About Google Pay

• •  
    What is Google Pay?
  Google Pay is a contactless mobile payment service supported by Google Inc. and major card networks (e.g. Mastercard and Visa). Make purchases in stores or within apps by using your compatible Android device. It is the easy, secure and private way to pay with a simple touch or passcode.
• •  
    Is Android Pay going away?
  No. Google Pay is a new name for Google's family of consumer payments products. This is to make the experiences more consistent, no matter where you're paying.
  If you already have Android Pay, it will automatically update to reflect the Google Pay name. You do not need to add another application to your phone.
  Also, any credit card you added to Android Pay will stay saved. You do not need to add your cards again.
• •  
    What devices are eligible for Google Pay?
  Google Pay works with most Android handsets and tablets with operation system Android Lollipop 5.0 or above which also support NFC function (applicable to payment in store) and HCE (Host Card Emulation).
  
  For details of compatible Google Pay devices, see www.support.google.com/googlepay.
  
  Please notice that customers are not able to download Google Pay if the device is not compatible with Google Pay.
• •  
    What do I need to use Google Pay?
  To get started, you need to fulfil the following requirements:

  Eligible Android devices

  Google Pay downloaded from Google Play store

  Operation system Android Lollipop 5.0 or above

  A valid credit card from Hang Seng Bank

  Signed in Google account

  Set up lock function of your handset
• •  
    Which Hang Seng Credit Card can I use with Google Pay?
  The following credit cards are available to add in your Google Pay:
  
  Hang Seng Credit Card, Affinity Card, Visa Commercial Card, Visa Business Card or Commercial Mastercard (excluding Hang Seng CUP Credit Card, USD Visa Gold Card, Renminbi Card, UnionPay Diamond Commercial Card, e-shopping Mastercard, Private Label Card and Spending Card).
• •  
    Does it cost anything to use Google Pay?
  There is no fee to customers who use their Hang Seng Credit Card in Google Pay. However, your Hang Seng Credit Card’s terms and conditions will apply for purchases with Google Pay.
• •  
    What is a contactless payment?
  Contactless payments are transactions that use Near Field Communication (NFC). To complete a transaction, these payments do not require a physical connection between your device and the participating merchant’s checkout terminal.
• •  
    What is Near Field Communication (NFC) technology?
  Near Field Communication (NFC) technology allows devices close to one another to communicate. Payments using this technology require an NFC contactless reader at checkout and an NFC-equipped mobile device.
• •  
    How secure is an Google Pay transaction?
  Google Pay is a secure way to make payments. Google creates a unique virtual account number for your payment information, your name and full card details are never shown in the app and never shared with the store. Also Google stores your payment information on Google secure servers and encrypts it with industry-standard SSL (secure socket layer) technology. If your Android device is ever lost or stolen you can easily find and erase your device record using Android Device Manager (https://www.google.com/android/devicemanager).
  
  To protect your card:
  

  You must not choose a device passcode that can be easily guessed by anyone else or tell anyone else what your device passcode is

  You should choose a device passcode which could provide higher password complexity or even opt for stronger user authentication such as verification by fingerprint (if supported by device)

  You must not install software or apps from unknown sources, or jailbreak or root your device

  You should protect your Google account and you are suggested to use 2-step verification for Google account

  You should use the latest version operation system

  You should use a shorter screen lock time threshold

  You should always safeguard your device

  You should keep the good practice of turning off contactless mobile payment features (e.g. the payment app, and NFC capability) from your mobile devices whenever no contactless mobile payment is needed
• •  
    Is network data required for using Google Pay?
  Yes, network data is required for adding cards. Also there are chances that Google Pay cannot do transaction if network data signal is week or not accessible.

How to add

• •  
    How to add my Hang Seng Credit Card into Google Pay?
  If you want to bind card, please call our Customer Service Hotline at the back of your card and press “7” after selecting language to complete mobile wallet provisioning.
  
• •  
    I have added a card on my Android device. Will it automatically add it to my another Android device or vice versa?
  No. You will need to add them to each device individually. The cards you have added can be accessed via your Google Pay on your device(s).
• •  
    Can I put multiple cards on my device?
  Yes. Google Pay allows customers to put multiple cards on a device.
• •  
    Can I put my card on multiple devices?
  Yes, you can add your card on multiple devices. Please note that your card must be added to each device separately.
• •  
    Can I continue to use my physical card after I added my Hang Seng Credit Card to Google Pay?
  You may continue to use your physical Hang Seng Credit Card as you usually do after you added to Google Pay.

How to use

• •  
    How do I set my Hang Seng Credit Card as my default card for Google Pay?
  Setting your Hang Seng Credit Card as your default card is simple, and you only need to do it once. Go to Google Pay, choose the Hang Seng Credit Card you wish to become your default card and tap “Set as default card”.
  
  Note the first card you add to Google Pay will automatically be your default card, but you can update it at any time.
• •  
    How do I use my Android device to make an Google Pay transaction?
  To pay in stores, there is no need to open an app. Payment can be done by just waking your Android device and holding it near any reader with contactless or Google Pay symbol (You are required to unlock the device for transaction amount of HKD1,000 or above). You'll see on the display, along with a subtle vibration and beep, letting you know your payment information was sent.
  
  To pay within apps on Android handset and Android tablet, select Google Pay as the payment method and unlock the device.
• •  
    Where can I use the Google Pay?
  You can use Google Pay with your compatible Android device to pay in stores that accept contactless payments or with Google Pay mark.
  
     
  
  You can use Google Pay to pay within apps when you see the "Google Pay" button as a payment method. Look for this buttons in apps:
  
  
• •  
    Is there any restriction on the transaction amount when I use Google Pay?
  As long as you have enough credit limit, the transaction can be completed. However, you may need to unlock the device for transaction amount HKD1,000 or above.
• •  
    Why do some merchants request my signature when I use Google Pay to purchase over HKD1,000?
  The POS machines are being updated in the market, when the update is completed, the signature is not required regardless of how much the transaction amount is. If you encounter the above request to sign on the sales slip by merchants, please do so and sign with reference to the signature at the back of physical card.
• •  
    Why is the transaction rejected when I use Google Pay to purchase over HKD1,000?
  The POS machines are being updated in the market, when the update is completed, we can support all Google Pay transactions.
• •  
    How will I know if a transaction was successful when paying with Google Pay?
  The merchant can provide the related sales slip if your transaction was successfully paid. Moreover, you may receive the relevant notification and check the transaction history (as shown below) on your device later on.
  
  
• •  
    Do I still earn +FUN Dollars/Merchant Dollars/yuu Reward Points when I use Google Pay?
  Yes, you can still earn +FUN Dollars/Merchant Dollars/yuu Reward Points when you pay with Google Pay. However, payment with Google Pay by using Hang Seng Credit Card is applicable to +FUN Dollars/Merchant Dollars Redemption for designated merchants ONLY. You can also redeem +FUN Dollars/Merchant Dollars by using your physical card during transactions.
• •  
    How do I return something I purchased using Google Pay?
  You can make a return by contacting the merchant directly. Since the POS machines are being updated in the market, only a portion of merchants support payment refund via tapping your Android device on contactless reader. We suggest you to refund any payment made via your physical card. When making a return, please ensure that you bring your receipt, the device used for the purchase and your physical card. Refund will be credited to your physical Credit Card account at a later date.
• •  
    Does Google Pay show my recent transactions?
  Yes. You can also see the last 10 transactions for each card. Just tap the card in Google Pay, then tap the transaction record section for details.
• •  
    How will an Google Pay transaction appear on my statement/ e-Banking account?
  “Google” or “Google Pay” will be displayed in monthly statement / e-banking if the transaction is done by Google Pay.

Managing your Card

• •  
    What should I do if my Hang Seng Credit Card is lost or stolen?
  If you find your Hang Seng Credit Card has been lost, stolen or compromised in any way, you should contact us immediately at 24-hour Report Lost Card Hotline 2836 0838. We will close your card immediately so that no more purchases can be made, and all digitized cards on Android devices will be permanently deactivated. When you receive your reissued card, you will need to add the new card to Google Pay again before making any Google Pay purchases.
• •  
    What should I do if my device is lost or stolen?
  If you find your Android device has been lost, stolen or compromised in any way, you are advised to do as follows:
  
  “Android Device Manager” (https://www.google.com/android/devicemanager) can help you find and erase your device record.
  
  Alternatively, you can call us immediately at the hotline number on the back of your Card and we will assist you in permanently deactivating your Hang Seng Credit Cards in Google Pay.
• •  
    If I replace my device, what effect does it have on Google Pay?
  If you replace your device, you will need to re-register your Hang Seng Credit Card in Google Pay.
• •  
    If I erase my device record, does that deactivate my physical card?
  No. Erasing your device record will delete your Hang Seng Credit Card from Andriod Pay and does not affect your physical card. You will be still able to use your physical card.
• •  
    If I receive a re-issue Card with new card number, do I need to update my card information with Google Pay?
  Yes. If you receive a new card with a new card number, you will need to add your new card in your Google Pay.
• •  
    If I receive a replacement Card with same card number, do I need to update my Card information with Google Pay?
  No. If you receive a new card with the same card number, your Device Account Number is connected to your replacement card with the same number automatically. After receiving your new Hang Seng Credit Card, you can use your Card in Google Pay to make transactions.
• •  
    Can I remove my card in Google Pay?
  Yes. You can remove the Card. Just tap the card in Google Pay, then tap “Remove card”. You can also remove your card or confirm if your card has been removed from the app by clicking into your device setting. Actual path to the device settings page may vary. For examples, in Samsung S7 device, you can go to “Google Settings”, select “Google Pay” and click to remove your card; for Huawei Nexus 6P device, you may go to “Settings”, select “Google” and then “Google Pay” and click to remove your card.
• •  
    Is there any expiry date for the cards I added into Google Pay?
  Yes. The expiry date is different from your physical card, for cards added into Google Pay, the validity is 3 years for Hang Seng Mastercard, while Hang Seng Visa Card is valid for 7 years. Please be reminded to delete the card by the expiry date and add again.
• •  
    Where can I get more information about Google Pay?
  More information about Google Pay can be found at www.support.google.com/googlepay.

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