Google Pay FAQ

Getting Started

What is Google Pay?

Google Pay is a mobile wallet that lets you pay for purchases at stores and in apps easily and securely using your compatible device instead of a physical credit or debit card.

At Eastern Bank, we don’t charge a fee to use Google Pay, but charges from your mobile carrier may apply depending on your wireless plan.

Please click here to check if your phone can make in-store payments through Google Pay.

Contactless payments with Google Pay and your mobile device use near-field communication (NFC) for making secure payments. The device and the terminal will establish radio communication with each other when the devices are touched together or brought into proximity to typically 10 centimeters.

To set up Google Pay: Open your phone’s Settings app and make sure NFC is turned on. Next, open the Google Pay app and follow the setup instructions. You may need to set a Personal Identification Number (PIN), pattern, password, or fingerprint screen lock.

Use Google Pay

How do I add my Eastern Bank debit card to Google Pay?

You can add one or multiple payment methods to Google Pay. First, open the Google Pay app.

If you have multiple Google Accounts in Google Pay: At the top left of the app, tap Profile or your photo, then choose the account you want to add a card to. At the bottom right, tap Add a credit or debit card. To add a different payment method, tap Add other payment methods and follow the instructions on the screen. Use the camera to capture your card info or enter it yourself. If you’re asked to verify your payment method, choose a verification method from the list. Find and enter the verification code.

Note: After you try adding a card, you might see a small temporary charge on your account from Google Pay. This charge is used to verify that your card and account are valid. It won’t affect your balance and will disappear soon after.

You may be prompted to call. This security step enables us to verify that you’re the owner of the debit card being added. This process will help prevent someone from stealing your debit card and trying to add your card to a device.

Clothing retailers, grocery stores, pharmacies, restaurants, and other shops accept Google Pay. Just look for the contactless logo at checkout to see if the store accepts mobile payments. We suggest you carry your physical cards to use where Google Pay is not accepted.

Step 1: Wake up and unlock your phone. You don’t need to open Google Pay to make a payment, but you do need to have your phone screen on and your phone unlocked.

Step 2: Hold the back of your phone close to the terminal for a few seconds. If Google Pay sends the payment info, you’ll see a green checkmark. If you don’t see one:

  • Try holding your phone a different way.

  • Your NFC antenna could be near the top or bottom of your device.

  • Hold your phone closer to the terminal for a few extra seconds.

If you do see a checkmark, but the cashier says the payment didn’t work:

  • Double-check if the store accepts mobile payments.

  • Make sure your card information in Google Pay is up to date.

Step 3: Follow the on-screen instructions. When the payment goes through, follow the same instructions you would if you swipe your card. Debit cards: Enter the PIN you set up with your bank. This is different from the PIN you use to unlock your device.

If you don’t want to use your default payment method when it’s time to pay, you can change your default payment method or switch payment methods for a single transaction:

Change your default payment method

  • Open the Google Pay app.

  • Tap the card you want to make your default card.

  • Tap Set as default card.

Pay with a non-default payment method

You can make a one-time payment with a non-default card. If you want to switch cards for future purchases, you can change your default card.

  1. Unlock your device.

  2. Open the Google Pay app.

  3. Tap the card you wish to use for the transaction.

  4. Hold the back of your phone against the contactless payment terminal.

You can use Google Pay in apps or when you shop online if you see the “Google Pay” button or the “Buy with Google Pay” button. You can also use Google Pay on your Chrome mobile browser with participating merchants.

At checkout, tap the Google Pay purchase button. You might be asked to pick a payment method and enter your shipping address before confirming your order.

To get details on transactions and charges made using Google Pay:

  1. Open the Google Pay app.

  2. Tap the card you used to pay.

  3. Find and tap your transaction.

When making purchases at certain merchants, such as restaurants, hotels, and gas stations, you might see different transaction amounts from the final amount posted to your account. Refer to your account statement for final transaction details.

Note: If you ever need proof of purchase, you may still need to show the receipt you got from the merchant.

To return something you bought with Google Pay, you’ll need your store receipt, just like you would for any other purchase. If the merchant asks you to swipe your card, simply hold the back of your phone to the contactless payment terminal. For some returns, you might have to provide the last four digits of your virtual account number. You can find your virtual account number on the card details screen in your Google Pay app.

In some instances, a merchant may ask for your physical card to complete the return.

Edit a payment method using Google Pay: Payment methods can’t be edited from Google Pay. The best way to update your payment method info using the app is to delete it and add the card again with the updated information.

To remove a card or an account with your Android phone:

  1. Open the Google Pay app.
    a. If you have multiple Google Accounts in Google Pay: At the top left, touch your name, then choose the account you want to remove a card from.

  2. Tap the card you want to remove.

  3. Scroll down, then tap Remove card.

Data and Security

Why is Google Pay on my phone?

If you have an Android phone, you might see the Google Pay app in your device’s list of apps. Some Android phones in countries where the app is available come with Google Pay already installed. You can disable the app at any time.

Data protection: Your payment information is encrypted and stored on secure servers.

Virtual account numbers: Each payment card you add gets a virtual account number that merchants see when you buy. Your payment information isn’t shared with merchants.

Delete unused cards: If your device has been turned off, lost, or otherwise inactive in the last 90 days, then cards will be deleted for your security.

Screen lock: You’ll need to set up a screen lock on your device before you add cards. If you turn screen lock off, Google Pay removes your cards for your protection.

If your phone is lost or stolen, you can find, lock, or erase it using Android Device Manager. If you lock your device, Google Pay can’t be used. If your device can’t be contacted, your payment information might be removed so no one can access it. If you find your device, unlock it and add your payment information again to use Google Pay. 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.

If you can’t use Android Device Manager, please call 1-855-585-8329 right away and you can have your device account number temporarily suspended or deleted.

Adding your debit card to Google Pay is your choice. You can add and remove cards anytime.

Yes, using your Eastern Bank Debit MasterCard with Google Pay carries the same security features as the physical card. You’ll continue to be protected by MasterCard’s Zero Liability program so that you won’t be responsible for any fraudulent activity on your account as long as you reasonably protect your card and device from loss or theft, and promptly report any loss.