Frequently Asked Questions about Samsung Pay

What is Samsung Pay?

Samsung Pay is a mobile payment service, leveraging a new proprietary technology called Magnetic Secure Transmission (MST) and Near Field Communication (NFC). It enables HSBC Credit Cardholders to integrate their card information on their compatible Samsung smartphone device and make payment without the need to present a physical card.

Is Samsung Pay free to use?

Yes.

Which Samsung devices will support Samsung Pay?

Samsung Pay is already integrated on Samsung’s new smartphone from Note 8. Devices supporting Samsung Pay may update from time to time. Please visit Samsung Pay website for more details.

You only can link 01 HSBC Credit Card with 01 Samsung device

Which HSBC cards can be registered on Samsung Pay?

All HSBC Credit Card can be registered on Samsung Pay. However, Samsung Pay is not available for HSBC Debit Card.

What do I need to use Samsung Pay?

To use Samsung Pay, you need:

• A compatible Samsung device
• HSBC Credit Card
• A Samsung account
• Registered fingerprint, iris scan or Samsung Pay PIN
  

How do I add HSBC Credit Cards to use Samsung Pay?

• Scan your HSBC Credit Card with Samsung Pay app or enter the details manually.
• For security reasons, you will be required to verify your identity by entering an OTP received by SMS (your mobile number registered with us) or by calling our Contact Centre.
• Once verified successfully, an image of your card will be visible in Samsung Pay and it will be made available for payment via your Samsung device.
  

When I register my primary credit card on Samsung Pay, does it include both primary and supplementary card on the account?

No, supplementary cards need to be registered separately.

I have an issue adding my HSBC Credit Card to Samsung Pay. What should I do?

Samsung Pay requires an active internet connection to add your HSBC Credit Card to it. Do check that you are connected to the internet via a Wi-Fi network or your mobile data connection.

What happens if I lose my phone?

Please contact the Bank to request a suspension of your HSBC Credit Card(s) ‘Tokens’ registered to your Samsung device.

You can also use Samsung's Find My Mobile service to Lock Samsung Pay (remotely disable) or to Wipe Samsung Pay (remove all the payment cards registered onto your device), while still being able to physically use your HSBC credit cards.

What happens if I get a new device or reformat / reset my current device?

New Device
Please delete all your HSBC credit cards from your Samsung Pay account from your old device. Upon using your new device, you will need to register for Samsung Pay again.

Reformat / Reset
Please delete all your HSBC credit cards from your Samsung Pay account before reformatting / resetting your current device. You will need to register for Samsung Pay again after reformatting / resetting is completed.

How secure is Samsung Pay?

Samsung Pay will not have access to your HSBC Credit Card accounts. Samsung Pay uses tokenization, a Secure Environment, and Samsung KNOX to secure your payment information. In addition, you can verify either with your fingerprint, iris scan or a 4-digit PIN when making purchases.

How do I make in-store purchases with Samsung Pay?

1. Initiate Samsung Pay by either swiping-up from the home button or opening the Samsung Pay app from the home screen.
2. Select the HSBC Credit Card you want to pay with.
3. Verify your fingerprint to authorize the transaction. Alternatively, enter your Samsung Pay PIN if you have chosen not to use the fingerprint feature.
   

Will I earn reward points / cash back for Samsung Pay transactions made on my HSBC Credit Card(s)?

All reward points and cash back will be earned as normal transactions.

Do I need to have an active internet connection for Samsung Pay to work?

Active internet connection is not required each time to make an in-store purchase. However, the app does require internet connection periodically (at least once a day) to update its security feature. In such instances, if there is no internet connection, the app might not work intermittently until an active connection is established.

For the best experience, we recommend using Samsung Pay with an internet connection (whether mobile data or Wi-Fi).

What happens if my fingerprint is not recognized?

You can enter the Samsung Pay PIN you created as a backup option. Samsung Pay will remove the data from the app and deregister all linked cards, if the fingerprint is not recognized after 20 consecutive attempts and the Samsung Pay PIN has not been entered.

What is the “Retry” button I see when I am trying to make a payment?

The “retry” button appears when the countdown timer has reached its end and the device has not detected a NFC or MST payment or has not received a notification of a successful payment. The “retry” button allows you to begin the payment process, one additional time, without reauthorizing using your fingerprint or PIN.

How do I return a purchase if I used Samsung Pay to make the purchase?

You will be able to return merchandise that you purchased using Samsung Pay based on the store’s return policy. If you return an item purchased via Samsung Pay, the store may require you to tap your device on the payment terminal to reverse the transaction.

How do I dispute a transaction if I used Samsung Pay to make the purchase?

Disputing a payment made with Samsung Pay is the same as other transactions made via HSBC Credit Card. Please contact the merchant if you have specific feedback about the product / service in question, or if you wish to request for a refund. If you would like to dispute a transaction, please contact us.

How much of my available credit limit can I access when using Samsung Pay?

Your entire available credit limit is ready for you to use after the credit card has been added to the Samsung Pay.

Can I see the Samsung Pay purchases made with my device?

You can view the last 10 transactions made with Samsung Pay on your HSBC Credit Cards, for one month from time of purchase. Simply tap on a HSBC Credit Card in the app to see all the Samsung Pay transactions made with that card. Additionally, a real-time push notification with transaction details will be sent after each Samsung Pay purchase (this requires an active internet connection).

How can I identify Samsung Pay transactions on my account?

For transaction has been made using Samsung Pay, transaction history statement will display ‘MW’ which stands for Mobile Wallet on your HSBC Credit Card monthly.

What if I forget or change my HSBC Internet Banking/Mobile Banking login details, does this affect Samsung Pay?

Your HSBC Internet Banking/Mobile Banking accounts are separate from Samsung Pay therefore any changes will not affect your Samsung Pay setup.

What if my HSBC Credit Card is upgraded or reissued upon card expiry?

You need remove your old HSBC Credit Card and register your newly issued HSBC Credit Card again on Samsung Pay.

Will my HSBC Credit Card work on Samsung Pay if my card is closed or blocked?

No. If your card is closed or blocked, you can no longer use it to make payments in Samsung Pay.

Can I use Samsung Pay at ATMs?

No, Samsung Pay is not available for use at ATMs.