Apple Pay Questions & Answers

Transcription

1 Apple Pay Questions & Answers Member FDIC

2 Welcome Questions and Answers About Apple Pay Thomaston Savings Bank is pleased to announce that its customers may now use Apple Pay to make purchases with their Thomaston Savings Bank Personal and Business debit cards. This guide is designed to help you answer your questions about Apple Pay with Thomaston Savings Bank. Experience the convenience and security of having access to your Personal or Business debit card on your iphone 6, iphone 6 Plus, ipad Air 2 and ipad Mini 3. Feel safe and secure making purchases knowing Apple Pay never stores or passes on card information. As the number of retailers and apps using Apple Pay continues to rise, using Apple Pay with your Thomaston Savings Bank Personal or Business debit card will change how you make purchases. We appreciate your business and are committed to providing you with the best possible banking experience, just another reason why we now bring you Apple Pay. Concepts, strategies and procedures outlines in this guide can and do change and may not be applicable to all readers. The content in this guide is not warranted to offer a particular result or benefit. Neither the author/publisher, nor any other party associated with this product shall be liable for any damages arising out of the use of this guide, including but not limited to loss of profit, commercial, special, incidental or other damages. For complete product and service information, please refer to the terms, conditions and disclosures for each product and service. Apple Pay Guide 1

3 Table of Contents About Apple Pay What is Apple Pay?... 3 What are the benefits of Apple Pay?... 3 Setting-up Apple Pay How do I add my card to Apple Pay?... 3 What does my Passbook card not look like my actual card?... 4 Can I add my card to multiple devices?... 4 How do I make my Thomaston Savings Bank card my default card?... 4 Using Apple Pay Can I use a card other than my default card to make a purchase?... 4 Is Apple Pay Safe and Secure?... 5 Where can I find my Device Account Number?... 5 How do I use Apple Pay on my iphone 6 or iphone 6 Plus?... 5 How do I use Apple Pay on my Apple Watch?... 5 Why is Apple Pay not working with my Apple Watch?... 6 Where can I use Apple Pay?... 6 How do I use Apple Pay for Returns?... 6 About Replaced or Lost Cards and Devices What should I do when I receive a replacement card?... 7 What should I do if I lose my iphone?... 7 What happens if I replace my Apple Pay device?... 7 What should I do if I lose my card?... 7 Removing Card from Apple Pay How do I remove a card from Apple Pay?... 7 Apple Pay Guide 2

4 FAQ s What is Apple Pay? Apple Pay is a new way to make purchases using your iphone 6, iphone 6 Plus, ipad Air 2 and ipad Mini 3. Just add your Thomaston Savings Bank Personal or Business debit card to the Passbook app and you ll continue to enjoy all the benefits and security of your Thomaston Savings Bank debit card with Apple Pay. What are the benefits of using my Thomaston Savings Bank debit card with Apple Pay? With enhanced security features that help protect your card information, Apple Pay is extremely secure. Payments are authorized using Touch ID and your actual debit card account number is not stored on your phone. Enjoy paying without having to take out your wallet. There are no fees associated with adding a card to or using Apple Pay. How do I add my Thomaston Savings Bank debit card to Apple Pay? Use the Passbook app to add and manage your cards on your iphone 6, iphone 6 Plus, ipad Air 2 and ipad Mini 3. You may also use your Apple Watch with a paired iphone 6, iphone 6 Plus, iphone 5, iphone 5s or iphone 5c to add and manage your cards. To add your first card to Apple Pay on an iphone 6, iphone 6 Plus, ipad Air 2 or ipad Mini 3, 1.) Open the Passbook app and select the Add Credit or Debit Card option. Please note that although HSA cards are debit cards, they will not work with Apple Pay. 2.) If you already have a Thomaston Savings Bank Personal or Business debit card on file with itunes, you can add it to Apple Pay as your first card simply by entering the security code on the back of your card when prompted. 3.) To add a new or second Thomaston Savings Bank card to Apple Pay, use the device camera to capture your card information or type it in manually. 4.) Once verified with Thomaston Savings Bank, your debit card will be ready to use with Apple Pay on your iphone 6, iphone 6 Plus, ipad Air 2 or ipad Mini 3. To add your first card to Apple Pay on the Apple Watch, 1.) Open the Apple Watch App on your paired iphone 6, iphone 6 Plus, iphone 5, iphone 5s or iphone 5c and select the Passbook & Apple Pay option. Apple Pay Guide 3

5 2.) If you already have a Thomaston Savings Bank debit card on file with itunes, you can add it to Apple Pay as your first card simply by entering the security code on the back of your card when prompted. 3.) To add a new or second Thomaston Savings Bank card to Apple Pay, use the device camera to capture your card information or type it in manually. Please note that although HSA cards are debit cards, they will not work with Apple Pay. 4.) Once verified with Thomaston Savings Bank, your debit card will be ready to use with Apple Pay on your Apple Watch. Please note that if you wish to use the same Thomaston Savings Bank Personal or Business debit card on both your Apple Watch and iphone 6 or iphone 6 Plus you must add the card twice once to the Passbook app using the first method listed above for the phone, and once to the Apple Watch app as described here for the Apple Watch. Cards added in one Apple Pay management app are not automatically transferred between paired devices. Why does my card image in Passbook not look like my actual card? Your card image in Passbook reflects the updated Thomaston Savings Bank card design that will soon be on newly issued debit cards. Can I add my Thomaston Savings Bank debit card to Apple Pay on multiple devices? Yes, you can add multiple debit and credit cards to Apple Pay on multiple compatible devices. A maximum of 8 debit or credit cards can be added to Apple Pay on each eligible device. If you wish to use the same card on multiple devices, you must add the card to each device. Cards are not automatically transferred between devices. How do I make my Thomaston Savings Bank card my default card? The first card you store into Passbook becomes your default payment card. You can go to Passbook at any time to pay with a different card, or select a new default by going to settings > Passbook & Apple Pay, tap on Default Card, and select your Thomaston Savings Bank debit card. Can I use a card other than my default card to make a purchase? Yes, when you make a purchase, your default card will be displayed at the top of the screen and your other cards will appear stacked at the bottom. If you would like to use a card other than your default card to make the purchase, simply tap on the stack of cards at the bottom of the Apple Pay Guide 4

6 screen to view your other cards, select the one you would like to pay with and use your fingerprint or passcode to complete the purchase. Is Apple Pay safe and secure? Yes, Apple Pay is safe and secure. Your actual card number is not stored on your phone or transmitted with the transaction. When you enroll your card in Apple Pay, a unique device account number is assigned, encrypted, and stored on a dedicated chip in your device. When you make a purchase, the device account number along with a dynamic, transaction-specific security code is used to process your payment. Where can I find my Device Account Number? For security, Apple Pay uses a Device Account Number, which is a unique number assigned to each card. If the merchant requests the last 4 digits of your card number after you ve made a purchase with Apple Pay, please provide the last 4 digits of the Device Account Number, which can be found by selecting the i icon in Passbook. How do I use Apple Pay on my iphone 6 or iphone 6 Plus? To use Apple Pay on your iphone 6 or iphone 6 Plus, your device must be running ios 8.1 or higher. When making purchases using the iphone 6 or iphone 6 Plus at a participating retailer, simply hold your device over the terminal and accept the charge with your fingerprint or passcode when prompted. A subtle vibration and beep will let you know your purchase was successful. Your experience with Apple Pay may vary by retailer. If asked to verify the last four digits of your card number when making a purchase, provide the retailer with the last four digits of your device account number. How do I use Apple Pay on my Apple Watch? To use Apple Pay on your Apple Watch, your paired iphone 6, iphone 6 Plus, iphone 5, iphone 5s or iphone 5c must be running ios 8.2 or higher. When using Apple Pay on the Apple Watch, you will have to unlock the device for payments by entering your four digit PIN. Once the watch is placed on your wrist and the PIN is entered, your Apple Watch will remain unlocked for Apple Pay until it is removed from your wrist. The Apple Watch will automatically lock the Apple Pay feature once it is removed from your wrist, and cannot be used with Apple Pay again until it is placed back on your wrist and unlocked using the four digit PIN. To make a purchase using the Apple Watch, unlock the Apple Pay feature by entering your four digit PIN and double tap the small button on the side of the watch twice to display your default card. To make a payment, Apple Pay Guide 5

7 hold the watch a few centimeters away from the contactless payment terminal with the display facing towards the reader. A gentle vibration and beep will let you know your purchase was successful. Your experience with Apple Pay may vary by retailer. If asked to verify the last four digits of your card number when making a purchase, instead provide the last four digits of the device account number. You may also be asked to provide a signature or debit card PIN to complete your transaction. Why is Apple Pay not working with my Apple Watch? For security purposes, your Apple Watch will not be eligible for Apple Pay if you disable wrist detection, disable your device passcode, log out of icloud or unpair your Apple Watch from your iphone 6, iphone 6 Plus, iphone 5, iphone 5s or iphone 5c. If you set up Apple Pay on your Apple Watch and then disable any of these features, the cards you enrolled in Apple Pay will be deleted and you will need to add them again. For customers using an iphone 6 or iphone 6 Plus with their Apple Watch, disabling these features will only remove the cards enrolled in Apple Pay through the Apple Watch app, and not the Passbook app. Please see the Apple Watch site for more Apple Watch & Apple Pay troubleshooting. Where can I use Apple Pay? Apple Pay is currently accepted at more than 220,000 participating retail stores, and growing. Visit the Apple Pay website at apple.com/apple-pay for a complete list of stores compatible with Apple Pay. You can also use Apple Pay on the iphone 6 and iphone 6 Plus to make purchases in mobile apps. Look for the Apple Pay logo while completing your in-app purchase. How do I use Apple Pay for returns? The return process varies by retailer. You may need to present a receipt from the retailer to return the item. To complete the return, hold your iphone 6, iphone 6 Plus or Apple Watch over the contactless payment terminal and wait for the slight vibration of the device to confirm the refund has been processed. You must use the same Apple Pay enabled device you used to purchase the item to process the return. If you don t have your receipt, some merchants may be willing to use your phone s unique device account number to look up the receipt in their system. Apple Pay Guide 6

8 What should I do when I receive a replacement card? When a card enrolled in Apple Pay expires, you must delete the old card from Apple Pay and add the replacement card the same way you would add a card for the first time. For any cards replaced due to loss, theft or fraud, you will need to add the card to Apple Pay like it s new. What should I do if I lose my iphone? If you lose your Apple Pay device, please call us during business hours locally at or toll-free. Let us know that you lost your Apple Pay device and we will deactivate Apple Pay on your existing Thomaston Savings Bank debit card. Also, you should use Find My iphone to quickly put your device in Lost Mode to suspend Apple Pay, or you can wipe your device clean completely. You can also stop the ability to make payments from your debit card on your Apple Pay device. Just log into icloud.com and click on settings. What happens if I replace my Apple Pay device? If you replace or update your iphone 6, iphone 6 Plus, ipad Air 2, ipad Mini 3, Apple Watch or iphone 5, iphone 5s, or iphone 5c paired with your Apple Watch, your Thomaston Savings Bank debit card will not be transferred automatically. You will need to set up Apple Pay again and add your cards on the new device. What should I do if I lose my card? If you lose your debit card, please call us during business hours locally at or toll-free. After business hours, call VISA directly at Let us know that you lost your card and we will deactivate your card and Apple Pay on your existing Thomaston Savings Bank debit card. You can also use your iphone to remove your card or suspend Apple Pay. However, suspending Apple Pay or removing your card from Apple Pay does not deactivate your card. How do I remove a card from Apple Pay? To remove a card from Apple Pay, simply select the card in Passbook or in the Apple Watch app and click on the i icon in the bottom corner to view the back of the card. Scroll to the bottom to find the remove card option. After deleting, you can re-add this card to Apple Pay at any time. Apple Pay Guide 7

9 Local Toll-Free Apple Pay Guide 8