Digital Wallet

Apple Pay lets you use your iPhone, Apple Watch, or iPad to pay in stores without swiping or online without re-entering your info.

It’s secure:

• Instead of card numbers, Apple Pay assigns a unique account number with a transaction-specific security code each time you make a purchase. Numbers are never stored on Apple servers or shared with merchants, so your card number and identity remain secure.
• If your iPhone is lost or stolen, you can use Apple’s Find My iPhone feature to put your device into Lost Mode to suspend Apple Pay.

It’s easy to set up: 

• Make sure your iPhone, iPad Air or iPad Mini  has the latest iOS  version on it.
• To add your Citizens Bank Debit MasterCard(s) or Citizens Bank Visa Credit Card(s) to Apple Pay:
  
  • Go to Wallet and tap 
  • Follow the steps to add a new card (Watch the demo)
  •  Citizens Bank will verify your information and decide if you can use the card with Apple Pay.  If the bank needs more information to verify your card, you will be contacted.  When you have the information, go back into Wallet and tap your card.
  • After Citizens Bank verifies your card, tap Next. 
• Begin paying securely with a single touch.

Look for these icons at checkout:

Apple^®, iPhone^®, iSight^® and iTunes^® are trademarks of Apple, Inc., registered in the U.S. and other countries. Apple Pay^®, Apple Watch™, Find My iPhone™ and Touch ID™ are trademarks of Apple, Inc.

For more information, please refer to the Digital Wallet Terms of Use Digital Wallet Terms of Use  or contact a customer service representative.

Q. What do I need to use Apple Pay?

A. Apple Pay is available in the United States to customers with compatible Apple devices running the latest version of iOS. Here's what you need to use Apple Pay:

• A compatible Apple device. A comprehensive list is available on the Apple website.

• The latest version of iOS

• United States as your selected region

• Touch ID™ or passcode on your device

• For Apple Watch^®: a passcode and Wrist Detection turned on

• iCloud account

• Eligible Citizens Bank Debit Mastercard® consumer or business debit card or consumer credit card
  
  

Q. What cards are eligible for Apple Pay?

A. Your Citizens Bank consumer and business Debit Mastercard(s), as well as, your consumer credit cards are eligible for use with Apple Pay.

Q. How do I add my Citizens Bank Debit Mastercard(s) and consumer credit card(s) to Apple Pay?

A. Just follow these simple steps:

1. Open Wallet on your compatible Apple device. 

2. Select Add Debit or Credit Card. On your iPhone, you can also open Wallet, then swipe down and tap the plus sign.

3. Use your iSight camera to enter the card information or type it in manually. The card you had stored in iTunes is your default payment card, but you can always switch it in Settings.

4. Type the security code from the back of your card and complete the additional fields.
   

5. Upon successfully verifying certain information related to the debit card, your account will be approved and you may begin using Apple Pay. 
6. To activate your credit card in the Digital Wallet, enter your credit card details. You will then receive a one-time passcode by text or email. Upon successfully entering the one-time passcode, you may begin using Apple Pay. 

To add a card on Apple Watch, you must first pair your Watch with a supported iPhone running on iOS 17.0 or later using the Apple Watch app. Once paired, open the Apple Watch app on your iPhone, select "Wallet & Apple Pay" and then tap "Add Debit or Credit Card." Most iPhones will connect with Apple Watches. However, compatibility will depend on the iPhone and Apple Watch model. 

To add a card on your iPad, go to Settings and choose "Wallet & Apple Pay." Select "Add Debit or Credit Card," then follow the on-screen instructions. 

Q. Can I add my cards to multiple devices?

A. Yes. You can add your cards to multiple devices. Please note that your cards must be added to each device and complete the card verification process separately.

Q. Where can I use Apple Pay?

A. You can use Apple Pay at more than 220,000 stores and restaurants where Visa contactless payments are accepted.  Just look for the Apple Pay symbol at checkout.  You can also use Apple Pay in participating merchant apps with supported devices. Look for the “Buy with Apple Pay” or “Apple Pay” button at checkout within the merchant apps.

Keep in mind that not all merchants have signed up to support Apple Pay. As a result, you should continue to carry your physical cards to use at merchants where Apple Pay is not available. Click here for a list of participating merchants.

Q. How do I pay using my cards on the Apple Watch?

A. Once you’ve added your debit or credit card, paying in stores is simple. Double click the side button and hold the face of your Apple Watch to the merchant’s card reader. A slight vibration and a tone will confirm your payment information has been sent.

The first card you enter is your default payment card, but you can always switch it in the Apple Watch app. If you want to switch cards when you’re paying, after double-clicking the side button, just swipe to browse through your cards and hold the display of the Apple Watch near the reader to pay.

Q. How do I make my Citizens Bank Debit Mastercard or credit card the default card in Apple Pay?

A. Your default card in Apple Pay is the first card you added. If you would like to change your default card, open settings on your phone, go to “Wallet & Apple Pay”, select “Default Card” and put the check mark next to the Citizens Bank debit or credit card.

On an Apple Watch, open the Apple Watch app and tap “Default Card”, and then tap the debit or credit card you would like to select as your default card.

Q. How safe and secure are payments made through Apple Pay?

A. Apple Pay is secure. Your card numbers are not stored in the phone nor used to make payments. Instead of using your card number when you add your card, a unique number is assigned. And your cards in Apple Pay are protected by Touch ID™ and/or your device pass code. Since you don’t have to show your debit and credit cards, your private account information is protected.

When you make payments with Apple Pay and your debit and credit cards:

• Your full card number is not shown to the merchant. When you add your cards to Apple Pay, your cards are assigned a unique device account number which is different than your debit and credit card numbers. You can always find this device account number and the last four digits of your card numbers in the Wallet & Apple Pay section under your device’s Settings. When you make a purchase through Apple Pay you will see the last four digits of your device account number printed on the receipt.
  
  

Q. What is a Device Account Number and how is it different from my Citizens Bank Debit Mastercard and credit card number?

A. For your security, when you add your card to Apple Pay, a Device Account Number is created for each card on that device. It is separate and unique to your device and different from your card account number. Your Device Account Number is used to make purchases with your card using Apple Pay. If you add the card to multiple devices, each device will have a separate Device Account Number.

Q. Does Apple Pay show my Citizens Bank Debit Mastercard and credit card transactions?

A. Apple Pay displays recent debit and credit card purchases you made within the Wallet on your iPhone, but it won't display all your purchase details. You can obtain all of your debit and credit card transactions by signing into Bank-by-Net Online or our Mobile Banking App and select the appropriate account.

Q. How will Apple Pay purchases appear on my monthly statement?

A. You will see all Apple Pay purchases made with your Citizens Bank Debit Mastercard(s) and credit cards listed on your statement the same way as charges made with your physical cards.

Q. Why is my transaction amount sometimes reported differently in Apple Pay?

A. Occasionally only initial authorization amounts will be passed to Apple Pay, which might be different from the final transaction amount. As a result, you might see different transaction amounts from locations such as restaurants, gas service stations, hotels, and car rental companies. Always refer to your account statement for final transaction details.

Q. How do I return an item I bought using Apple Pay in a store?

A. The cashier can use the Device Account Number to find the purchase and process the return, just like they would with a traditional card payment. To see the last four digits of the Device Account Number, tap the card and tap ⓘ.

If the cashier needs your card details to process the return, you can follow the same steps for making a payment. Hold the Apple Pay device you used to make the payment near the reader, select the card you used to make the original payment, and authorize the return.

Q. Do you charge any fees to use Apple Pay?

A. No, we do not charge fees to use Apple Pay. However, Apple Pay does require an active data plan in order to work. Your data plan may apply additional message and data charges.

Q. What is a virtual card?

A. Virtual cards are the digital form of your eligible physical debit and credit cards. When you add your physical card to Apple Pay, it is stored as a virtual card. It will have a unique virtual card number that is only associated with Apple Pay.

Q. What are contactless payments?

A. A contactless payment is a transaction using chip-based technology that does not require a physical connection between the payment device (a card or mobile device) and the physical merchant terminal.

Q. What should I do if my Apple device is lost or stolen?

A. If you believe your device or Apple Pay card information has been lost, stolen or compromised in any way, call us immediately at the number on the back of your card. If you locate your device after your card was disabled by us, you will need to add your card back to Apple Pay. For iPhone or iPad, you can go to the Find My iPhone app to temporarily suspend or permanently remove the ability to make payment transactions from your device, even if your device is offline. If you suspend your card(s) using Find My iPhone, and putting it in Lost Mode, you can reactivate your card(s) simply by unlocking your device and entering your Apple ID "Passcode" when prompted. For any supported Apple device, you can always go to iCloud.com choose the applicable device and delete your card(s).

Your physical debit and credit cards can continue to be used for purchases, even if you lose your device. Your original terms and conditions still apply.

Q. What if I lose my Citizens Bank Debit Mastercard or credit card?

A. Please call us immediately. We will close your card so that no more purchases can be made. Please also mention that you are an Apple Pay customer and remove the lost or stolen card from Apple Pay using the “Remove card” option.  Once you receive your replacement card, it will need to be added to Apple Pay before purchases can be made. You will need to remove the old card from the Wallet App, and then add your new replacement card to the Wallet. You will also need to complete the card verification process to enable the card for use with Apple Pay.

Q. How do I remove a card from Apple Pay?

A. You can quickly delete a payment card from Apple Pay. Deleting a card will only remove the payment information, including the digital card number (token) from the device. Your physical card will remain active. To remove a card from Apple Pay, simply select the card in Wallet or in the Apple Watch app and click on the ⓘ icon in the bottom corner to view the back of the card. Scroll to the bottom to find the ‘remove card’ option. After deleting, you can re-add this card to Apple Pay at any time.

Q. If I erase my iPhone, does that cancel my physical cards or can I continue to use them?

A. Erasing the information on your iPhone will have no effect on your physical cards. You can continue to use your cards as you normally would. Erasing your iPhone will delete the virtual cards from Apple Pay and they can no longer be used. You can add your debit and credit cards back into Apple Pay at any time.

Q. Where can I learn more about Apple Pay?

A. For more information about Apple Pay, please visit the Apple Pay website.

Google Pay makes paying with your phone fast, easy, and secure, and you can use it almost anywhere you can swipe or tap your card.

It’s secure:

• Your account or card numbers are never stored on Google’s server and merchants won’t see card numbers, contact information, or security codes.
• If your phone is lost or stolen, you can use Google’s remote device management feature to lock the screen and change the password.

It’s easy to set up: 

• Make sure your compatible Google device is updated with Google Pay.
• To add your Citizens Bank Debit Mastercard(s) and Citizens Bank Visa Credit Card(s) to Google Pay:
  • Open the Google Pay App  
  • At the bottom, tap Payment
  • At the bottom, tap Add
  • Use the camera to capture your card information or enter it yourself
  • If you are asked to verify your payment method, choose an option from the list.
  • Find and enter the verification code
  • After you add a card, you might see a small charge on your account from Google Pay.  This charge validates your account but will not affect your balance.
• Secure it with your fingerprint and backup PIN and you’ll be ready to go.

Look for these icons at checkout:

Google Pay™ is a trademark of Google Inc., including select Google services and devices. Google, Google Pay, the Google Logo, Google Play and the Google Play Logo are trademarks of Google Inc.

For more information, please refer to the Digital Wallet Terms of Use or contact a customer service representative.

Q. What do I need to use Google Pay?

A. In order to use Google Pay, you need an eligible Citizens Bank Debit Mastercard™ or business debit card or consumer credit card, a compatible Google device, a Google account and a Screen Lock setup on your device. Your phone also needs to support NFC (Near Field Communication) and HCE (Host Card Emulation). Visit the Google Pay website to determine if your device is compatible.

Q. What cards are eligible for Google Pay?

A. Your Citizens Bank Debit Mastercard(s) and business debit cards, as well as, your consumer credit cards, are eligible for use with Google Pay.

Q. How do I add my Citizens Bank Debit Mastercard(s) and consumer credit card(s) to Google Pay?

A. Just follow these simple steps:

1. Open the Google Pay app on your phone

2. If you have multiple Google Accounts in Google Pay: At the top left of the app, touch your name, then choose the account you want to add a card to

3. At the bottom right, touch the plus sign +

4. Touch “Add a debit or credit card”

5. Use the camera to capture your card info or enter it manually

6. Upon successfully verifying certain information related to the debit card, your account will be approved and you may begin using Google Pay. 
7. To activate your credit card in the Digital Wallet, enter your credit card details. You will then receive a one-time passcode by text or email. Upon successfully entering the one-time passcode, you may begin using Google Pay. 

You can also add your card on the web by signing into payments.google.com. On the left, click “Payments methods.” At the top, click “Add a payment method” then “Add a card.” Enter your card info, then click “Save.”

Q. Can I add my cards to multiple devices?

A. Yes. There are no restrictions on adding the same payment cards to multiple devices. Please note that your cards must be added to each device and complete the card verification process separately. The total number of devices you can add the same cards to may vary by the card issuer. For additional information, contact the card issuer.

Q. Where can I use Google Pay?

A. You can use Google Pay at more than one million stores and restaurants where Visa contactless payments are accepted. Purchases can also be made within participating merchants’ Google apps by selecting the Google Pay purchase button. For the most up-to-date information on where you can use Google Pay and a list of participating merchants visit the Google Pay Website.

Q. How do I make in-store purchases with Google Pay?

A. Google Pay can be used to make in-store payments at most merchants equipped with both NFC contactless payment terminals and traditional magnetic strip card readers. To make an in-store payment:

1. Swipe from the bottom of the screen to the top to access your payment cards.

2. If necessary, swipe to the left or right to access the desired card.

3. Place your finger on the Home key to verify your identity. If you are using your Google Pay PIN, touch PIN and enter your four-digit code.

4. Place the back of your device against the card or NFC reader on the payment terminal. Note: If the connection is unsuccessful or too much time has elapsed, retry. You will not be required to verify your identity.

5. If necessary, complete the transaction on the payment terminal. For example, if you are using a debit card, you are still required to enter your PIN. Some merchants/terminals may prompt you to verify the total charges are correct, while others will require a signature.
   
   

Q. How do I make my Citizens Bank Debit Mastercard(s) or credit card the default card in Google Pay?

A. Your default card in Google Pay is the first card you added. If you would like to change your default card:

1. Open the Google Pay app

2. If you have multiple Google Accounts in Google Pay: At the top left, touch your name, then choose an account.

3. Double tap a card, then touch “Set as default card.”

4. Or touch and drag a card to the “Default card” spot at the top of the app’s Home screen.
   
   

Q. Can I use Google Pay even without a Wi-Fi/cellular connection?

A. Yes, but you will need to connect every so often to refresh the app. This will help ensure Google Pay is ready to pay when you are.

Q. How does Google Pay secure the transaction?

A. Google Pay uses the HCE security provision and utilize the Cloud to secure token services for the PAN. Google Pay does not store the account or card numbers on the device, instead using tokenization for transactions. Each time a purchase is made, the Google Pay handset sends two pieces of data to the payment terminal. The first is a 16-digit token that represents the debit or credit card number, while the second piece is a one-time code or cryptogram that’s generated by the phone’s encryption key.

Q. How safe and secure are payments made through Google Pay?

A. Google Pay is secure. When you make payments with Google Pay and your debit or credit cards:

• Google Pay never uses your actual card number. Instead it uses a virtual account number so your card details and private info stay safe. Google Pay keeps all your payment information encrypted on secure servers. Your full details are never stored on your phone or shared with merchants when you buy something; they see your virtual account number instead.

• When you set up Google Pay, you will have to set a screen lock if you don’t already have one. We also recommend making sure Google Device Manager is on, which you can use if your phone is ever lost or stolen.
  
  

Q. What is a Virtual Account Number and how is it different from my Citizens Bank Debit Mastercard(s) and credit card number?

A. For your security, when you add your card to Google Pay, a Virtual Account Number is created for this card on that device. It is separate and unique to your device and different from your card account number. The Virtual Account Number is used instead of your actual card number when you make a purchase with Google Pay, so that your payment info isn’t shared with the merchant. If you add the card to multiple devices, each device will have a separate Virtual Account Number.

Q. Does Google Pay show my Citizens Bank Debit Mastercard(s) and credit card transactions?

A. Google Pay displays recent debit and credit card purchases you made with Google Pay on your device, but it won't display all your purchase details. You can obtain all of your debit and credit card transactions by signing into Bank-by-Net or our Mobile Banking App and select the appropriate account.

Q. How will Google Pay purchases appear on my monthly statement?

A. You will see all Google Pay purchases made with your Citizens Bank Debit Mastercard(s) and credit cards listed on your statement the same way as charges made with your physical cards.

Q. Why is my transaction amount sometimes reported differently in Google Pay?

A. Occasionally only initial authorization amounts will be passed to Google Pay, which might be different from the final transaction amount. As a result, you might see different transaction amounts from locations such as restaurants, gas service stations, hotels and car rental companies. Always refer to your account statement for final transaction details.

Q. How do I return an item I bought using Google Pay in a store?

A. To return something you bought in-store with Google Pay you will need your store receipt, just like you would for any other purchase. If the merchant asks you to swipe your card, simply unlock your device and hold the back to the contactless payment terminal. For some returns, you might have to provide the last 4 digits of your virtual account number.  You can find your virtual account number on the card details screen in your Google Pay app.  

Q. Do you charge any fees to use Google Pay?

A. No, we do not charge fees to use Google Pay. However, Google Pay does require an active data plan in order to work. Your data plan may apply additional message and data charges.

Q. What is a virtual card?

A. Virtual cards are the digital form of your eligible physical debit and credit cards. When you add your physical card to Google Pay, it is stored as a virtual card. It will have a unique virtual card number that is only associated with Google Pay.

Q. What are contactless payments?

A. A contactless payment is a transaction using chip-based technology that does not require a physical connection between the payment device (a card or mobile device) and the physical merchant terminal.

Q. What should I do if my Google device is lost or stolen?

A. If you believe your device or Google Pay card information has been lost, stolen or compromised in any way, call us immediately at the number on the back of your card. If you locate your device after your card was disabled by us, you will need to add your card back to Google Pay. If you phone is lost or stolen, you can find, lock, or erase it using Google Device Manager. Since Google Pay doesn’t store your card details on your phone, anyone who finds or steals your phone won’t be able to access that information, even if it’s unlocked.

Your physical debit and credit cards can continue to be used for purchases, even if you lose your device. Your original terms and conditions still apply.

Q. What if I lose my Citizens Bank Debit Mastercard(s) or credit card?

A. Please call us immediately. We will close your card so that no more purchases can be made. Please also mention that you are an Google Pay customer and remove the lost or stolen card from Google Pay using the “Remove card” option. Once you receive your replacement card, it will need to be added to Google Pay before purchases can be made.

Q. If I erase my Google device or delete my cards from Google Pay, does that cancel my physical cards or can I continue to use them?

A. Erasing the information on your device will have no effect on your physical cards. You can continue to use your cards as you normally would. However, erasing your device or deleting your cards from Google Pay will remove the virtual cards from your device and they can no longer be used. You can add your debit and credit cards back into Google Pay at any time.

Q. Where can I learn more about Google Pay?

A. For more information about Google Pay, please visit the Google Pay website.

Google Pay™ is a trademark of Google Inc., including select Google services and devices. Google, Google Pay, the Google Logo, Google Play and the Google Play Logo are trademarks of Google Inc. 

Samsung Pay is changing how you shop online and in stores with their revolutionary contactless payment technology and security features.

It’s secure:

• Your account or card numbers are never stored on Samsung’s server and merchants won’t see card numbers, contact information, or security codes.
• If your phone is lost or stolen, you can use Samsung’s remote device management feature to lock the screen and change the password.

It’s easy to set up: 

• Make sure your compatible Samsung device is updated with Samsung Pay.
• To add your Citizens Bank Debit Mastercard(s) and Citizens Bank Visa Credit Cards(s) to Samsung Pay:
  • Open the Samsung Pay App 
  • Tap Menu in the top left corner, then tap Cards
  • Tap Add Card (blue+card icon)
  • Add credit/debit card
  • Follow the on screen instructions to register your card.  When you add a card, you must agree to the card's terms and conditions.  If you have any questions about the terms, contact Citizens Bank's customersupport@citizensbank24.com.
• Secure it with your fingerprint and backup PIN and you’ll be ready to go.

Look for these icons at checkout:

Samsung^®, Samsung Pay^®, Samsung Galaxy S6^®, Samsung Galaxy S6 edge^®, Samsung Galaxy S6 edge+^®®, and Samsung Galaxy Note^® 5 are registered trademarks of Samsung Electronics Co., Ltd.

For more information, please refer to the Digital Wallet Terms of Use or contact a customer service representative.

Q. What do I need to use Samsung Pay?

A. In order to use Samsung Pay, you need an eligible Citizens Bank Debit Mastercard™ consumer or business debit card or consumer credit card, as well as, a compatible Samsung device. Visit the Samsung Pay website for the most up-to-date list of compatible devices and requirements.

Q. What cards are eligible for Samsung Pay?

A. Your Citizens Bank consumer and business debit cards, as well as, your consumer credit cards are eligible for use with Samsung Pay.

Q. How do I add my Citizens Bank Debit Mastercard(s) and consumer credit card(s) to Samsung Pay?

A. Just follow these simple steps:

1. Install the Samsung Pay app on your phone (on compatible devices, a shortcut to download and install the app is preloaded).

2. Open the Samsung Pay app. Your Samsung account will be automatically linked to Samsung Pay. Sign in to your Samsung account if you’re not already signed in (or create a new Samsung account if you don’t already have one). Touch “START” to continue.

3. Set up your verification method (fingerprint or PIN).

4. Touch “ADD” or, if this is the first payment card being added, touch “Add a debit or credit card.”

5. Use the camera to capture your card info or enter it manually.

6. Enter the remaining information and agree to the terms and conditions.

7. Use your finger or a stylus to enter your signature and touch “SAVE” then touch “DONE” to complete the process.

8. Your card will be verified in about 10 minutes and then it can be used to make a purchase.

9. Upon successfully verifying certain information related to the debit card, your account will be approved and you may begin using Samsung Pay. 
10. To activate your credit card in the Digital Wallet, enter your credit card details. You will then receive a one-time passcode by text or email. Upon successfully entering the one-time passcode, you may begin using Samsung Pay. 
    
    

Q. Can I add my cards to multiple devices?

A. Yes. There are no restrictions on adding the same payment cards to multiple devices. Please note that your cards must be added to each device and complete the card verification process separately. The total number of devices you can add the same cards to may vary by the card issuer. For additional information, contact the card issuer.

Q. How does Samsung Pay differ from Apple Pay or Google Pay?

A. The main difference is that Samsung Pay works at almost all stores that accept debit and credit cards, not just those with tap-to-pay NFC terminals.

Q. Where can I use Samsung Pay?

A. Samsung Pay works almost anywhere you can swipe your card or tap and pay. Samsung Pay is the only mobile payment service that works at the majority of U.S. retail locations. To see the most up-to-date information on where you can use Samsung Pay visit the Samsung Pay website.

Q. How do I make in-store purchases with Samsung Pay?

A. Samsung Pay can be used to make in-store payments at most merchants equipped with both NFC contactless payment terminals and traditional magnetic strip card readers. To make an in-store payment:

1. Swipe from the bottom of the screen to the top to access your payment cards.

2. If necessary, swipe to the left or right to access the desired card.

3. Place your finger on the Home key to verify your identity. If you are using your Samsung Pay PIN, touch PIN and enter your four-digit code.

4. Place the back of your device against the card or NFC reader on the payment terminal. Note: If the connection is unsuccessful or too much time has elapsed, retry. You will not be required to verify your identity.

5. If necessary, complete the transaction on the payment terminal. For example, if you are using a debit card, you are still required to enter your PIN. Some merchants/terminals may prompt you to verify the total charges are correct, while others will require a signature.
   
   

Q. How do I make my Citizens Bank Debit Mastercard(s) or credit card the default card in Samsung Pay?

A. Samsung Pay does not have the option to set a default card. The last card you made a purchase with Samsung Pay will automatically appear as your default card the next time you open the app.

Q. Can I use Samsung Pay even without a Wi-Fi/cellular connection?

A. Yes, although you will only be able to make 10 payments without the device being on Wi-Fi or cellular data. You will also need to have an active internet connection to add a card and to access transaction history.

Q. How does Samsung Pay secure the transaction?

A. Samsung Pay uses the HCE security provision and utilize the Cloud to secure token services for the PAN. Samsung Pay does not store the account or debit or credit card numbers on the device, instead using tokenization for transactions. Each time a purchase is made, the Samsung Pay handset sends two pieces of data to the payment terminal. The first is a 16-digit token that represents the debit or credit card number, while the second piece is a one-time code or cryptogram that’s generated by the phone’s encryption key.

Q. How safe and secure are payments made through Samsung Pay?

A. Samsung Pay is secure. When you make payments with Samsung Pay and your Citizens Bank Debit Mastercard(s) or credit cards:

• Your personal, transactional, and payment information are protected by tokenization and authentication methods to secure your information. In addition to the security measures implemented by Samsung Pay, Samsung’s KNOX service constantly monitors suspicious activity within the device to protect from any malicious attacks.

• Samsung Pay never uses your actual card number. Instead it uses a digital account number (or token) so your card details and private info stay safe. Samsung Pay keeps all your payment information encrypted on secure servers. Your full details are never stored on your phone or shared with merchants when you buy something; they see your token instead.

• Samsung does not store or have access to the payment information added to Samsung Pay. The last four digits of the card number will be displayed on the card image in Samsung Pay to help you manage your cards.

• When you make a payment, you will need to authenticate by using your fingerprint or Samsung Pay PIN before the information can be sent to the payment terminal.

• If your device is ever lost or stolen, Samsung offers a free service to remotely lock or erase Samsung Pay. The service also has the ability to locate your device and erase all your stored personal information.
  
  

Q. What is a Device Account Number and how is it different from my Citizens Bank Debit Mastercard(s) and credit card account number?

A. For your security, when you add your card to Samsung Pay, a Device Account Number is created for this card on that device. It is separate and unique to your device and different from your card account number. Your Device Account Number is used to make purchases with your card using Samsung Pay. If you add the card to multiple devices, each device will have a separate Device Account Number.

Q. Does Samsung Pay show my Citizens Bank Debit Mastercard(s) and credit card transactions?

A. Samsung Pay displays recent debit and credit card purchases you made within the Wallet, but it won't display all your purchase details. You can obtain all of your debit and credit card transactions by signing into Bank-by-Net or our Mobile Banking App and select the appropriate account.

Q. How will Samsung Pay purchases appear on my monthly statement?

A. You will see all Samsung Pay purchases made with your Citizens Bank debit and credit cards listed on your statement the same way as charges made with your physical cards.

Q. Why is my transaction amount sometimes reported differently in Samsung Pay?

A. Occasionally only initial authorization amounts will be passed to Samsung Pay, which might be different from the final transaction amount. As a result, you might see different transaction amounts from locations such as restaurants, gas service stations, hotels, and car rental companies. Always refer to your account statement for final transaction details.

Q. How do I return an item I bought using Samsung Pay in a store?

A. To return something you bought in-store with Samsung Pay you will need your store receipt, just like you would for any other purchase. If the merchant asks you to swipe your card, swipe up from the home button or open the Samsung Pay app, select the card you paid with, verify your fingerprint and then hover your device over the card reader to complete the return. For some returns, you might have to provide the last 4 digits of your device account number. You can find your device account number on the card details screen in your Samsung Pay app. 

Note: If the merchant requires you to swipe the original card used to make the purchase:

• You will need to use Samsung Pay to complete the return if you used Samsung Pay to make the purchase. You will not be able to use Samsung Pay to complete the return if you used your physical card to make the purchase.

• You will need to use your physical card to complete the return if you used your physical card to make the purchase. You will not be able to use your physical card to complete the return if you used Samsung Pay to make the purchase.
  
  

Q. Do you charge any fees to use Samsung Pay?

A. No, we do not charge fees to use Samsung Pay. However, Samsung Pay does require an active data plan in order to work. Your data plan may apply additional message and data charges.

Q. What is a virtual card?

A. Virtual cards are the digital form of your eligible physical debit and credit cards. When you add your physical card to Samsung Pay, it is stored as a virtual card. It will have a unique virtual card number that is only associated with Samsung Pay.

Q. What are contactless payments?

A. A contactless payment is a transaction using chip-based technology that does not require a physical connection between the payment device (a card or mobile device) and the physical merchant terminal. 

Q. What should I do if my Samsung device is lost or stolen?

A. If you believe your device or Samsung Pay card information has been lost, stolen or compromised in any way, call us immediately at the number on the back of your card.  If you locate your device after your card was disabled by us, you will need to add your card back to Samsung Pay. Samsung offers a free service to remotely lock or erase Samsung Pay. The service also has the ability to locate your device and erase all your stored personal information. We recommend enabling Find My Mobile in your Samsung account in advance, in case you need to search for it. To enable Find My Mobile so that you can remotely lock or erase your device:

• Log in to the Find My Mobile service with your Samsung account

• Select the device on which you want to use this feature and check its status

• Select the On button next to Remote Controls

• Select Locate my device from the menu on the left

Your physical debit and credit cards can continue to be used for purchases, even if you lose your device. Your original terms and conditions still apply.

Q. What if I lose my Citizens Bank Debit Mastercard(s) or credit card?

A. Please call us immediately. We will close your card so that no more purchases can be made. Please also mention that you are a Samsung Pay customer. Samsung Pay will show your card to be invalid once you have closed your debit or credit card. Once you receive your replacement card, it will need to be added to Samsung Pay before purchases can be made.

Q. How do I remove a card from Samsung Pay?

A. You can quickly delete a payment card from Samsung Pay. Deleting a card will only remove the payment information, including the digital card number (token) from the device. Your physical card will remain active. To remove a payment card:

• Navigate to and touch Apps > Samsung Pay

• Touch debit or credit

• Touch the card you want to remove

• Touch the View More icon, then touch Delete card

• Select the reason why you want to remove the card, then touch DELETE

• To remove the card, touch DELETE again
  
  

Q. If I erase my Samsung device or delete my cards from Samsung Pay, does that cancel my physical cards or can I continue to use them?

A. Erasing the information on your device will have no effect on your physical cards. You can continue to use your cards as you normally would. However, erasing your device or deleting your cards from Samsung Pay will remove the virtual cards from your device and they can no longer be used. You can add your debit and credit cards back into Samsung Pay at any time.

Q. Where can I learn more about Samsung Pay?

A. For more information about Samsung Pay, please visit the Samsung Pay website.

Samsung®, Samsung Pay®, Samsung Galaxy S6®, Samsung Galaxy S6 edge®, Samsung Galaxy S6 edge+®, and Samsung Galaxy Note® 5 are registered trademarks of Samsung Electronics Co., Ltd.