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Google Pay FAQs

What is Google Pay and which devices are compatible?

Google PayTM is a way to pay in stores and within participating apps using a compatible Android device. Simply download Google Pay from the Google Play Store, add your HSBC credit or debit cards, and you can transact using Google Pay.

Google Pay works with most NFC capable Android™ devices running Android 4.4 (KitKat®) or higher.


Which HSBC credit or debit cards can I use with Google Pay?

Most HSBC credit and debit cards are eligible for use with Google Pay, subject to status:

  • HSBC Premier Credit Card
  • HSBC Visa Credit Card
  • HSBC MasterCard Credit Card
  • HSBC Welsh Credit Card
  • HSBC Student Credit Card
  • HSBC Student Welsh Credit Card
  • Your Bank at Morrisons Credit Card
  • HSBC Platinum Credit Card
  • HSBC Gold Visa Credit Card
  • HSBC Gold MasterCard Credit Card
  • HSBC Visa Debit Card
  • HSBC Advance Debit Card
  • HSBC Premier Visa Debit Card
  • HSBC Premier World Elite Credit Card


Where can I use Google Pay?

In store

You can use Google Pay in any stores that currently accept contactless payments - just look for the contactless or Google Pay symbol. It can also be used for travel with TfL on buses and the London Underground.

A £45 limit will apply to transactions in most cases: ask the retailer for further details

In app

You can pay in any app where you see the Buy with Google Pay button. A list of participating apps can be found on Google's website:


Is Google Pay free and safe to use?

Free to use

HSBC won't charge you for using Google Pay, but charges from your mobile network provider may apply depending on your data plan.

Safe to use

When you shop at a merchant, Google Pay doesn't send your actual credit or debit card number with your payment. Instead a virtual account number is used to represent your account information - so your card details stay safe.


What if my Android device is lost or stolen?

While we hope that never happens, it's a good idea to enable the remote location access for your device in advance, in case you need to search for it. To enable the remote location access, so that you can remotely lock your device or do a factory reset, take these steps:

  1. Sign in to your Google account on your device in order to use the Android Device Manager
  2. To turn on the location access from your device's apps menu, open 'Google Settings' and touch 'Security'
  3. Under Android Device Manager, move the switches next to 'Remotely locate this device' and 'Allow remote lock and factory reset' to the 'On' position

If your phone is lost or stolen, you can find, lock, or erase it using Android Device Manager. Since Google Pay doesn't store your card details on your phone, anyone who finds or steals your phone won't be able to access that information, even if it's unlocked.

Alternatively, you can call us on 03456 002 920* to suspend or remove your card from Google Pay.

*Lines are open 8am-10pm every day except for Christmas Day, Boxing Day and New Year's Day. Calls may be monitored or recorded.


What should I do if I lose my card?

If you lose your card, please contact us immediately on 03456 007 010*. Your actual card will be deactivated, and you will not be able to continue to use Google Pay with this card. When we issue you a new card, you will need to register it with Google Pay again.

*Lines are open 8am-10pm every day except for Christmas Day, Boxing Day and New Year's Day. Calls may be monitored or recorded.


What is the virtual account number and how do I find it?

Your credit and debit card information are assigned a unique virtual account number, so your full card details are never shared with the store.

To view the last 4 or 5 digits of your virtual account number go to 'Card details' or 'Transaction details'.


How do I return an item purchased with Google Pay?

With purchases made with Google Pay, you use your virtual account number to process a return. To view the last four or five digits of the virtual account number go to 'Card details' or 'Transaction details'. Otherwise select the card on Google Pay that you used to make the purchase and hold your device near the contactless terminal.


What happens when I replace or update my device?

If you replace or update your device, you will need to add your card(s) to Google Pay again.

Please ensure that you remove your card(s) from any device before selling, exchanging, or disposing of them. You should also remove your card if you temporarily pass your device to someone else; for example if you pass it to be repaired.

You can remove a card from Google Pay at any time. Select the card within the Google Pay app, and tap 'Remove card'. You can also go to Android Device Manager to remotely erase all the data in the device, including your card(s).


I've been prompted for a one-time passcode. What is this and why is it required?

For security purposes, we may ask you to enter a one-time passcode to confirm your identity. This code is a unique series of numbers and/or letters and will be sent via email or text. If prompted, please select how you wish to receive the one-time passcode and then enter it into the appropriate field.


Do I need a data connection to use Google Pay?

You will need a mobile data or Wi-Fi connection to add a card to Google Pay. In most circumstances you do not need a mobile data or Wi-Fi connection to transact using Google Pay. However, occasionally you may be required to connect to the internet, for example after a device restart. 

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