We're improving our systems! Our app, internet banking and ATMs will be unavailable on Tuesday 7 Dec from 9.30pm-11.30pm AEDT. Card transactions still available. Visit our Facebook page for more info.

Your local branch hours may have changed as we navigate COVID-19. Things can change quickly, save yourself the trip and check your local branch info.

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If you can’t find the help you need here, please ask us a question via web chat, give us a call or drop into a nearby branch.

Need more help with Google Pay?

We have your Google Pay questions answered.

First, download Google Pay from the Google Play Store. Second, you can add an eligible card  by snapping a picture or entering your account number manually.

If your eligible card is already set up for Google Play, you can simply add that card to Google Pay by confirming a few details.

Any Android™ smaphones and tablets running Android Lollipop 5.0 or above. To make contactless payments, your phone also needs to support NFC (Near Field Communication).

To check for NFC, look for it in your phone’s Settings app. You can make in-app payments even if your phone does not have Host Card Emulation (HCE). Find out more.

You can pay with your Android Phone at hundreds of thousands of merchants. Easily pay wherever contactless payments are accepted or where you see one of these symbols:

Contactless logo

You can also use Google Pay in many of your favorite apps. Just look for the Buy with Google Pay button. You can see the apps that accept Google Pay on the Google Play Store. 

When paying in-store:

  1. Simply wake up your phone. No need to open the app.
  2. Hold the back of your device near the contactless payment terminal and wait for the blue checkmark.

When paying within apps:

With Google Pay, you can check out in hundreds of apps without having to enter your payment information. Catch a ride, order takeout, or get tickets to that just-announced show with the simple press of a button.

Visit Google's website or contact your bank if your card is not currently supported.

Get in touch to speak with someone from our team.

Open the Google Pay app on your device. Find and select your Newcastle Permanent card and tap 'Make Default'. Your card should now be displayed first when the digital wallet is opened. Learn more.  

Google Pay protects your payment info with multiple layers of security, using one of the world’s most advanced security infrastructures to help keep your information safe. Learn more

You can use the Android Device Manager to lock or erase your Android device, or contact us if you need some help. Learn more.

The same transaction limits on your card will apply to Google Pay and you may have to enter your PIN at the terminal if it's required.

In most instances, a return should work with Google Pay the same as it would if you had swiped a regular card. The key difference is that instead of the merchant having to swipe your card again you'll have to hold your phone near the payment terminal again to verify the return. Be sure to check that the Card selected in Google Pay is the one that you used for the original purchase. In some cases you may also be asked for the last few digits of your Card number. If this happens, you should provide the last few digits of your virtual account number.

To view the last four or five digits of the virtual account number go to "Card details" or "Transaction details.

Check with your retailer before making the return, as some merchants will require your physical card to process the refund.

Generally no, but you might need to enter a PIN for some older merchant terminals.

You'll be able block your physical card if it's lost or stolen and still use Google Pay as a backup. Your details will automatically update in the Wallet app if you request a replacement card.

  1. Open the Google Pay app on your device.
  2. Tap the Menu in the top left and select 'Payment Methods'.
  3. Tap the card you want to remove.
  4. Tap the 'More' ellipses in the top right then 'Remove payment method'.
  5. This card will be removed from the digital wallet on your device.

Learn more.  

Google Pay transactions will appear like they do now for your other payments in the app or internet banking and will also appear in the mobile wallet. You can contact us if you need more information about a particular transaction.

Your payment may be declined for several reasons:

  1. You may need to request a one-time passcode to complete the verification process and continue with your payment
  2. There may be a billing issue with a previous transaction. You'll need to fix this before you can make any other purchases.
  3. Your physical card may have expired or been cancelled
  4. You may have insufficient funds in your account or insufficient credit limit
  5. There may be a temporary block on your card
  6. You may have entered an incorrect PIN
  7. The merchant terminal may not support digital payments.

No money will be taken from your account if a payment fails. Get in touch if you need additional support.

There are no additional fees for adding your card to Google Pay though normal transactions costs may apply. View the relevant Terms and Conditions. 

Google Pay Terms of Use.
Google, Google Pay and the Google Play logo are trademarks of Google LLC.