Google Pay^™ FAQs

Google Pay is a free app that allows you to use your compatible Android smart device to simply and securely pay in-store or via merchant’s apps.

To use Google Pay for purchases, you must first add your eligible card on your NFC-enabled Android device. See the Getting Started section of the FAQs for details on how to verify your card. 

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

You may also use Google Pay to make in-app payments at participating merchants with supported devices. See the list of participating merchants in Australia at pay.google.com/about/where-to-use.

Google Pay is available on both personal and business Suncorp Visa Debit cards.

Google Pay is not currently supported on our Clear Options Credit card.

Your device must be NFC (Near Field Communication) capable and running Android Operating system Kit Kat 4.4 or higher.

To check if your device is compatible with Google Pay, please visit pay.google.com/about.

You can find out what operating system your device is running and whether it is NFC capable through your device Settings.

All Suncorp Visa Debit cards stored in Google Pay are allocated a Virtual Account Number.  This number is used instead of your physical card number when you make a purchase using Google Pay.  This is to ensure your payment information is not shared with the merchant.

Please note this Virtual Account Number may also be referred to as a virtual card.  Your Virtual Account Number does not affect your physical card. You still use your physical card as normal.

The app is free to download at Google Play but does use a small amount of data, so data usage charges may apply.

No new fees have been introduced for payments completed by Google Pay, however account transaction fees may apply depending on your account type.

You can read more about Google Pay on the pay.google.com/about/ website.

Google Pay can be downloaded from the Google Play Store. Some devices may already be preloaded with the Google Pay app.

To verify an eligible Suncorp Visa Debit card, open the Google Pay app and tap the plus sign in the bottom right corner.

Capture your card information by taking a photo of your card or entering your card information manually. If you have a white/green ‘vertical’ design Suncorp Visa Debit cards, you may need to manually enter your card details to verify the card. 

There is no limit on the number of cards you can load into the app, however you must be the owner of all cards added.

Yes, you can add your card to multiple eligible devices, noting that you will have to complete the registration process for each.

For purchases under $100, simply place your device on the contactless terminal, ensuring that the screen is “awake”.

For purchases over $100, you may also need to unlock your device and depending on the merchant, you may need to enter your PIN.

Yes, you can use Google Pay for in App payments at participating merchants. Simply select Google Pay at checkout.  See the list of participating merchants in Australia at pay.google.com/about/where-to-use.

At this stage Google Pay cannot be used to withdraw cash from ATMs or in a Suncorp Store.  Your plastic card will be required to complete these transactions.

You can choose which registered Suncorp card you would like to use as a default. See the Managing your card in Google Pay section of the FAQs for instructions on how to change your default card.

Google Pay will work in all countries where Visa contactless payments are accepted.

We recommend you take your plastic card as a backup as not all merchants allow contactless payments.

You can only perform a limited number of Google Pay purchases without an internet connection.  You will therefore require access to a data network or Wi-Fi connection whilst overseas.  The number of offline purchases available will re-set once you have reconnected your device to an online network (e.g. through a data network or Wi-Fi connection).

Yes, you can view the last 10 transactions made using your card registered for Google Pay. 

To view a full list of your transactions, login to Suncorp internet banking or the Suncorp Bank App.

If you need to return a purchase made with Google Pay, you may need your plastic card. Not all payment terminals enable you to tap to return your purchase.

You may also need to provide the last 4 digits of your Virtual Account Number. The last 4 digits of your Virtual Account Number can be found on the card details screen in the Google Pay app.

Your Google Pay purchase may not work for a number of reasons, including:

• You have not have fully completed the card verification process.
  Ensure that you have an eligible and active Suncorp Visa Debit card verified with Google Pay.

• The payment amount is greater than $100.
  Most retailers allow contactless payments over $100. However, not all retailers will accept Google Pay transactions for larger amounts. The retailer may require you to insert or swipe your plastic card.

• You haven’t connected to a data network or Wi-Fi connection for a while.
  For security reasons there is a limit to the number of payments your device can make without connecting to a data network or Wi-Fi connection. The number of offline payments allowed will be reset automatically once you have re-connected your device to an online network.

• The payment terminal or card reader does not accept contactless payments.
  Not all retailers accept contactless payments. If contactless payment is not available, use another payment method such as your plastic Visa Debit card.

If you’re still having problems or would like further clarification, please call 1800 290 869 for assistance.

Supported Samsung devices may be able to run both Google Pay and Samsung Pay wallets. Check your manufacturer’s website for details.

If your device is supported, you will need to download the Google Pay app and add your Suncorp Visa Debit card to the wallet.

If you have a Suncorp Clear Options Visa Card, or a card from another financial institution in the Samsung Pay wallet, you will need to choose which wallet to use as your default wallet (i.e. which wallet will be used by the device without manually opening the wallet and selecting either the Google Pay or Samsung Pay app).

The first card you add to Google Pay automatically becomes your default card.

You can change your default card two ways:

On your device

1. Open the Google Pay app.
2.  Select the card you want as the default a card, then touch “Set as default card”.

Alternatively, touch and drag a card into the "default card" spot at the top of the Google Pay Home screen.

Via the Google accounts webpage

1. Sign in to your account at accounts.google.com.
2.  On the left-hand side, click “Payment methods”.
3. To the right of your chosen card, click “Set as default”.

There are two ways to remove your Suncorp Visa Debit card from Google Pay:

On your device

1. Open the Google Pay app.
2. Select the card you want to remove.
3. Scroll down, then touch “Remove card”.

Via the Google accounts webpage

1. Sign in to your account at accounts.google.com.
2. On the left-hand side, click “Payment methods”.
3. To the right of your chosen card, click “Remove”.

No, your replacement Suncorp Visa Debit card will automatically be updated with your Google Pay Virtual Account Number.  You can continue to use Google Pay to make purchases whilst waiting to receive your new plastic card. 

Please call Suncorp immediately on 13 11 55. We will cancel your card and order you a replacement.

Once your new card has been issued, there will be an overnight delay before you can continue to make purchases using Google Pay.  Your new card will automatically be updated in Google Pay, therefore you will not be required to complete the card registration process. 

If your device is lost or stolen, you can find, lock, or erase Google Pay using Google’s Android Device Manager.

Important: Android Device Manager won't work for devices that are turned off or that don't have a mobile data with an active SIM card or Wi-Fi connection.

Alternatively, call Suncorp Bank on 1800 290 869 and we can delete your Google Pay Virtual Account Number.

You can still use your plastic card.

If you replace or update your device, you’ll need to add your card(s) again to Google Pay using the same registration process as you did before. Refer to the Getting Started section of the FAQs.

It is important to ensure you remove your card(s) from Google Pay if you no longer intend to use the app or you sell your device.

Our card design may have been updated since your card was issued. However, the image shown does not affect the use of the card with Google Pay.

Your card in Google Pay is protected by your Android device security settings such as your pin, password or other personalised identification feature.

All of your payment information will be encrypted with SSL (secure socket layer) technology and stored on secure servers.

Your plastic card details are not shown in the app or shared with the merchant when you make payments in store.

When you transact using Google Pay, a confirmation appears in the app which can assist you to detect suspicious activity sooner. This notification contains where the transaction occurred along with the merchant’s name and the amount of the payment or refund.

In addition, Suncorp monitors your transaction history 24/7, to identify any unusual activity.

If you have any additional questions about your device’s security features, please contact Google directly.

All your registered cards stored in Google Pay are assigned a Virtual Account Number (VAN). This number is used instead of your actual card number when you make a purchase with Google Pay, so your payment information is not shared with the merchant.

Some personal information will be shared with Google for Google Pay to operate effectively and deliver to you the best possible experience.  This information may include details such as your recent purchase history data, for display on your device.

When you add your eligible card in Google Pay, you will also be registering your Card to Google Payments. This will allow you to use your card to make purchases in places like the Google Play Store and online with Google.  Further information on Google Payments is available at pay.google.com/about/terms.