Google Pay^™ Frequently Asked Questions

Google Pay is a free app that allows you to use your compatible Android device to pay for things in store and via apps (as long as they’re a participating merchant for Google Pay). To use it, you’ll need to download the app, then add your eligible card onto your NFC-enabled Android device. As a Suncorp Bank customer, you can use Google Pay with your Suncorp Bank Visa Debit card, but not your Clear Options credit card.

You can pay at any merchant where contactless payments are accepted. Simply look for the contactless symbol or Google Pay mark.

You can make in-app payments at participating merchants.

Google Pay is available on both personal and business Suncorp Bank Visa Debit cards. It’s also available on our Clear Options credit card. 

To make Google Pay contactless payments, Android devices need to be NFC-capable and meet the relevant software standards. Find out more on the Google Pay Support website.

When using Google Pay™, your Suncorp Bank Visa Debit card/Clear Options credit card is assigned a unique Virtual Account Number (VAN). This is different to your physical Visa Debit card number, and used when you make a purchase. This ensures that your card number isn’t shared with the merchant, giving you added security. This also means your card number won’t appear on your store receipt. So, if you’re requesting a refund for something you purchased using Google Pay, the merchant may ask for the last 4 digits of your VAN. You can find this on the card details screen in your Google Wallet app.​

There aren’t any payment fees for Google Pay. However, account transaction fees may apply depending on your account type. It’s free to download the Google Wallet app, but data usage charges may apply. ​

Check out more on the Google Pay website.

Simply check your device for the Google Pay app or download the app on the Google Play store.

To set up Google Pay via the Suncorp Bank App:

1. Download & sign up to the Suncorp Bank App.
2. Add your Banking products into the app (if they’re not there already).
3. Tap on the ‘Cards’ icon in the menu bar.
4. Select the relevant Suncorp Bank Visa Debit card. Once the Visa Debit card page displays, select ‘Add to Google Pay’ on your Visa Debit card.
5. Follow and complete the screens to finalise setup.
6. Once complete you’ll be returned to the ‘Google Pay’ page in the Suncorp Bank App, with the nominated card displaying ‘Card added in Google Pay’.

To set up Google Pay via the Google Pay app:

1. Open Google Pay and tap the plus sign in the bottom right corner.
2. Capture your card information by taking a photo of your card or entering your card information manually.

If you’ve got a white/green ‘vertical’ design Suncorp Bank Visa Debit cards, you may need to enter your card details manually to verify the card.

As many cards as you want, but you must be the owner of all cards loaded into the app.

You can add your card to multiple eligible devices. However, you will need to complete the registration process for each device.

Simply tap your device on the contactless terminal for purchases under $100.

For purchases over $100, you may need to unlock your device and, depending on the terminal, you may need to enter your pin.

To use Google Pay when making an in-app purchase, simply select Google Pay at the checkout. You can check the list of participating merchants in Australia on the Google Pay webpage.

At this stage, you can’t use Google Pay to make cash withdrawals using your Visa Debit Card. You’ll need to use your regular ATM card, as you usually would.

If you have multiple cards loaded onto Google Wallet, it will automatically use the first card you added when you make a purchase.

You can use Google Pay wherever Visa contactless payments are accepted, including overseas. We recommend you take your physical card as a backup, as not all merchants allow contactless payments.

Through the Google Wallet app, you can view the last 10 transactions made using your card.

When returning something you bought in-store using Google Pay, the retailer may require you to provide your physical card.

That’s because not all terminals allow you to tap and return your purchase.

You may also need to provide the last 4 digits of your Virtual Account Number (VAN), which you can find on the card details screen in your Google Wallet app.

There are many reasons why your Google Pay purchases may not be working, including:

• You haven’t completed the card verification process. Ensure that your card is eligible and active with Google Pay.
• The payment amount is greater than $100. Not all merchants will accept transactions for larger amounts. The merchant may require you to insert or swipe your physical card.
• You haven’t connected to a data network or Wi-Fi for a while.
• The payment terminal or card reader does not accept contactless payments.

If you need further help, please get in contact with us.

Yes, but only supported devices can run both Google Wallet and Samsung Pay. If your device is not supported, you’ll need to download the Google Wallet app and add your card to the wallet.

If you have more than one registered card in your Samsung Pay wallet, you’ll need to choose a default wallet. This will be used automatically by the device without manually selecting either the Google Wallet or Samsung Pay app. 

You don’t need Wi-Fi to use Google Pay, but you can only perform a limited number of purchases without an Internet connection. The number of offline purchases available will reset once you’ve reconnected your device to the Internet.

You can change the default card that Google Pay uses to make transactions through the Google Wallet App.

You can remove a card you’ve added to Google Pay in two ways; using the Google Wallet app and through the Google Pay website.

When you receive a replacement card, you won’t have to update your Google Pay or Google Wallet. Instead, it’ll be automatically updated, along with your Virtual Account Number.

If your old card has expired and your replacement card hasn’t arrived yet, you can still continue to use Google Pay while you wait for it.​

If your phone is lost or stolen when your card is added to Google Wallet, you should either contact us immediately to request transactions be blocked or log in to your Google account to remove your card. You can find ways to contact us here. You can remove your card from your Google Account directly by logging in to your Google Account and deleting the card. When you or we remove your card from Google Pay, you will need to re-add your card to Google Wallet to keep using it. If you lose your Android device or smartwatch, you can still make contactless transactions using your physical credit card.

You can find, lock or erase Google Wallet™ using Google’s Android Device Manger.

You can also remove your card via on the Google Pay website:​

1. Go to the Google Pay website.​
2. Click on ‘Payment methods’ at the top of the page.​
3. Find the relevant card, and select ‘Remove’.

Alternatively, you can contact us and we can delete your Google Pay Virtual Account Number.​

Remember that you can still to use your plastic card.​

So, you’ve got a new device? You’ll need to add your card again to Google Wallet by following the same registration process. Remember to remove your card from Google Wallet if you no longer intend to use the app or you sell your device.

If the card design in Google Wallet is different to your actual card, this may be because we’ve updated our cards since yours was issued. Don’t worry, the image shown doesn’t affect the use of the card with Google Pay.

Google Pay transactions are protected through a number of security and privacy measures, both from Android and Suncorp Bank. This includes SSL technology encryptions, your PIN or password, and 24/7 monitoring from Suncorp Bank to detect unusual activity. 

No. All registered cards stored in Google Pay™ are assigned a Virtual Account Number. This number is used instead of your plastic card number, so your payment information is not shared with the merchant.

When using Google Pay™, you’re agreeing to Google’s terms of services. As part of this, some of your personal information will be shared with Google. This ensures Google Pay can operate effectively and deliver you the best possible experience.

You can find out more by reading the Google Pay Terms of Service.