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Samsung Pay FAQ

• What is Samsung Pay?
• What Citizens Bank debit cards can I use with Samsung Pay?
• Can I use multiple Citizens Bank debit cards with Samsung Pay?
• How do I get Samsung pay on my device?
• How do I add my Citizens Express Visa debit card?
• Is there a cost to use Samsung Pay?
• How do I pay using Samsung Pay?
• What devices are eligible?
• How does Samsung Pay work?
• What is Near Field Communications (NFC) Technology?
• What is Magnetic Secured Transmission (MST) Technology?
• What if I receive a new replacement card?
• Is Samsung Pay safe and secure for making payments?
• What is an account number token?
• Can I add the same Citizens Express Visa debit card that I have on my other mobile digital wallets (Google, Apple Pay, etc) to Samsung Pay®?
• What if my Citizens Express Visa debit card is lost or stolen?
• What if my Samsung device is stolen?
• How do I know which card is my default card?
• Why does my card image in Samsung Pay look different from my physical card?
• Can I add my Citizens Express Visa debit card to Samsung Pay on multiple devices?
• Where can I find more information about Samsung Pay?
• Why do I need to verify my card with Citizens Bank when I add it to Samsung Pay?
• Can I lock Samsung Pay?

Q. What is Samsung Pay?
A. Samsung Pay provides owners of select Samsung Galaxy devices the ability to use their Galaxy phone to make payments almost anywhere you can swipe or tap your Citizens Express Visa debit card.
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Q. What Citizens Bank debit cards can I use with Samsung Pay?
A. Samsung Pay will work with both our Personal and Business Citizens Express Visa debit cards.
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Q. Can I use multiple Citizens Bank debit cards with Samsung Pay?
A. Yes, you can upload up to ten cards to Samsung Pay including both our Personal and Business Citizens Express Visa debit cards.
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Q. How do I get Samsung Pay on my device?
A. Samsung pay is available with the Galaxy S6, S6 active, S6 edge, S6 edge+ and Note5 through an app update. The availability will vary by mobile network operator. The app will appear when the customers install the operating system update. Samsung Pay will be a preloaded app on upcoming Samsung Iconic devices. The app is not available for download on unsupported devices.
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Q. How do I add my Citizens Express Visa debit card?
A. Choose the Samsung Pay icon, and log in using your Samsung account information. If you do not already have a Samsung account, you can create one. Once logged in you can, touch ADD CARD in Samsung Pay app to begin the process of adding your card. Or you can enter the card number manually. Verify or enter the additional information such as Cardholder Name, Expiration Date and Security Code (CVV). Accept the Terms and Conditions for adding a card to a digital wallet by touching AGREE TO ALL. You may be prompted to select a delivery method for receiving a One Time Passcode, such as SMS or EMAIL or CALL IN. The One Time Passcode will be delivered to the destination selected. Enter the code received and touch SUBMIT. Once complete, your card is ready for use in Samsung Pay.
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Q. Is there a cost to use Samsung Pay?
A. There is no cost to use Samsung 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. How do I pay using Samsung Pay?
A. Once your Citizens Express Visa debit card is registered to Samsung Pay, you may activate the Simple Pay feature of Samsung pay by swiping your screen from the bottom, just above the Home key, towards the top of the screen. The most recently added or used card is displayed. Swipe left or right to scroll through your registered payment cards. When you have the desired card selected, place your finger on the Home key to verify your fingerprint or touch ENTER PIN to enter your Samsung Pay PIN. Samsung Pay will indicate that you are ready to make a payment.
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Q. What devices are eligible?
A. Samsung pay is available with the Galaxy S6, S6 active, S6 edge, S6 edge+ and Note5.
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Q. How does Samsung Pay Work?
A. Select Samsung Galaxy devices are equipped with Near Field communication technology (NFC) that transmits the tokenized version of the credit card / debit card payment credentials securely to a merchant terminal. In addition to NFC, Samsung Pay supports a new proprietary technology, Magnetic Secured Transmission (MST) which transmits the same secure tokenized credit card / debit card payment credentials. See below for more information about NFC and MST.
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Q. What is Near Field Communication (NFC) Technology?
A. Near Field Communication (NFC) is a short-range wireless technology that allows two devices to exchange payment information quickly and conveniently at close proximity. Samsung Pay uses NFC technology or MST to transmit payment information from your phone to the contactless payment terminal.
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Q. What is Magnetic Secured Transmission (MST) Technology?
A. Magnetic Secure Transmission (MST) replicates swiping a physical card at the payment terminal by securely sending payment information directly to the magnetic strip card reader without touching it. Samsung Pay uses NFC technology or MST to transmit payment information from your phone to the contactless payment terminal.
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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 Samsung Pay as if it were new -- either using the device camera or manually adding the card information. When a card enrolled in Samsung Pay expires, you will be sent a physical card with a new expiration date. We will automatically update your card information with Samsung Pay for you.
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Q. Is Samsung 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 Samsung. When you add your card to Samsung Pay, a unique device account number is assigned, encrypted and stored on a dedicated chip on your Samsung device. 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 Samsung.
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Q. What is acount number token?
A. A device account number (token) is a substitute account number that replaces your card number in each transaction. This means that your actual information isn’t shared when your shop and your details stay safe.
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Q. Can I add the same Citizens Express Visa debit card that I have on my other mobile digital wallets (Google, Apple Pay, etc) to Samsung Pay ?
A. You can add any eligible Citizens Express Visa debit card into Samsung Pay, including cards that you may have in other digital wallets, such as Apple Pay®.
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Q. What if my Citizens Express Visa debit 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 Samsung 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 Samsung Pay App. When you receive your replacement card, you will need to add the new card to Samsung Pay before making any Samsung Pay purchases.
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Q. What if my Samsung device 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 Samsung Pay customer so that we can disable your card for the use with Samsung Pay. If you locate your device, you will need to add your card back to Samsung Pay before making any Samsung Pay purchases.
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Q. How do I know which card is my default card?
A. You do not have the ability to set a default card in Samsung Pay. The last card used or viewed would be the card defaulted for payment. You can swipe left and right to scroll through your payment cards and select the one you want to use for payment.
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Q. Why does my card image in Samsung Pay look different from my physical card?
A. Your card image in Samsung Pay is a digital representation of your physical Citizens Express Visa debit card. The image you see in Samsung Pay may not be an exact copy of your Citizens Express Visa debit card.
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Q. Where can I find more information about Samsung Pay?
A. To learn more about Samsung Pay, please visit the Samsung Pay site.
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Q. Why do I need to verify my card with Citizens Bank when I add it to Samsung Pay?
A. For security purposes, we may ask you to call Citizens Bank to verify your card when adding it to Samsung Pay. This is done to confirm your identity and protect your personal information.
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Q. Can I lock Samsung Pay?
A. Samsung Pay is locked when the device is locked. A PIN or Fingerprint is required per transaction in order to use Samsung Pay.
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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