

Security of Payments

Is Google Pay secure?

Google Pay protects your payment info with multiple layers of security to help keep your account safe.

Are my credit and debit card numbers passed to the merchant when I shop in-stores?

When you use your phone to pay in stores, Google Pay doesn’t send your actual credit or debit card number with your payment. Instead, an encrypted virtual account number is used to represent your information – so your real card details stay safe.

What information is stored about my purchases?

Transaction data that is stored on your device is kept anonymously and recent purchase history remains private, and is not used for marketing purposes.

What if my device is lost or stolen?

If your device is lost or stolen, you can easily find, or erase your device using Android Device Manager. Call us immediately on 13 14 22 and assist you to suspend or delete the relevant cards from the Google Pay App. If you purchase a new device then you will need to add your eligible Heritage Visa cards to the Google Pay App. In the meantime, you can continue to use your physical card without interruption.

Is there any verification required to make a purchase?

For purchases over $100, you will need to enter your physical card PIN at the terminal. 
Digital Wallet help

What if my physical Visa card is lost or stolen?

Please contact Heritage as soon as possible. Once you report your Heritage card as lost or stolen, you will not be able to use it for purchases using your digital wallet. You will need to remove this card from your digital wallet.  After you receive the replacement card you must add the new card to your digital wallet.

Are digital wallet services available internationally?

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 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?

If you think a transaction looks suspicious, contact Heritage’s Contact Centre on 13 14 22. Have details of your concerns at hand.

Am I liable for fraudulent transactions?

No. Whether you use a digital wallet or a physical Visa card, you are protected with Visa Zero Liability# against fraudulent transactions.

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, contact Heritage and we will can 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.

What will purchases look like 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?

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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