Mobile Pay - Support (2024)

Tap the arrows for a step by step guide to using Mobile Pay.

Step 1

These instructions apply to all compatible mobile devices including Android and Apple.

You will receive an SMS from Mobile Pay with information on how to access your prepaid Mastercard.

Click the first link¹ in the text message and follow the prompts to be directed to the app store. Or if you’ve previously installed the Mobile Pay app, click the link, select Mobile Pay if prompted, and go to step 3.

Step 2

Install and then open the Mobile Pay app.

Step 3

Your mobile number and activation code are automatically entered into the Mobile Pay app.

You may be asked for additional information to confirm your identity.

Step 4

Choose a password¹ when prompted. You’ll use this password (with your mobile number as your username) when logging into the app in future.

Also enter your date of birth² when prompted. You’ll be asked for this in future to confirm your identity if you forget your password or if you want to set a PIN on your card.

Step 5

You can now see your card in the Mobile Pay app. Before using your card to purchase in-store, add your Mastercard to your device’s wallet by clicking “Add card to wallet”¹ and following the prompts.

On Samsung devices, you can choose whether to add your Mastercard to your Samsung Pay wallet or your Google Pay wallet.

Your device's wallet may require you to add security measures (such as a PIN) to your phone and to enable NFC contactless communications.

For further support on how to add your Mastercard to your card wallet, refer to the following resources:

Apple Pay

Google Pay

Samsung Pay

Step 6

You’re now ready to use your mobile wallet's “tap and go” function for in-store purchases. For further support on how to do this, refer to the following resources:

How to purchase with Apple Pay

How to purchase with Google Pay

How to purchase with Samsung Pay

Step 7a

Within the Mobile Pay app, there are several handy features.

Features include:

Useful information for when making online purchases. You can tap the card once to view the full card number and expiry¹. Tap twice to see the CVC number².

Frequently Asked Questions

What is Mobile Pay?

Mobile Pay is the digital delivery of a pre-paid Mastercard. You can download the Mastercard to your mobile wallet and seamlessly make purchases in-store using the mobile’s “tap and go” functionality. You can also use the card details to purchase online.

How do I activate my Mobile Pay card?

You'll have received an SMS from Mobile Pay with an activation link.
Click the link in the text message and you'll be directed to your device's app store to install the Mobile Pay app. (Or if you’ve previously installed the Mobile Pay app, click the link, select Mobile Pay if prompted, and go to step 4.)
Click the option to install and then open the Mobile Pay app.
Your mobile number and activation code will be automatically entered into the Mobile Pay app. You may be asked for additional information to confirm your identity.
Choose a password when prompted. You'll use this password, with your mobile number as your username, when logging on to the app in future. Also enter your date of birth when prompted. You’ll be asked for this in future to confirm your identity if you forget your password or if you want to set a PIN on your card.
When prompted, read and accept the Mobile Pay Terms & Conditions.
You'll then see your Mobile Pay card in the app, and you're ready to add it to your device wallet for in-store purchases (see FAQ "How do I add my Mobile Pay card to my device wallet?") or to make online purchases (see FAQ "How do I use my Mobile Pay card for online purchases?")

How do I add my Mobile Pay card to my device wallet?

First, activate your Mobile Pay card in the Mobile Pay app by following the activation link you've received. Then you can press "Add card to wallet" in the app to add to Apple Pay, Google Pay or Samsung Pay. If your phone is paired with an Apple Watch, you can choose to add your card to the wallet on your phone, the wallet on your watch, or both. For further information, refer to these resources:

Do I need to set a PIN on my card? How do I set one?

When making in-store payments of $200 or more, you may be required to provide a card PIN.
So if you have a Mobile Pay card valued at $200 or more, you may wish to set a PIN for your card.
To set a card PIN:

Open the Settings menu at the top right of the screen.
Select Manage Pin.
You may be prompted to re-enter your password again, if you haven't authenticated recently. Please re-enter your password to continue.
Select Send so that a verification code can be sent via SMS to the phone number the card is registered to.
Enter the verification code and click Next.
When prompted, enter and confirm your new PIN.

Where can I use my Mobile Pay card?

You can use your card in-store at contactless point of sale terminals (look for the Contactless, Google Pay, Apple Pay or Samsung Pay logo), or you can use your card online. Please refer to FAQs:

"How do I use my Mobile Pay card for in-store purchases?"
"How do I use my Mobile Pay card for online purchases?"

How do I use my Mobile Pay card for in-store purchases?

Once you've added your card to your Apple Pay, Google Pay or Samsung Pay wallet, you can use your phone to "tap and go" at contactless point of sale terminals (look for the Contactless, Apple Pay, Google Pay or Samsung Pay logo). For further information, refer to these resources:

How do I use my Mobile Pay card for online purchases?

Your Mobile Pay card is a digital Mastercard; you'll just need your card number, expiry date and CVC number.

In the Mobile Pay app, tap the card once to view your card number and expiry date. Tap twice to see the CVC number.

When I try to activate my card, I'm getting a message "Gift card is already activated". What do I do now?

You have already activated the card in the Mobile Pay app. To use the card for purchases, you now need to add it to your Google Pay, Apple Pay or Samsung Pay wallet. Please follow the steps outlined in the “How do I add my Mobile Pay card to my device wallet?” FAQ.

The SMS with my activation code is on my old phone. What do I do now?

Please Contact Us via the button below and we can re-send the SMS.

I can’t activate my card. What do I do now?

Please Contact Us via the button below and our friendly customer service team will investigate.

I don’t want a PIN on my phone.

For security reasons, a screen lock measure such as a PIN is required to use Apple Pay, Google Pay or Samsung Pay.

Mobile Pay is giving me a choice of Google Pay or Samsung Pay. Which do I choose?

It’s your choice! The great thing about Mobile Pay is that you can use it in whichever Pay app you would like! Whether it’s Google Pay, Samsung Pay or Apple Pay your Mobile Pay card is compatible.

Can I use Mobile Pay on my Apple Watch?

Yes. If your phone is paired with an Apple Watch, you can use the "Add card to wallet" feature in the Mobile Pay app to add your card to the wallet on your watch, the wallet on your phone, or both.

Can I use Mobile Pay on my particular phone, watch or tablet?

Mobile Pay is supported on:

Apple iPhones and Apple Watches running iOS version 9 (and later)
Android phones running Android API version 16 "Jelly Bean" (and later)

Mobile Pay is not supported on iPads or other tablet devices.

To use Mobile Pay for in-store payments, the device must support NFC (Near-Field Communication).

Can I use Mobile Pay at stores that do not accept contactless payment?

You can only use your card in store at contactless point of sale terminals (look for the Contactless, Google Pay, Apple Pay or Samsung Pay logo).

Otherwise you can use your card online. Please refer to the FAQ "How do I use my Mobile Pay card for online purchases?" for assistance in using your card online.

Can I get cash out with my Mobile Pay card?

No, you cannot. These cards are prepaid Mastercards and cannot be used to withdraw cash.

Can I use Mobile Pay overseas?

Great news, Mobile Pay cards can be used overseas at contactless point of sale terminals (look for the Contactless, Apple Pay, Google Pay or Samsung Pay logo) at participating vendors, or for online purchases. International transactions are subject to a fee of 2.99%

How do I access my card balance/transaction history?

Please open the Mobile Pay app. The balance and transaction history will both be listed.

What is my Mobile Pay app username and password?

Your user name is simply the mobile number that your activation link was sent to. You would have chosen a password the first time you logged in. If you have forgotten it you can use the Reset Password feature in the app.

Where do I find my card EAID?

When contacting Mobile Pay customer support, you may be asked for your card EAID. You can find your card EAID (which securely identifies your card) in the Mobile Pay app. View your card in the app, open the Settings menu at top right, and select Help & Support to see your card EAID.

I’m getting a new phone. How do I transfer my card?

Download the Mobile Pay app on your new phone. Log in with your Mobile Pay username (mobile number) and password, and you'll be able to see your card.

You'll also see your card in your mobile wallet if you're using the same Apple/Google/Samsung account on your new phone, or you can add the card to your new phone's wallet (follow the steps outlined in the "How do I add my Mobile Pay card to my device wallet?".

I've lost my phone. How do I stop the card from being used on the lost phone?

Please refer to your Pay provider’s FAQ’s:

Please also refer to the FAQ: “I’m getting a new phone. How do I transfer my card?”.

My phone is broken. What happens to my card?

Download the Mobile Pay app on your new phone, log in with your Mobile Pay username (mobile number) and password, and you'll be able to see your card.

My phone RFID is broken and I can’t tap/My phone doesn’t have a RFID chip? What do I do now?

To use your card in store you will need a functioning RFID chip so you can make contactless payments. However, you can use your card online still. Just follow the steps outlined in "How do I use my Mobile Pay card for online purchases?"

My phone doesn't support NFC. What do I do now?

To use your card in store you will need a phone that supports NFC (Near-Field Communication), so that you can make contactless payments.
However, you can use your card for online purchases without NFC; just follow the steps outlined in "How do I use my Mobile Pay card for online purchases?"

Can I transfer my Mobile Pay card to someone else?

No, your Mobile Pay card is linked to your mobile number and is not transferable.

Can I add my card to multiple wallets?

Yes, you can! You will just need to follow the steps outlined in the "How do I add my Mobile Pay card to my device wallet?" to add your Mobile Pay card to a new wallet.

When does my Mobile Pay card expire?

You can view your card’s expiry date by visiting the Mobile Pay app

What are the transaction limits?

The maximum amount per transaction is $2,000. There is also a limit of 20 transactions per day.

How safe is my personal information?

Your personal information is stored securely and used to issue and operate your card and process transactions. Your personal information may be disclosed to third parties when required by law and where necessary or related to the delivery of card services. Please refer to our privacy policyhere.

I have tried to use my PIN, and my card is now blocked. How do I unblock my card?

If you have entered your PIN more than 3 times, your card will be blocked for 24 hours. After the 24 hours, the card will automatically unlock.

To set up a card PIN for in-store transactions over $100, you will need to follow the steps outlined in the "Do I need to set a PIN on my card? How do I set one?" FAQ.