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Google Pay FAQs

What is Google Pay?

Google Pay is a secure and easy-to-use mobile payment service that can be used to pay in store, online or in-app wherever Contactless payments are accepted; just look for the Contactless or Google Pay symbol. Google Pay can be used on any compatible device running Android 5+ (Lollipop) or higher.

It enables the use of eligible PTSB cards through most Android phones by leveraging existing Near Field Communication (NFC) technology to make mobile payments.

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What cards can I use with Google Pay?

You can use Google Pay with your:

  • PTSB Personal Debit Cards
  • PTSB Personal Credit Cards
  • PTSB Business Debit Cards

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How do I set up Google Pay?
  1. Open the Google Pay app and tap the ‘+’ sign.
  2. Line up your selected PTSB card within the frame on the screen to capture your card details automatically or enter these details manually.
  3. Confirm your details, your CVC (3 digit code on the back of your card) and your address.
  4. Read, and if you are happy to do so, Accept the Terms and Conditions.
  5. Verify your card by following the on-screen instructions.
  • If your mobile number is registered with PTSB you will be prompted to verify using a One-Time Passcode sent by text message. From time to time you may need to verify by contacting us through our call centre for security reasons.
  • If your mobile number is NOT registered with PTSB you will be prompted to verify by calling Open24 on 0818 50 24 24 or +353 1 212 4101.
  1. Complete, you’re now ready to use Google Pay.

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Where can I view my Digital Wallet Terms and Conditions?

You will be presented with your Digital Wallet Terms and Conditions to review and accept when you first add your card to Google Pay. These Terms and Conditions will be available for you to review at any time

  • On our website, please see our Digital Wallet Terms & Conditions
  • Within our Terms & Conditions and Personal & Business banking charges available on our website or in branch
  • Within Google Pay, please note some devices may not have the ability to open a PDFs

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During set-up I have been prompted for a one-time passcode. What is this and why is it required?

As a security measure, we send a one-time passcode to you by text message. You will verify your identity by entering this code in the appropriate field. In the case of Credit Cards, this code will only be sent to the Primary card holder.

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How do I complete the verification process, can I return to complete it?

You can complete it when adding your card or you can return to the Wallet to complete your set up by

  • Open the Wallet App
  • Tap the picture of your card
  • Choose your verification method

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Can I register multiple Visa Debit or Credit Cards?

Yes, you can register multiple Visa Debit or Credit Cards and simply chose which one you would like to pay with at the point of purchase. Don’t forget if you get a new card, you will need to register it. If you have replaced your card as lost/stolen you don’t need to take any action if you have already added the previous card to the wallet. Your replacement card will be automatically added to the wallet.

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Will the card image in Google Pay match my physical card?

The card image may not be an exact match but this will not impact functionality.

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Are there fees or charges for using Google Pay?

While there are no set fees for using Google Pay, standard fees and charges associated with your Visa Debit and Credit Card will still apply. Please see our Terms & Conditions and Personal & Business banking charges booklet for more information.

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Is there a limit to how much I can spend per transaction with Google Pay?

Unlike contactless, you can make payments in excess of €50 once you have an available balance. However, not every merchant can support transactions of this value. You will not be asked to input your pin for Google Pay payments. Please note that the daily Current Account transaction limits of €2,500 will apply.

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Is Google Pay safe to use?

Yes. When you shop at a merchant, Google Pay doesn't send your actual credit or debit card number with your payment. Instead a virtual account number is used to represent your account information - so your card details stay safe.

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What do I do if my card is lost/stolen?

You will need to report your card as lost/stolen the same way you would for your existing physical card, please see here for further details.

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If my card is lost or stolen, can I still use Google Pay on my device?

Debit and Credit cards; Once reported as lost or stolen, your card details will be automatically updated and you can continue to use Google Pay on your device whilst your new card is sent to you. Your physical plastic card will remain inactive and must be activated by you; this ensures security is maintained throughout.

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If my card is replaced, can I still use Google Pay?

If your Debit Card is replaced as damaged or due to natural expiry, you will need to allow up to 2 business days for it to update in your wallet. You will be unable to use Google Pay during this period. Credit Cards will be updated automatically on the same day.

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What if my device is lost/stolen?

If your device has been lost or stolen contact us immediately on 0818 50 24 24 or +353 1 212 4101 and we can remove cards from your wallet

We recommend that you also register for and use Android Device Manager. This will allow you to find, lock and delete details on your phone if it is lost or stolen. You can enter ‘Find my device’ on to locate your device.

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How do I remove a card from Google Pay?
  1. Open the Google Pay wallet
  2. Tap the card you want to remove
  3. Click the 3 dots on the top right hand corner of the wallet and choose ‘Remove payment method’
  4. You will be prompted to confirm that you wish to remove that card
  5. Your card has been successfully removed

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How do I return an item purchased with Google Pay?

There no difference between Google Pay and other payment methods, you should consult with the retailer directly to refund a transaction.

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Do I need a mobile data or Wi-Fi connection to use Google Pay?

No, you do not need Mobile data or Wi-Fi connection to make payments. However, you will need mobile data or Wi-Fi to set up a card on the Wallet and to receive notifications.

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How can I view my transactions?

You will be able to view your transactions through Open24 or on your Statements. Alternatively, when you open the card in the Google Pay Wallet, you see your latest transaction. Within the transactions tab you will see your last ten transactions completed through the mobile wallet.

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How do I switch between cards if I have added more than one?

You can choose which card to use when you’re about to pay – just open the Wallet app first and select the card you want to use.

For online or in-app purchases, select the Google Pay logo, then 'Cards and billing’ to choose a card.

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How do I keep my device and card details secure?

Below are some helpful tips to keep your device and card secure

  • Never leave your device unattended
  • Use appropriate security on your device such as passcode or fingerprint recognition
  • Change your device passcode immediately if you suspect anyone else knows it
  • Please be aware of unsolicited messages asking you to reveal any personal or financial information, to allow access to your devices or to install software
  • Contact us as soon as possible if you suspect any unauthorised use of your device, if it is lost/stolen, or if you think your details have been compromised.
  • Register for and use Find My Device. This will allow you to find, lock and delete details on your phone if it is lost or stolen
  • Keep your contact details up to date so we can contact you if we need to

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What happens if there is Fraud on my card due to a transaction I have made with Google Pay?

If you suspect Fraud on your account, contact us immediately on 0818 50 24 24 or +353 1 212 4101.

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Google Pay isn’t working, who should I contact?

First make sure you have available funds to meet the transaction and that the merchant can support Google Pay (especially for limits over €50). Check your device setting to make sure that you have not deleted your wallet details.

For queries about cards or accounts, customers can call us on 0818 50 24 24 or +353 1 212 4101. For any queries related directly to Google Pay, customers can contact the Google Pay online support forum.

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