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Apple Pay FAQ

• What is Apple Pay?
• What Citizens Express Visa debit cards can I use with Apple Pay?
• Can I use multiple Citizens Express Visa debit cards with Apple Pay?
• How do I add my card?
• Is there a cost to use Apple Pay?
• Where can I use Apple Pay?
• What devices are eligible?
• What if I receive a new or replacement card?
• Is Apple Pay safe and secure for making payments?
• What if my Citizens Express Visa debit card is lost or stolen?
• What if my iPhone or iPad is stolen?
• How can I change my default card in Apple Pay?
• Why does my card image in Passbook look different from my physical card?
• Can I add my Citizens Express Visa debit card to Apple Pay on multiple devices?
• Will Apple Pay be available on my Android Phone?
• Where can I find more information about Apple Pay?
• Why do I need to verify my card with Citizens Bank when I add it to Apple Pay?


Q. What is Apple Pay?
A. Apple Pay is a mobile payment and digital wallet service by Apple Inc. that lets users make payments using the iPhone 6, iPhone 6 Plus, iPad Air 2 and iPad Mini 3.
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Q. What Citizens Express Visa debit cards can I use with Apple Pay?
A. Apple Pay will work with both our Personal and Business Citizens Express Visa debit cards.
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Q. Can I use multiple Citizens Express Visa debit cards with Apple Pay?
A. Yes, you can upload up to eight cards to Apple Pay including both our Personal and Business Citizens Express Visa debit cards.
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Q. How do I add my card? A. You can add your card(s) in a few easy steps.

  1. Open Passbook on your iPhone 6, iPhone 6 Plus, iPad Air 2 or iPad Mini 3.
  2. Select the link in the Credit and Debit Cards section.
  3. Tap the camera icon and take a picture of your card to automatically enter your card information. Enter the security code found on the back of your card, and fill in any remaining fields.

Q. Is there a cost to use Apple Pay?
A. There is no cost to use Apple Pay. Your usual wireless carrier fees may apply. Your standard fees associated with the use of your physical debit card also apply.
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Q. Where can I use Apple Pay?
A. There are currently 220,000 locations where you can use Apple Pay -- and more are being added every day. Plus, you can use Apple Pay to make secure purchases online and in apps. Visit Apple for more details.
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Q. What devices are eligible?
A. You can use Apple Pay with iPhone 6 and iPhone 6 Plus, iPad Air 2, iPad Mini 3 and Apple Watch.
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Q. What if I receive a new or replacement card?
A. For any cards replaced due to loss, theft or fraud, you will need to add the card to Apple Pay as if it were new -- either using the device camera or manually adding the card information. When a card enrolled in Apple Pay expires, you will be sent a physical card with a new expiration date. We will automatically update your card information with Apple Pay for you.
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Q. Is Apple Pay safe and secure for making payments?
A. The safety and security of your account information is of the highest importance. Your financial information isn’t stored with Apple. When you add your card to Passbook, a unique device account number is assigned, encrypted and stored on a dedicated chip on your iPhone. When you make a purchase, the device account number, along with a transaction-specific dynamic security code, is used to process your transaction. So, your actual debit card numbers are never shared with merchants or transmitted with payment and your financial information isn’t stored with Apple.
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Q. What if my Citizens Express Visa card is lost or stolen?
A. Please call us at 270-465-8193 or STAR at 1-800-523-4175 immediately and mention that you are an Apple Pay customer. We will close your card so that no more purchases can be made. You should also remove the lost or stolen card from Passbook using the “Remove Card” option. When you receive your replacement card, you will need to add the new card to Apple Pay before making any Apple Pay purchases.
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Q. What if my iPhone or iPad is stolen?
A. In addition to notifying your mobile carrier, please call us at 270-465-8193 or STAR at 1-800-523-4175 promply and mention that you are an Apple Pay customer so that we can disable your card for the use with Apple Pay. If you locate your device, you will need to add your card back to Apple Pay before making any Apple Pay purchases.
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Q. How can I change my default card in Apple Pay?
A. The first debit or credit card you add to Passbook automatically becomes your default card. This is the card that will appear when you use Apple Pay at a contactless payment reader when checking out. To change your default card, simply open settings and select the Passbook & Apple Pay tab.
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Q. Why does my card image in Passbook look different from my physical card?
A. Your card image in Passbook is a digital representation of your physical Citizens Express debit card. The image you see in Passbook may not be an exact copy of your Citizens Express card.
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Q. Can I add my Citizens Express Visa debit card to Apple Pay on multiple devices?
A. Yes, you can add multiple Citizens Express debit cards on multiple compatible devices.
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Q. Will Apple Pay be available on my Android Phone?
A. Currently Apple Pay is not supported on Android Phones.
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Q. Where can I find more information about Apple Pay?
A. To learn more about Apple Pay, please visit the Apple Pay site.
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Q. Why do I need to verify my card with Citizens Bank when I add it to Apple Pay?
A. For security purposes, we may ask you to call Citizens Bank to verify your card when adding it to Apple Pay. This is done to confirm your identity and protect your personal information.
NOTE: Debit cards can only be verified during business hours Monday - Thursday 8:00 a.m. - 4:30 p.m. and Friday 8:00 a.m. - 5:00 p.m.
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