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Google PayTM - Frequently Asked Questions1

1. About Google Pay

  
What is Google Pay, as used by American Express, and can I participate as an American Express® Card Member?

As used by American Express in these Frequently Asked Questions (FAQs), “Google Pay” is the Google service that allows you to add a digital version of an eligible Card (including the physical card art) to the Google Pay app on your compatible device. Google refers to this service as “Google Pay with Virtual Account Numbers and Linked Third-Party Accounts” and previously referred to it as Android Pay.

Google Pay allows eligible U.S. Card Members to use compatible Android devices to pay on the go at U.S. merchant locations that accept American Express contactless payments, in participating merchant apps and on participating merchant websites. As an American Express Card Member, you can also get these features in the Google Pay app:

  • Notifications and details about your purchases made with your Card, whether or not made using your eligible Android device. 
  • Seamless connection with the Amex® Mobile app for enhanced account monitoring, servicing on the go and access to rewards and offers.

Please know that, Google Pay, as used by American Express, does not include making purchases with an eligible American Express Card in Google Payments or other Google properties even if they are also branded by Google as Google Pay. To make a payment with the digital version of an eligible American Express Card (added to your device) in Google Pay, select the payment method at checkout that displays the card art of your eligible Card. See Terms of Use for more information. 

  
How does Google Pay work?

To use Google Pay for in-store purchases, you must first add your eligible Card to your compatible Android device using the Google Pay app. If you don’t already have the Google Pay app on your device, you can download it from the Google Play Store

You can also use Google Pay for in-store purchases with an Android Wear watch paired with a compatible Android or iOS device. To do so, you must first add your eligible Card to Google Pay on your Android Wear watch by using the Google Pay companion app on your compatible Android device or the Android Wear companion app on your compatible iPhone. If you don’t already have the Android Wear companion app on your compatible iPhone, you can download it from the iOS App Store.

Once your Card has been added, wake up and unlock your device when you are ready to make a payment. Then hold your device near the contactless reader until your device beeps or vibrates and a checkmark appears on the screen indicating your payment is complete.

When adding your Card to Google Pay, you will also be adding your Card to Google Payments. This allows you to use your Card to make purchases in places like the Google Play Store and online with Google. For more information on Google Payments including the terms of use, please visit payments.google.com.

  
Where can I use Google Pay?

You can use Google Pay to make payments with your compatible Android device wherever American Express contactless payments are accepted. Just look for the Google Pay and/or contactless symbol at checkout. 

Flux_Contactless

You can also use Google Pay in participating merchant apps with supported devices. Look for the "Google Pay" or “Buy with Google Pay” button at checkout within the apps. For a list of where you can pay with Google Pay, visit pay.google.com/about/where-to-use.

BuyWithAndroidPay_150x56

  
Which Cards and devices are eligible for Google Pay?

An "eligible American Express Card" means an American Express U.S. Consumer or Small Business credit or charge Card that is not cancelled and that is issued by a U.S. banking subsidiary of American Express. The following American Express Corporate Cards issued by American Express Travel Related Services Company, Inc. to an employee of a commercial Card customer working in the United States are also eligible: 

  • American Express® Corporate Green Card
  • American Express® Corporate Gold Card
  • American Express® Corporate Platinum Card
  • American Express® Corporate Centurion Card
  • American Express®/ Business Extra® Corporate Card
  • American Express® Corporate Defined Expense Program Corporate Card

The following American Express branded and third party branded prepaid cards issued by American Express are also eligible Cards: 

  • American Express Gift Cards (including American Express mall-branded Gift Cards)
  • American Express Business Gift Cards
  • American Express Reward Cards
  • American Express Secure Pay Cards (collectively “Gift Cards”)
  • American Express Serve, and any other prepaid card issued for use by American Express Serve, except Bluebird or Target RedCard branded cards

American Express does not support the following:

  • Purchases made through Google Pay with a Card other than an eligible American Express Card (see above)
  • Purchases made through a 3rd party such as a Google Wallet Card or a virtual MasterCard card funded with an American Express Card

If you have a valid American Express Card issued by a licensed third-party financial institution, please check with your issuer if you are eligible to participate by calling the number on the back of your Card.

To learn which devices are eligible for use with Google Pay, please visit the Google Play Store

  
Is my Card information and/or purchase transactions being shared with Google?

We will share your recent purchase transactions made with an eligible Card that has been added to Google Pay whether or not such transactions were made with an Android device.  We will not share purchase transactions made by any Additional Card Member on your Card account. 

When adding an eligible Card to Google Pay, you will be sharing your Card information with Google as well as adding your Card to Google Payments. This allows you to use your Card to make purchases in places like the Google Play Store and online with Google. For more information on Google Payments, please visit payments.google.com. If you have any additional questions about your device’s security features, please reach out to Google directly.

  
How secure is my Card information when I use Google Pay for a purchase?

Your Card on your eligible Android device is protected by your secure Android device lock - PIN, password or pattern. For your security, when you make a purchase using Google Pay on your eligible Android device, you must unlock your device using device lock. Please know that you only need to unlock the Android Wear watch when you place it on your wrist. Once the watch is on your wrist, you will be able to make purchases without unlocking it. All of your payment information will be encrypted with SSL (secure socket layer) technology and stored on secure servers. Your physical Card details are never shown in the app or shared with the merchant when you make payments.

2. Getting Started

  
How can I add my eligible Card to Google Pay to use it for payments?

To add an eligible American Express Card, including American Express Gift Cards, on an eligible Android device, open the “Google Pay app” on your device and tap the “+” sign. For the Android Wear watch, please know that you must first initiate the “Add-a-Card” flow on your watch and complete the process on your Android mobile device.  If you do not have the Google Pay app, you can download it from the Google Play Store.

To add an eligible Card to an Android Wear watch using a compatible iPhone, you must first download the “Android Wear app” to your iPhone from the iPhone App Store. Once downloaded, launch the “Google Pay app” on the watch to initiate the “Add-a-Card” flow and then complete the process on your iPhone. 

When adding your Card, you can choose to add the Card you already have added to your Google account or add new Cards by manually entering your Card information or taking a picture of your Card. You will always need to enter your Security Code (the 4 digit number on the front of your Card) and accept the American Express Terms of Use for Google Pay each time you add a Card to Google Pay. You are also subject to Google Payments’ own terms & conditions.

  
What is a Security Code? Why is it required?

For security reasons, you will be required to enter your Security Code when adding your Card to Google Pay. The Security Code for your American Express Card (Card ID or CID) is the 4 digit, non-embossed number printed above your Card account number on the front of your physical Card.

  
I was prompted to receive a one-time Verification Code. What is this and why is it required?

For security purposes, we may ask you to enter a one-time Verification Code to confirm your identity. This code is a unique series of numbers and/or letters that you can choose to receive via email or text. If prompted, please select how you wish to receive the one-time Verification Code and then enter that code into the appropriate field. Please note that you will need a working Internet and/or data connection to receive a one-time Verification Code.

Your one-time Verification Code may expire if you aren’t able to enter it within 10 minutes. You can request another code by selecting your preferred verification option again. If you are unable to get a one-time Verification code, please contact American Express Customer Care by calling the number on the back of your Card.

  
Can I add multiple Cards to my device?

Yes. At this time, American Express allows up to 5 eligible American Express Cards in Google Pay on a device.

  
Can I add my Card to multiple devices?

Yes, you can add your eligible American Express Card on up to 5 devices. For each of your devices, you will need to add your Card by visiting the Google Pay app or the Android Wear app for that device, as applicable.

  
Can I use my Card with multiple Google accounts?

Yes. At this time, American Express allows you to add your eligible American Express Card to two unique Google accounts in your wallets.

3. Using Google Pay

  
What is a Virtual Account Number and how is it different from my Card account number?

For your security, when you add your eligible American Express Card to Google Pay, a Virtual Account Number – separate and unique to your specific device – is created. Your Virtual Account Number is used to make purchases with your Card using Google Pay. To view the last four digits of your Virtual Account Number, tap on your Card in the Google Pay app and scroll down to your Card details.

  
How will a Google Pay transaction appear on my American Express statement?

All transactions completed with Google Pay will appear with “GglPay” on your American Express billing statement once they are posted.

  
How do I make a return for an item I purchased with Google Pay?

You can return items purchased using your Card in Google Pay by providing the merchant with the last four digits of your Virtual Account Number instead of your physical Card number. To find the last four digits of the Virtual Account Number for your Card, tap on your Card in the Google Pay app on your eligible Android device and scroll down to your Card details. Instead of doing so, you can also open the Google Pay app, select the Card you used to make the purchase and hold your device near the contactless terminal at the merchant. The terminal will recognize the last four digits of your Virtual Account Number. Please remember to keep the original receipt you received from the merchant at the time of purchase as the Google Pay receipt is not an official proof of purchase. 

  
Do I still get rewards (for example, Membership Rewards® points) when I use Google Pay?

Yes, you receive all of the same rewards, security and benefits of your eligible American Express Card when you use it with Google Pay. Please visit your Card account on americanexpress.com or in the Amex Mobile app to see your individual Card benefits. 

If you make purchases outside of Google Pay with an eligible American Express Card in Google Payments or other Google properties (even if also branded by Google as Google Pay), some of those purchases may not receive the benefits (e.g., Purchase Protection), loyalty points, rewards or offers you may otherwise have received had you used that American Express Card directly with the merchant.

  
Can I take advantage of Amex Offers using Google Pay?

Yes. If you enroll your eligible Card in Amex Offers at merchants that accept American Express contactless payments, you can make qualifying purchases using Google Pay that will be eligible for the offers. To learn more about enrolling in eligible offers, please visit amexoffers.com

Please know that if you make qualifying purchases outside of Google Pay with an eligible Card in Google Payments or other Google properties (even if they are also branded by Google as Google Pay), some of those purchases may not be eligible for the offers.  

  
I’m having a problem with my device’s software or hardware. What should I do?

If you are having difficulty with your software or hardware, please visit the Google Pay Help Center.

4. Managing Your Card(s) in Google Pay

  
Where can I view and manage my Card(s) added to Google Pay?

You can view and manage your Card(s) added to Google Pay in the Google Pay app and in the Android Wear app. When you tap on your Card, scroll down to view your Card details including transactions and your Virtual Account Number. You may remove one or more of your eligible Cards by tapping or clicking “Remove Card" or "Deactivate in-store.”

To view and manage your Card(s) added to Google Pay on americanexpress.com, follow these steps:

1. Log into americanexpress.com with your User ID and Password

2. Select your eligible Card

3. Tap or click “Account Services,” then “Card Management,” and finally, “Manage Digital Wallets” 

4. Locate the device and select:

  • “Suspend” to temporarily suspend making payments with your Card in Google Pay using your device.
  • “Resume” to resume the functionality to make payments with your Card in Google Pay. This will only appear as an option if you previously “Suspended” your Card on americanexpress.com.
  • “Remove” to remove your Card from Google Pay. If you want to add your Card to Google Pay again, please see FAQ above “How can I add my eligible Card to Google Pay to use it for payments?”  

  
I’m getting push notifications for my Card in Google Pay on my device. What are these notifications and how can I turn them on/off?

After you have added your Card to Google Pay, you will receive "Transaction Notifications" for purchases you make with your Card, whether or not the purchases were made using your eligible Android device. You can turn off these notifications under “Settings” in the Google Pay app. Please keep in mind that by turning off your "Transaction Notifications," you will no longer receive these push notifications from Google Pay. Please know that you will not receive “Transaction Notifications” if you “Suspend” your Card (see FAQ above, “Where can I view and manage my Card(s) added to Google Pay?” on how to suspend your Card). When you “Resume” your Card, you may see “Transaction Notifications” again if they were turned on prior to suspending your Card.

  
What are the Card transactions listed in Google Pay? Why is the information different from my American Express Online Statement?

The Google Pay app tries to provide you with the most relevant information about the places where you’ve made payments with your Card, whether or not using your Android device. From time to time, information about the merchant locations where you’ve used Google Pay (such as the business name and street address) may be displayed differently in your Google Pay app than the information on your American Express statement. Please know this does not affect your transactions. However, if you’d like to report any incorrect information, please contact Google via the Google Pay Help Center

You may also receive notifications and see transactions listed for pre-authorizations that haven’t been posted to your account yet. For example, a hotel or gas station may pre-authorize an amount initially, then submit the final charge based on the actual amount of your purchase. Please refer to your official American Express Card account information on americanexpress.com or in the Amex Mobile app.

If you “Suspend” your Card (see FAQ above, “Where can I view and manage my Card(s) added to Google Pay?” on how to suspend your Card), you will not be able to view transactions made with that Card during the suspension period. You will continue to be able to view transactions made prior to the suspension period. You may view transactions made with that Card again after you “Resume” your Card. 

  
If I receive a replacement American Express Card, do I need to update my Card information in Google Pay?

No. Your Virtual Account Number is connected to your new Card number automatically. You can use your eligible Card in Google Pay to make purchases before receiving your new physical Card. If you do not want American Express to share this updated information, please call the number on the back of your Card.  

  
If I have replaced my American Express Gift Card or my American Express Serve Card, do I need to update the Card information in Google Pay?

Yes. If you have replaced your American Express Gift Card or your American Express Serve Card, once you receive your replacement physical Card in the mail, you will need to update the Card information in Google Pay.

  
My device is lost or was stolen and I want to delete my Card. What should I do?

If you believe your device or Google Pay Card information has been lost, stolen or compromised in any way, call American Express Customer Care immediately at the number on the back of your physical Card. You can also go to Android Device Manager to help you find, lock and erase your device, or to americanexpress.com to “Suspend” or “Remove” your eligible Card (see FAQ above “Where can I view and manage my Card(s) added to Google Pay?” on how to suspend or remove your Card). 

1Please read the first FAQ above “What is Google Pay, as used by American Express, and can I participate as an American Express Card Member?” for important details about using your eligible American Express Card in Google Pay. See Terms of Use for more information.