%%product.androidpay%%™

Frequently asked questions

%%product.androidpay%%™

Frequently asked questions

Need help?

Call the %%product.helpdesk%% on %%product.helpdesk.telephone%%

or send an e-mail to %%product.helpdesk.mail%%

  • Mon–Fri: 8 a.m. to 10 p.m.
  • Sat. from 9 a.m. to 5 p.m.

What should I do if I lose my smartphone?

Card Stop 070 344 344
  1. Call the %%product.helpdesk%% on %%product.helpdesk.telephone%% to block your %%bank%% app
  2. Call Card Stop on +32 70 344 344 (0.30 euros a minute) to block your bank card
  3. Lock your smartphone with the Android Device Manager to prevent others from using it

When you call Card Stop, you can also ask for a new card, whose details you can then add to %%product.androidpay%% on your smartphone.

Where can you get %%product.androidpay%%?

%%product.androidpay%% comes with some Android phones as standard. If yours doesn’t have it, you can get it from Google Play. %%product.androidpay%% works on all Android phones running KitKat 4.4 or higher.

Where can you pay with %%product.androidpay%%?

You can use it in any store displaying the %%product.androidpay%%, Maestro or contactless payment symbol around the world, provided the payment terminal supports Maestro payments. Belgian shops that only use Bancontact don’t accept payments using %%product.androidpay%%.

Which phones are compatible with %%product.androidpay%%?

All Android phones running 4.4 or higher with Near Field Communication (NFC). Go to ‘Settings -> Networks’ to see if yours has NFC.

How do I pay with %%product.androidpay%%?

Hold your phone close to the payment terminal for a few seconds. For purchases up to 25 euros, just wake your phone. You can make three consecutive payments that way. Need to pay more than 25 euros? Unlock your phone with your PIN, password, swipe pattern or fingerprint. You know you’ve paid once your phone pings or vibrates. The payment terminal will also show you that you’ve paid.

What should I do if I lose my bank card?

Card Stop 070 344 344

Call Card Stop right away on +32 70 344 344 (0.30 euros a minute) to block your bank card. This also blocks your virtual card in %%product.androidpay%% and means that no-one can make payments using your smartphone.

You will have to add your new bank card details again in %%product.androidpay%%.

What if you’re told that your activation code has expired?

Remove your card from %%product.androidpay%% and start again. You’ll receive a new code to activate your card. Bear in mind that your activation code is only valid for one hour, so enter it right away.

Security

Is %%product.androidpay%% safe to use?

%%product.androidpay%% generates a virtual card number so your actual card details aren’t saved on your phone. Android doesn’t use them to make payments either. Payments of more than 25 euros need to be authorised with a PIN, password, swipe pattern or fingerprint.

How much can I spend using %%product.androidpay%%?

The limit for your %%product.bankkaart%% applies to %%product.androidpay%% (i.e. a standard 2,500 euros per week per card). You can modify this limit in %%product.touch%% or in %%product.mobilebanking%%.

How do you verify your identity?

This is done by text message. If you don’t get that option or if the four-digit code that %%product.androidpay%% shows you doesn’t correspond with the last four digits of your mobile number, you’ll have to provide us with your number. You can enter it under your contact details in %%product.touch%% or %%product.mobilebanking%% or give it to us at your branch.

Where can I see an overview of the payments I made using my smartphone?

  1. Open %%product.androidpay%% and select the card for which you want to see the transactions
  2. The app displays the last 10 payments you made with that card

How can I dispute a payment?

Where can I find the virtual bank account number?

You can find it in the %%product.androidpay%% app. For security reasons, the app doesn't use your real card number, which is why you only see the last four digits of your virtual account number on your receipt.

What information does Google see?

Google receives a bare minimum of details (name, merchant, amount, location) to show you.

Card management

Which cards can be added to %%product.androidpay%%?

Our latest debit cards are contactless-ready and ideal for making smaller payments that way. Check in our %%product.mobilebanking%% whether your card is enabled for contactless payments.

How do you add your card?

Open %%product.androidpay%% and tap the + sign. If your phone hasn’t been secured yet with a PIN, password, fingerprint or swipe pattern, %%product.androidpay%% will ask you to do this before you go any further. All you have to do then is follow the instructions on your screen to add your card.

How do I recognise my card in %%product.androidpay%%?

You’ll see the last four digits of your debit card number in the lower left corner.

Which card do I pay with in %%product.androidpay%%

If you've registered more than one card in %%product.androidpay%%, you pay with your default card (i.e. the card displayed at the top of the list).

How do I pay with a bank card other than the default one?

Select the card you want to pay with in the app and then hold your smartphone against the terminal.

How do I change my default card in %%product.androidpay%%?

  1. Select the card you want to set as your default
  2. Drag it to the top of the list: the first card in the list is now your default one

How do I remove a card in %%product.androidpay%%?

  1. Select the card you want to remove
  2. Tap 'Remove card' at the bottom of the screen

Payment refused?

Woken up your smartphone?

Press your smartphone's on-off (power) button before making payment.

Have you activated NFC on your smartphone?

%%product.androidpay%% works exclusively with NFC technology on your smartphone.

Does the payment terminal accept Maestro?

maestro

It does when it has a Maestro logo on it.

Does the payment terminal accept contactless payments?

wifi

It does if it has a Wi-Fi symbol on it.

What happens if the payment terminal indicates that the 'card cannot be read'?

Try again. Make sure to hold your smartphone long enough and close enough to the terminal. Don't let your smartphone go into sleep mode.

What should I do if 'temporarily refused' is displayed on the payment terminal?

Check

  • Whether you have enough money on your account
  • In %%product.mobilebanking%% whether 'Contactless payments' has been enabled for your bank card
  • Whether your bank card has been blocked

What's happening if 'Try another card' is displayed on the payment terminal and my smartphone doesn't react?

Possible causes

  • Your smartphone is sleeping: press the on-off (power) button
  • The terminal does not accept Maestro
  • The terminal is not equipped to accept contactless payments

Android, %%product.androidpay%% and Google are registered trademarks of Google Inc.

We're here to help