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Samsung PayTM - Frequently Asked Questions

1. About Samsung Pay

  
What is Samsung Pay and can I participate as an American Express® Card Member?

Samsung Pay allows eligible U.S. Card Members to use compatible Samsung phones to pay at U.S. merchant locations that accept American Express Cards. With Samsung Pay, you can hover and pay in-store with your phone at card readers where you would traditionally swipe or tap your Card.

As an American Express Card Member, you can also get these features in Samsung Pay:

  • Real-time notifications and details about all your purchases, whether you use your Samsung device or your physical Card.
  • Seamless connection with the Amex® Mobile app for enhanced account monitoring, servicing on the go and access to rewards and offers.

  
How can I make a purchase with Samsung Pay?

To use Samsung Pay for purchases, you must first add your eligible Card on your compatible Samsung phone using the Samsung Pay app. Once your Card has been added, swipe-up from the home button (i.e. Simple Pay) or open the Samsung Pay app from your home screen. Next, select the Card you want to pay with. Then, verify with your fingerprint, iris or Samsung Pay PIN, and hover your phone over the card reader where you’d usually swipe your physical Card or tap to complete the transaction. The card reader or cashier will tell you once your purchase is complete.

Simple Pay is a quick and easy way to access your Cards directly from the Home screen, Apps menu or lock screen by swiping up from the home button. To learn more, please visit Samsung’s support page on Simple Pay.

If you are using your Samsung Gear to make a purchase, add an eligible Card using the Samsung Gear app on your phone. Once your Card has been added, press the Up button on your Gear for 2+ seconds to bring up the Card. You may be prompted to enter your Gear PIN. Next, make a payment by hovering your Gear over the card reader if using Gear S3 (or near the contactless or Samsung Pay symbol if using Gear S2). The card reader or cashier will tell you once your purchase is complete. 

  
Where can I use Samsung Pay?

You can use Samsung Pay at U.S. merchant locations that accept American Express Cards where you can swipe or tap your Card. Please note that while Samsung Gear S2 only works at contactless terminals, Samsung Gear S3 works at both contactless and magnetic stripe terminals. 

You can also purchase gift cards from popular retailers in the Samsung Pay app with your eligible American Express Card. Samsung Pay does not currently work with traditional dip readers (e.g. gas station pumps). For more information on where you can pay with Samsung Pay, visit Samsung.com/Samsungpay.

  
Which Cards are eligible for Samsung 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 Amex branded and third party branded prepaid cards issued by Amex 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

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.

  
Which devices are compatible with Samsung Pay?

Samsung Pay is supported on the Galaxy S6 and up, Note5 phones and up, as well as on Samsung Gear S2 and up when it is paired with a compatible phone. Please visit Samsung.com for a full list of compatible devices.

  
Is my Card account number or other information being shared with Samsung?

To deliver the best Samsung Pay experience, we will share certain account information about each Card you have selected to use with Samsung Pay and will make that information available for display on your phone, such as data for your recent purchases. At any time, you can turn off the display of transaction notifications for all Cards manually within the Samsung Pay app by adjusting the “Transaction Notifications.” We will never share your physical Card account number with Samsung. If you have additional questions about your phone’s security features, please contact Samsung directly.

  
How secure is a Samsung Pay transaction?

Your Card in Samsung Pay is protected by your PIN, iris or fingerprint.  For your security, when you make a purchase using Samsung Pay, you must verify with your fingerprint, iris or PIN. A digital card number, separate and unique from your physical Card account number, is used to make a purchase with Samsung Pay. All of your payment information will be stored securely on your phone using Samsung KNOX. Your physical Card details are never shown in the app or shared with the merchant when you make payments.

  
What is a digital card number and how is it different from my Card account number?

For your security, when you add your eligible American Express Card to Samsung Pay, a digital card number – separate from your physical Card account number and unique to your phone – is created. Your digital card number is used to make purchases with your Card using Samsung Pay. The last four digits of your digital card number are listed to the left of the Card in the Samsung Pay app.

2. Getting Started

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

To add an eligible American Express Card on a compatible Samsung phone, open the Samsung Pay app and then tap “Add.” 

To add an eligible American Express Card on Samsung Gear, you must first pair it with a supported Samsung phone using the phone's Samsung Gear app. Once paired, open the Samsung Gear app, go to "Samsung Pay" and tap on "Add Card."

When adding your Card, you can choose to take a picture of your physical Card or manually enter your Card information. For each Card you add, you will need to enter your security code (the 4 digit number on the front of your Card), billing address and accept the American Express Terms of Use for Samsung Pay. You must associate the Card you want to add to your Samsung Pay account with the same billing address you provided to American Express for the same eligible Card. You are also subject to Samsung’s own terms & conditions.

  
Where is the Security Code? Why is it required?

For security reasons, you will be required to enter your security code when adding your Card to Samsung 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. For Samsung Gear, you will need to enter the Verification Code for the Card you are adding by going to the Samsung Gear app on your supported Samsung phone. 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 phone?

Yes. At this time, American Express allows up to five eligible American Express Cards in Samsung Pay on a phone.

  
Can I add my Card to multiple devices?

Yes, you can add your eligible American Express Card on up to five devices. For each of your devices, you will need to add your Card by visiting the Samsung Pay app, if using your phone, or the Samsung Gear app, if using your Gear. If you have an issue adding additional Cards, please contact American Express Customer Care at the number on the back of your physical Card.

  
Can I use my Card with multiple Samsung accounts?

Yes, American Express allows you to add your eligible American Express Card to two unique Samsung accounts.

3. Using Samsung Pay

  
Do I need to have an active internet connection for Samsung Pay to work?

An active internet connection is not required to make in-store purchases. There is a limit of five authentications/transactions during a period without internet access, after which your phone will need an internet connection to make additional authorizations. You will also need an active internet connection to activate the app or add a new Card.

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

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

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

The return policy will vary by merchant. You can return items purchased using your Card with Samsung Pay by:

  • Providing the merchant with the last four digits of your digital card number instead of your physical Card account number. The last four digits of your digital card number for your Card are listed to the left of the Card in the Samsung Pay app.
  • Or, by using the same Card with Samsung Pay you used to make the purchase to complete the return at the merchant’s card or contactless reader.

Please remember to keep the original receipt you received from the merchant at the time of purchase as the transaction details listed in Samsung Pay are not an official receipt. 

  
Do I still get the same benefits (for example, Membership Rewards® points) associated with my Card when I use Samsung Pay? Can I take advantage of Amex Offers using Samsung Pay?

For purchases processed directly by the merchant, you receive all the same rewards, security and benefits and can take advantage of Amex Offers. However, please note that in some instances, purchases made with an eligible American Express Card with Samsung Pay may not receive all of the benefits, loyalty points, rewards or offers of the Card if the purchase is not processed directly by the merchant. For example, you may not receive all of the benefits, loyalty points, rewards or offers if the merchant uses a third party to facilitate in-store or in-app payments on its behalf.

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

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

4. Managing Your Card(s) in Samsung Pay

  
Where can I view and manage my Card(s) in Samsung Pay?

You can view and manage your Card(s) added to Samsung Pay in the Samsung Pay app. Tap on your Card to view your Card details including transactions and your digital card number. You also have the ability to delete your Card from the phone from the 3 vertical dots menu in the upper right-hand corner.

For Samsung Gear, you can view and manage your Card(s) added to Samsung Pay either on the Gear itself or in the Samsung Gear app on your supported Samsung phone. To view and manage your Card(s) on Samsung Gear, press the Up button for 2+ seconds and tap the 3 vertical dots on the right to bring up Card settings. To view and manage your Card(s) on your phone, simply tap on an individual Card to manage the settings associated with that Card in the Samsung Gear app.

To view and manage your Card(s) added to Samsung 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 Samsung Pay using your device.
  • “Resume” to resume the functionality to make payments with your Card in Samsung Pay. This will only appear as an option if you previously “Suspended” your Card on americanexpress.com.
  • “Remove” to remove your Card from Samsung Pay. If you want to add your Card to Samsung Pay again, please see FAQ above “How can I add my Card to Samsung Pay to use it for payments?”  

  
I’m getting transaction notifications for my Card in Samsung Pay on my phone. What are these notifications and how can I turn them on/off?

After you have added your Card to Samsung Pay, you will receive transaction notifications for purchases you make using your American Express Card in Samsung Pay and your physical Card. To turn off "Transaction Notifications" for all Cards, open the Samsung Pay app, tap “More,” and tap "Settings." To turn off Notifications for your Gear, you will need to go to the Samsung Pay section within the Samsung Gear app on your phone. Please keep in mind that by turning off your "Transaction Notifications" you will no longer receive transaction notifications from Samsung 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 Samsung 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 Samsung Pay? Why is the information different from my American Express Online Statement?

Samsung Pay provides you with information about the recent purchases you’ve made with your phone and physical Card. From time to time, the merchant name listed with your purchases in Samsung Pay may be displayed differently than the information on your American Express statement. Please know this does not affect your transactions.

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, and 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 Samsung 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 with Samsung Pay?

No. Your digital card number is connected to your new Card number automatically. You can use your eligible Card in Samsung 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 Samsung Pay?

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

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

If you believe your phone or Samsung 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 Samsung’s “Find My Mobile” to help you find, lock and erase your phone, , 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 Samsung Pay?” on how to suspend or remove your Card).