Frequently Asked Questions

Transcription

1 Frequently Asked Questions 1. What is Samsung Pay? Samsung Pay is a secure and easy-to-use mobile payment service. You can add your SBI Debit Card issued on Visa and MasterCard platform on your Samsung galaxy smartphones which allows you to make purchases almost everywhere. 2. How does Samsung Pay work? Samsung Pay uses patented Magnetic Secure Transmission (MST) and Near Field Communication (NFC) to make contactless mobile payments. 3. Which SBI Debit Card can I register for Samsung Pay? You can register any SBI Debit Card issued on Visa and MasterCard platform. Currently, Samsung Pay doesn t support SBI Debit Cards issued on Maestro and RuPay platform which need technological upgradation. 4. I have a SBI Maestro Debit Card. How can I get replace it to MasterCard? You can apply for a MasterCard though internet banking or alternatively you can apply it through your SBI home branch. The Card will be replaced without any cost. 5. I have a SBI RuPay Debit Card. How can I get a MasterCard or Visa Card? You can apply it though internet banking or alternatively you can contact your SBI home branch. However, you have to bear the cost of Card replacement. 6. What devices are compatible with Samsung Pay in India? Samsung Pay supports Galaxy S8+, Galaxy S8, Galaxy S7 edge, Galaxy S7, S6 edge+, Note 5, Galaxy A7 (2017), Galaxy A5 (2017), A5 (2016), A7 (2016), Galaxy A9 Pro and Galaxy J7 Pro. For the updated list of the eligible Smartphones, please visit 7. Can I use Samsung Pay in foreign countries? This depends on the SBI Debit Card variant that you have registered for the Samsung Pay i.e., if your SBI Debit Card is an international variant then you can use it at foreign countries and if it is a domestic variant then you can use it only in India. 8. Can I use Samsung Pay for making online purchases? Currently Samsung Pay will not work for making online purchase. Currently it supports only in-store payments i.e., at face to face merchant establishments. 9. Can I use Samsung Pay at ATM? Currently Samsung Pay will not work at ATMs. Currently it supports only in-store payments i.e., at face to face merchant establishments. 10. How can I start using Samsung Pay? To use Samsung Pay, you need: i. A compatible Samsung device with the latest Android software ii. A supported SBI Debit Card iii. A Samsung account Registered fingerprint or Samsung Pay PIN

2 11. How can I register my SBI Debit Card? Cards can be either automatically registered by scanning your Card with Samsung Pay or manually inputting the Card details. In case you have opted for scanning method, please ensure to verify the Card details before proceeding further. Samsung Pay will prompt you to verify your identity through SMS for completing the registration process. Please note the SMS will be sent to the registered mobile number only. 12. How will I receive an OTP for the activation of Card in Samsung Pay? For activation of the Card while registering it, the OTP can be generated through an SMS and will be sent to your registered mobile. 13. For what duration is this OTP Valid? This OTP is valid for 3 minutes and in case a new OTP is needed the registration can be re done and same process has to be carried out again. 14. How many Cards can I register into Samsung Pay? You can register up to 10 payment Cards in Samsung Pay which can include Cards issued by other issuers. 15. How long will it take for my Card to activate after registering it to Samsung Pay? The average amount of time between the request for activation and approval will be within minutes, but can take up to 10 minutes after any additional verification requirements have been met. If this amount of time has been exceeded, remove the digital Card from Samsung Pay and register it again. 16. How can I create Samsung Pay account? When you open Samsung Pay for the first time, you will be asked to sign in to a Samsung account. If you do not have an account, you can create one at that time. 17. Can I download Samsung Pay from Play store or Galaxy App? No, you cannot download Samsung Pay from Play Store or Galaxy App. App will be installed through software update or maintenance release update. 18. How secure is Samsung Pay? Samsung Pay uses leading edge tokenization and authentication methods to secure your information. Samsung Pay also uses biometrics as a security measure, enabling users to authenticate Samsung Pay via fingerprint or Secured PIN. In addition to the security measures implemented by Samsung Pay, Samsung s KNOX service constantly monitors suspicious activity within the device for protection against from any malicious attacks. 19. What is tokenization? Tokenization is a method of replacing your sensitive payment Card information (Card Number, Expiration Date, Security code, etc.) with a device-specific Token which acts as a surrogate value. In mobile payments, Tokens are used to protect your payment information and to reduce the security risks inherent to plastic Cards.

3 20. Does Samsung Pay store my personal/payment information on a server or my device? No. Samsung does not store your personal/payment information on a Samsung server or the device. Samsung Pay does not change the way your payment information is stored or handled when you make purchases. Your payment information will continue to be managed by your Card network i.e., Visa/MasterCard and Bank. Only a device-specific Token, which is used to replace your sensitive payment information, is stored on the device. 21. What should I do if my device is lost or stolen? If your device is lost or stolen, you can use Samsung s Find My Mobile service to Lock Samsung Pay (remotely disable) or to Wipe Samsung Pay (remove all the payment Cards registered onto your device). Additionally, you should contact your Bank for blocking your linked SBI Debit Cards immediately. 22. If I change phone, do I need to add the Cards all over again? You would need to register your Cards again if you were to change your phone as no data will be stored in the application. Please however, ensure that you have deleted all your Cards from the old devices. 23. I want to recycle/give away my phone but my SBI Debit Card are still on the phone. What should I do? Prior to recycling your phone, please delete all your SBI Debit Cards from your Samsung Pay account. You can delete the Cards one at a time in Samsung Pay. 24. Will my Samsung Pay information still be on my device if it is formatted? No. Formatting your device will remove all payment Cards registered to your device. 25. How do I use "Find My Mobile" to manage Samsung Pay? If your device is lost or stolen, your payment information will not be accessible without your fingerprint or Samsung Pay PIN. For added security, the Samsung Find My Mobile service can remotely lock or erase your payment Cards in Samsung Pay. Please visit for further information. 26. What is Magnetic Secure Transmission (MST)? Magnetic Secure Transmission or MST, is a ground-breaking method of sending data using magnetic waves. MST replicates a Card swipe by wirelessly transmitting magnetic waves from the supported Samsung device to a standard Card reader. MST turns every Card reader into a contactless payment receiver. 27. What is Near Field Communication (NFC)? Near Field Communication or NFC is a method of wirelessly transmitting data using radio waves. Samsung Pay uses NFC to wirelessly transmit payment data to payment terminals with NFC readers that have been activated for use.

4 28. What is the difference between MST and NFC technology? For Samsung Pay, either MST or NFC technology can be used to make secure, contactless transactions. The key difference is that almost all PoS terminals can accept MST, which makes Samsung Pay the most accepted mobile payment service on the market. 29. How close does the device have to be to the Card reader for MST to work? To pay from the phone you need to bring the device to a distance of no more than 5 cm from the PoS 30. What happens if my fingerprint is not recognized? You can enter the Samsung Pay PIN you created as a backup option. 31. If I reset my device, what happens to my Samsung Pay service? When performing a factory data reset, all payment information in Samsung Pay will be deleted. You will need to set up and add your payment Card information on Samsung Pay again after your device has been reset. 32. How can I de-register Samsung Pay? From the Samsung Pay app, tap the appropriate SBI Debit Card which you wish to deregister. Tap Delete Card (located in the upper-right). Verify your fingerprint or Samsung Pay PIN as appropriate. 33. Can the Card be used immediately after its registration? Yes, it can be used. 34. How can I cancel/dispute a payment made using Samsung Pay? Canceling/Disputing the payment made with Samsung Pay is exactly same as physical SBI Debit Card. 35. Do I need to have an active internet data connection for Samsung Pay to work? Samsung Pay requires an active internet connection for Card registration and activation. However, an active internet connection is not required to make in-store Card purchases. However, the app does require internet connection periodically (at least once a day) to update its security feature. In such instances, if there is no internet connection, the app might not work intermittently until an active connection is established. 36. Can I use Wi-Fi to register my Card in Samsung Pay? Yes. However, for the best experience, the device should have a SIM card installed. If you encounter any issues when registering the Card over Wi-Fi, we suggest switching to a cellular data connection. Please note that OTP will be sent your registered mobile number only. 37. The cashier asked me for the last four digits of my card number. But the transaction failed despite providing this information. In rare cases, the merchant may ask you for the last four digits of the Card number. You will need to provide the last four digits of the Digital Card Number, instead of the last four digits of the physical Card number. For ease of use, it is located on the left side of the Card in the Simple Pay screen, and in the main app when viewing your registered SBI Debit Card.

5 38. What is a Digital Card number? For enhanced security, your actual SBI Debit Card number will never be stored on the phone or exposed to the merchant. Your SBI Debit Card number will instead be replaced by a unique digital number (i.e. Digital Card Number, visible on the left side of the card in the Samsung Pay screen, and in the main app when viewing your registered SBI Debit Cards) each time you add a new Card to your device. This Digital Card number will then be transmitted to merchants in place of your actual Card number for purchases. 39. What is the "Retry" button I see when I 'am trying to make a payment using Samsung Pay? The "retry" button appears when the countdown timer has reached its end and the device has not detected an NFC payment or has not received a notification of a successful payment. The "retry" button allows you to begin the payment process, one additional time, without reauthorizing using your fingerprint or PIN. When an NFC transaction is completed, the retry button will not be shown. Additionally, if a payment success notification is received, the retry button will not be shown. 40. Do I need to activate my SBI Debit Card on Samsung Pay? Yes. Please ensure that the Card is used for any contact transaction using PIN atleast once before enrolling for Samsung Pay. 41. What is Samsung Pay helpline details? Got more Questions on Samsung device or Samsung Pay, call 24*7 Samsung Pay call center For SBI Debit Card related information, contact SBI 24 x 7 customer care. 42. Can I enroll the same SBI Debit Card on more than one device using Samsung Pay? Yes, you can register the same SBI Debit Card in multiple Samsung devices. Please note that if you register your Card on more than one device, any SMS communications about your Samsung Pay account will still be sent only to the registered mobile phone number with SBI. 43. What if my SBI Debit Card is upgraded, or reissued upon card expiry/damage/loss? You will need to enroll your newly issued SBI Debit Card again on Samsung Pay, and please ensure that the earlier SBI Debit Card is manually is removed from Samsung Pay. In the case of loss/theft of your Card, do remember to deactivate/block/hotlist your Card immediately. 44. My SBI Debit Card is greyed out in Samsung Pay, what does this mean? Any Card that is suspended will still appear on the Samsung Pay app but it will be greyed out. However, it can be removed manually from Samsung Pay. 45. Will my SBI Debit Card work on Samsung Pay if my physical Card is closed or blocked? No, if your physical Card is closed or blocked (in the event of loss/theft etc.) you can no longer use it to make payments in Samsung Pay. 46. Can I see the Samsung Pay purchases made with my phone? You can view the last 10 transactions made with Samsung Pay on your SBI Debit Card, for one month from time of purchase. Simply tap on a SBI Debit Card in the app to see all the Samsung Pay transactions made with that Card. Additionally, a real-time push notification with transaction details will be sent after each Samsung Pay purchase (this requires an active internet connection).

6 47. How do I return a purchase if I used Samsung Pay to make the purchase? You will be able to return merchandise that you purchased using Samsung Pay based on the store's return policy. If you return an item purchased via Samsung Pay, the store may require you to tap your phone on the payment terminal to reverse the transaction. 48. The Card image I see in Samsung Pay does not match my physical Card. Is there an issue with my Card? No, there is no issue. The Card displayed in Samsung Pay may differ slightly with the physical Card. The key points to look for are SBI logo, Visa or MasterCard logo and the last four digits of the physical Card. 49. Which PIN should I enter in the PoS terminal while making payment at the merchant terminals? You have to use the same PIN that is associated with your physical SBI Debit Card. 50. When I attempt to register a Card on Samsung Pay, a message tells me that it cannot accept my Card and to contact my bank. What can I do? Not all SBI Debit Card types are eligible to use with Samsung Pay. Please ensure that you are using SBI Debit Card issued on Visa or MasterCard platform only which has not expired. If it still fails then it may be any of the following reasons: i. Card information scanned/entered for registration is not correct, and/or ii. Mobile number has not been registered/updated with the Bank, and/or iii. Technical issues (In such cases you should try after some time.) 51. How can I register/update my mobile number with Bank? You can register your mobile number through the following channels: Through internet banking Through ATM Through 24x7 helpline Through home branch 52. I am getting Call Bank option instead of OTP? Not all SBI Debit Card types are eligible to use with Samsung Pay. Please ensure that you are using SBI Debit Card issued on Visa or MasterCard platform only which has not expired. If it still fails then it may be any of the following reasons: i. Card information scanned/entered for registration is not correct, and/or ii. Mobile number has not been registered/updated with the Bank, and/or iii. Technical issues (In such cases you should try after some time.)