Google Pay

Google Pay FAQs

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What is Google Pay and which devices are compatible?

Google Pay is a way to pay on websites, in Apps and in stores, using a compatible Android device. To start using Google Pay you can add your cards to Google Pay directly from the first direct Mobile Banking app. Or you can download Google Pay from the Google Play Store and then add your first direct credit or debit cards.


For a list of compatible devices, see the support page on the Google website Opens an overlay [Will show a security message first].

You can use Google Pay with most first direct credit and debit cards, subject to status and terms and conditions.

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Where can I use Google Pay and is it free to use?

Google Pay can be used in stores, in apps and on websites wherever you see these symbols:



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


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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 don't need mobile data or a Wi-Fi connection to use Google Pay. However, occasionally you might need to connect to the internet, for example after a device restart.

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Do I need to have my physical card with me when adding a card to Google Pay in the first direct App?

You don’t as long as your card is visible in the Cards menu. To add the card simply click on “Add to Google Pay” under the card you want to add and then follow the onscreen instructions. If your card is not visible please call us on 03 456 100 100*.


*Lines are open 24 hours a day, 365 days a year. Calls may be monitored or recorded.

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I can’t see any option to add my card to Google Pay, what should I do?

If the option to add your card to Google Pay doesn’t appear under the card it might be that you have already added it. Or it could be that you have exceeded the number of devices you can add the card to as the same card can only be added on up to 8 devices.


If you have a Samsung phone and cannot see the option to add your card to Google Pay this will be because you need to download and set up Google Pay first before the option to add your card becomes visible in our App.

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Is Google Pay secure?

Yes it is. When you pay using Google Pay, your actual credit or debit card number are not shared with your payment. Instead, a virtual account number is used to represent your account information so your card details stay safe and your information stays secure.

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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 Find My Device Opens an overlay [Will show a security message first] Opens an overlay [Will show a security message first] Opens an overlay [Will show a security message first] to turn on the location access from your device's Apps menu, open 'Google Settings' and touch 'Security’

2.Under Find My Device Opens an overlay [Will show a security message first] Opens an overlay [Will show a security message first] Opens an overlay [Will show a security message first], move the switches next to 'Remotely locate this device' and 'Allow remote lock and factory reset' to the 'On' position

3.If your phone is lost or stolen, you can find it or lock it using Find My Device Opens an overlay [Will show a security message first] Opens an overlay [Will show a security message first] Opens an overlay [Will show a security message first]. You can also remotely erase all the data in the device, including your card(s).

4.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 03 456 100 100* to suspend or remove your card from Google Pay.


*Lines are open 24 hours a day, 365 days a year. Calls may be monitored or recorded.

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What should I do if I lose my card?

You can report your card as lost or stolen in our App or by calling us on 03 456 100 100*.


Once you report your card as lost or stolen, it will be stopped. When we send your new card, you won’t need to register it with Google Pay again as your new details will be updated automatically.

When your new card arrives, start using it as soon as possible to continue using Google Pay.

*Lines are open 24 hours a day, 365 days a year. Calls may be monitored or recorded.

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What happens when my card expires?

If your card is nearing expiry, a replacement card is automatically issued and the details are updated in Google Pay for you. If the expiry month has passed and you haven’t received a new card, please give us a call on 03 456 100 100*.

*Lines are open 24 hours a day, 365 days a year. Calls may be monitored or recorded.

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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. You just need to ensure that you remove your card(s) from Google Pay when you sell, exchange or dispose of your device. You should also remove your card from Google Pay if you temporarily pass your device to someone else; for example if it needs 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 Find My Device Opens an overlay [Will show a security message first]to remotely erase all the data in the device, including your card(s).

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I have just opened a new account, how soon could I add my new debit/credit card to Google Pay using the first direct App

As soon as the new card is visible in the Cards menu the card can be added. In most cases we expect this to be earlier than the delivery of the physical card.

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