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General

Paying with Mobile Payments

Is there a maximum dollar amount for a purchase? Expand/Collapse

No, there is no maximum value for mobile payment transactions, since each purchase is verified within the mobile payments using PIN, fingerprint or iris scan. Please contact us at 1-800-667-7477 if you experience a situation where a retailer has imposed a limit on mobile payments transactions.

Am I subject to a daily spending limit? Expand/Collapse

Yes. Conexus credit union will continue to monitor your total spending across the payment services that access your account, including your Conexus Member Card at retail locations via mobile payments. Mobile payment purchases are included in your existing total limit.

Is there a cost to using mobile payments? Expand/Collapse

Mobile payment transactions will show a checkmark with a Payment Completed message when the transaction is processed.

Will I have to sign a receipt or enter a PIN at the POS terminal when paying with mobile payments? Expand/Collapse

No. mobile payment purchases are authenticated using fingerprint, iris scan or PIN code on your device.

How do I view recent mobile payment transactions? Expand/Collapse

To view your most recent mobile payment transactions, open mobile payments on your device and select your Conexus Member Card. The transaction panel will display your most recent transactions first. To view more transactions, swipe up from the bottom of the screen.

Will I receive a notification on my phone for a declined transaction? Expand/Collapse

Yes, you will receive notifications for both declined and approved transactions.

Why does the transaction history on my smartphone not include all mobile payment transactions? Expand/Collapse

Each device is assigned a device account number and shows only transactions completed with its device account number. The device account number is different from your physical card number. This security feature helps us to manage situations when a device is lost, stolen or upgraded. For a full transaction history, please review your account history in online or mobile banking or on your account statement.

Troubleshooting Mobile Payments

Will the case on my phone interfere with making purchases? Expand/Collapse

Mobile payments should work at all terminals that accept Interac® Flash. Depending on the location of the signal from the phone and the case that you are using, you may need to either remove your case or re-position your phone near the POS terminal. Because POS terminals may be slightly different, you may find that this experience varies from terminal to terminal..

Do I need network access to make a purchase? Expand/Collapse

No. Your device (powered and unlocked) has everything you need to complete a purchase at a retailer, even without network access. As with card purchases, you may not complete a purchase if the POS terminal is off-line or unavailable. You will need network access to receive transaction notifications from your device.

How do I do a Refund? Expand/Collapse

Refunds are initiated by the Merchant at the POS terminal following the same process as a purchase within mobile payments. The key difference is that you may be asked to provide to the cashier the last four digits of your Device Account Number instead of the last few digits of your card number. Successful refunds will be processed immediately to your account.

Managing Change - What If I....

Upgrade the operating system on my device? Expand/Collapse

Mobile payments should not be affected by updating the operating system.

Reset my device? Expand/Collapse

All payment information in your mobile wallet will be deleted. You will need to set up and add your payment card information into your mobile wallet again after your device has been reset.

Change my SIM card? Expand/Collapse

Mobile payments should not be affected when you change your SIM card.

Change my lock screen password? Expand/Collapse

Mobile payments should not be affected when you change your lock screen password.

Lose my device? Expand/Collapse

If your device is lost or stolen, you can use your device's Find My Mobile service to remotely lock or wipe your device. This will lock or wipe your mobile wallet as well as your registered cards. You can also contact your credit union immediately if you lose your mobile phone. We will de-activate your Conexus Member Card within your device's mobile wallet.

Lose my device, and then find it? Expand/Collapse

Suspended cards can be resumed, but deleted cards cannot. If your Conexus Member Card has been deleted from your mobile wallet, you will be required to add it again.

Delete my card and then want to reactivate it? Expand/Collapse

You can add any cards you previously deleted as normal.

Sell or upgrade my device? Expand/Collapse

Before you sell your device, you must delete your card from your mobile wallet. You may optionally contact us to ensure that your card has removed from your mobile wallet.

Lend my device to someone? Expand/Collapse

We recommend you remove your card from your mobile wallet before lending your device. Avoid lending your phone to anyone with whom you do not have a trusted relationship.

Get a new debit card? Expand/Collapse

If you get a new debit card, remove the previous card from your mobile wallet and add the new card.

Change the accounts linked to my card (chequing or savings)? Expand/Collapse

Changing the accounts linked to your Conexus Member Card will have no impact on your mobile wallet.

Change my default account for Interac® Flash purchases? Expand/Collapse

If you change your default account for Interac® Flash purchases, it will also become your default account for your mobile wallet.

Receive an error, “Card Not Added – Contact your issuer”, message while adding a card? Expand/Collapse

Your Conexus Member Card is closed and therefore cannot be used.

Security & Technology

What is NFC? Expand/Collapse

NFC stands for Near Field Communication, which is a contactless proximity technology – the same technology that powers Interac® Flash cards. It is known for short range, secure transmission, with a maximum distance of less than 5-10 cm. In practice, phones need to be held very near to device readers for a few seconds to complete a transaction.

How do I know if a terminal accepts NFC? Expand/Collapse

Just look for the Interac® Flash logo or the contactless symbol at checkout to know if a terminal is capable of NFC technology.

How does the technology work? Expand/Collapse

When you register a card with your mobile wallet, the card is assigned a device account number. The device account number is different from your physical card number and is unique to your device. Your device account number is used to make purchases with mobile payments.

Are mobile payments transactions secure? Expand/Collapse

Yes. Each mobile payment transaction is protected by, and requires, your authorization using PIN, fingerprint or iris scan. Your card number is not shared with the merchant or saved on your mobile device.

Apple Pay

Getting Apple Pay

Am I eligible for Apple Pay? Expand/Collapse

If you have a Conexus MasterCard or Member Card and an eligible Apple device, then you can get Apple Pay! Apple Pay is available to consumers and small businesses.

Which iOS devices support Apple Pay? Expand/Collapse

Apple Pay is supported on the iPhone XR, iPhone XS, iPhone XS Max, iPhone X, iPhone 8, iPhone 8 plus, iPhone 7, iPhone 7 Plus, iPhone 6s, iPhone 6s Plus, iPhone 6, iPhone 6 Plus, iPhone SE, Apple Watch Series 4, Apple Watch Series 3, Apple Watch Series 2 and any Apple Watch paired with iPhone 5 or later, iPad Pro (3rd Generation), iPad Pro (6th generation), iPad Pro, iPad (5th generation), iPad Air 2, iPad mini 4, iPad mini 3.

General Questions

What happens if my Conexus Mastercard or Member Card is lost or stolen and it’s in my Apple Wallet? Expand/Collapse

Report your card as lost or stolen:

Member Card
Call us at 1.888.667.7477 to report your Member Card as lost or stolen.

Conexus Mastercard
Call:
  • 1-833-528-2273 (Canada and U.S.)
  • 1-647-252-9564 (International Collect)

You can also use the Find my iPhone app on another Apple device to temporarily or permanently suspend your card from Apple Pay.

You can also remove your card from Apple Pay:
  • Go to Settings, and select Wallet & Apple Pay
  • Select a card and tap Remove Card

Which account will Apple Pay access using my Member Card? Expand/Collapse

Apple Pay will use the same default account (CHQ/SVG) that you use for Interac® Flash purchases.

Paying with Apple Pay

How do I use Apple Pay? Expand/Collapse

If you’re using an iPhone, hold it up to the payment terminal with your finger on the home button.  You’ll see “Done” on the display, along with a subtle vibration and beep, letting you know your payment information was sent.  The display will let you know when the payment is approved.

For Apple Watch, hold the watch screen to the payment terminal and double click the side button. A tap and a beep will confirm your payment.

Does Apple Pay work internationally? Expand/Collapse

Apple Pay using your Conexus Credit Union Member Card works wherever Interac® Flash is accepted.  At this point, Interac® Flash is only accepted in Canada.

Apple Pay, using your Conexus Mastercard works wherever your Apple Product works. If your Apple Phone is set up to work internationally (i.e. you can use data internationally), you can use Apple pay internationally.

Don’t forget to look for one of these symbols are displayed at checkout.



Where can I pay with Apple Pay? Expand/Collapse

You can use Apple Pay to make payments:

  • In stores with supported devices wherever contactless payments are accepted
  • In participating merchant apps
  • On the web with supported devices

Look for one of these symbols at checkout: 

Lose my iOS device Expand/Collapse

Conexus Mastercard

Call Collabria so that we may de-activate your Conexus Mastercard within Apple Pay.
  • 1-833-528-2273 (Canada and U.S.)
  • 1-647-252-9564 (International Collect)

Member Card
If you would like to deactivate your card, call us at 1.888.667.7477.

You can also use the Find my iPhone app on another Apple device to temporarily or permanently suspend cards from Apple Pay.

Deactivating / Card Removal

How do I remove a card from Apple Pay? Expand/Collapse

To remove a card from Apple Pay on an iPhone:

  1. Open your Wallet App and select the card you would like to remove
  2. Touch the information button in the bottom right corner (underneath recent transactions)
  3. Select “Remove Card”
To remove a card from Apple Pay on an Apple Watch:

  1. Open the Apple Watch App and select My Watch
  2. Tap on Passbook & Apple Pay
  3. Select the card you would like to remove and tap “Remove Card”

Will removing my card deactivate my plastic card? Expand/Collapse

No, removing add or removing your card from Apple Pay will have no effect on your plastic card.

Google Pay

Getting Google Pay

Am I eligible for Google Pay? Expand/Collapse

If you have a Conexus Member Card Debit Card or a Conexus Mastercard and an eligible Android device, then you can use Google Pay! Google Pay is available to consumers and small businesses.

Which devices support Interac® Debit on Google Pay? Expand/Collapse

Google Pay is compatible with most modern Android devices with Android Lollipop 5.0 or above across multiple manufacturers (including Huawei, Samsung and Blackberry) and form factors (including mobile phones, tablets and wearables).  To make in-store 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 NFC.

Are there reasons why my Android device would be excluded from Google Pay? Expand/Collapse

Devices that have been jailbroken or otherwise tampered with are not eligible for use with Google Pay. The device’s operating system must also be kept up to date.

Can I use my Google Watch with Google Pay? Expand/Collapse

Yes, you can add a card to Google Pay on your Google watch as well as other Wear OS devices paired with a phone; such as Huawei Watch 2, LG Watch Sport, and LG Watch Urbane 2.

Can I use my Conexus Mastercard with Google Pay? Expand/Collapse

Yes, you can use your Conexus Mastercard with Google Pay. To add it, just follow these steps:

1.    Download the Google Pay app from Google Play of the App Store
2.    Follow the on screen instructions to add your Conexus Credit Union Mastercard.
3.    Verify your card if needed. You're all set! Prefer to do things on desktop? Get set up at pay.google.com.

How many cards can I add to Google Pay? Expand/Collapse

You can add multiple payment cards and loyalty cards to Google Pay.

Paying with Google Pay

How do I make an in-store purchase with Google Pay? Expand/Collapse

With your smartphone:

  1. Wake up your device.
  2. If prompted, authenticate using the method you have setup for your device.
  3. Hold your phone over the terminal until you see a blue check mark on the screen.

With your wearable:
  1. On your watch, open the Google Pay app.
  2. If prompted, authenticate using the method you have setup for your device.
  3. Hold your watch over the contactless payment terminal until you hear a sound or feel vibration from your watch.
  4. In-app or online:
  5. You can also pay on the web or in-apps at online retailers that accept Interac Debit for Google Pay.

How do I pay with a card that isn’t my default card? Expand/Collapse

You can pay with other cards that aren’t your default card.

On your smartphone:
  1. Open the Google Pay app on your phone.
  2. At the top, on your card, swipe left until you find the card you want to use.
  3. Hold the back of your phone against the payment terminal.
  4. If prompted, authenticate using the method you have setup for your device.

On your wearable:
  1. On your watch, open the Google Pay app.
  2. Scroll to the card you want to use. When you see “Hold to terminal”, it’s ready to use.
  3. Hold your watch against the payment terminal until you hear a sound or feel vibration from your watch
  4. If prompted, authenticate using the method you have setup for your device.

How do I make my CU debit card or Mastercard my default Payment card for in-store payment? Expand/Collapse

On your smartphone:
  1. Open the Google Pay app.
  2. On the bottom, tap Payment.
  3. Tap card you want to make your default.
  4. Turn on Default for in-store purchases.

On your wearable:
  1. On your watch, open the Google Pay app.
  2. Scroll to the card you want to use as default and then tap it.
  3. From the bottom, swipe up on More.
  4. Tap Set as default card.

Deactivating / Card Removal

How do I remove a card from Google Pay? Expand/Collapse

To remove a card on your smartphone:

  1. Open the Google Pay app
  2. At the bottom, tap Payment, then select card
  3. To delete the card, in the top right tap “More”, then tap Remove payment method.
To remove a card on your wearable:

  1. On your watch, open the Google Pay app.
  2. Scroll to the card you want to remove and then tap it.
  3. From the bottom, swipe up on “More”
  4. Then tap “Remove”

Will removing my Conexus Member Card Debit Card or Conexus Mastercard from Google Pay deactivate my plastic card? Expand/Collapse

No. Removing your card from Google Pay will not affect your plastic card.

My device was lost or was stolen, and I want to delete my card. What do I do? Expand/Collapse

If your device has been lost or stolen, call us immediately at 1-800-667-7477 to remove your card from Google Pay. You can also log in to Find My Device and select Erase Device to permanently remove all data, including any payment cards enabled in Google Pay.

Samsung Pay

Getting Samsung Pay

Am I eligible for Samsung Pay? Expand/Collapse

If you have a Conexus Member Card or Conexus Mastercard and an eligible Samsung device, then you can get Samsung Pay! Samsung Pay is available to consumers and small businesses.

Which Samsung devices support Interac® Debit on Samsung Pay? Expand/Collapse

Samsung Pay is available on the latest Samsung devices: Galaxy S10e, S10 and S10+, Galaxy S9 & S9+, Galaxy S8 & S8+, Galaxy S7 & S7 edge, Galaxy S6, S6 edge & S6 edge+, Galaxy Note9/Note8/Note5, and Galaxy A8/A5.

Are there reasons why my Samsung device would be excluded from Samsung Pay? Expand/Collapse

Samsung devices that have been jailbroken or otherwise tampered with are not eligible for use with Samsung Pay. The device’s operating system must also be kept up to date. Will Samsung Pay work on any Android/Windows/Blackberry/iOS device? Samsung Pay is currently only available on eligible Samsung devices.

Can I use my Samsung Watch with Samsung Pay? Expand/Collapse

No, Interac® Debit on Samsung Pay is not yet supported on Samsung wearable devices.

Can I use my Conexus Mastercard with Samsung Pay? Expand/Collapse

Yes, you can use your Conexus Mastercard with Samsung Pay. To add it, just follow these steps:

1.    Open Samsung Pay and register your Samsung Pay PIN.
2.    Follow the on screen instructions to add your Conexus Credit Union Mastercard and select your preferred method to verify the card.
3.    Select your desired authentication option.

Does my Conexus Member Card need to be Flash enabled to use it on Samsung Pay? Expand/Collapse

No. You do not need a flash enabled Conexus Member Cards to use Samsung Pay.

How many cards can I add to the Samsung Wallet? Expand/Collapse

You can add up to 10 payment cards to Samsung Pay. There is no limit to the number of gift cards that can be added to Samsung Pay.

Paying with Samsung Pay

How do I make an in-store purchase with Samsung Pay? Expand/Collapse

To make a payment with your Samsung smartphone:
  1. From the lock screen, swipe up from the home button or open the Samsung Pay app.
  2. Select your Conexus Member Card and authorize the payment using your PIN, fingerprint, or iris scan.
  3. Hold your phone over the payment terminal to complete your transaction.

How do I pay with a card that isn’t my default card? Expand/Collapse

Open Samsung Pay on your phone and touch Wallet, touch the CREDIT/DEBIT tab, and then select your Conexus Member Card.

How do I make my CU debit card or Mastercard my default card? Expand/Collapse

You do not have the ability to set a default card in Samsung Pay. The last card used or viewed would be the card defaulted for payment. You can swipe left and right to scroll through your payment cards and select the one you want to use for payment.

Deactivating/Card Removal

How do I remove a card from Samsung Pay? Expand/Collapse

To remove a card from Samsung Pay on your Samsung phone:
  1. Open the Samsung Pay app.
  2. Touch Wallet, and then touch CREDIT/DEBIT.
  3. Select the card you want to remove, and then touch “…” (the three dots at the top of the screen) for More Options.
  4. Touch Delete Card and then choose a reason for removing the card.
  5. Touch DELETE and then authenticate using your PIN, fingerprint or iris scan.

Will removing my Conexus Member Card or Conexus Mastercard from Samsung Pay deactivate my plastic card? Expand/Collapse

No. Removing your card from Samsung Pay will not affect your plastic card.

My device was lost or was stolen, and I want to delete my card. What do I do? Expand/Collapse

If your device has been lost or stolen, call us immediately at 1-800-667-7477 to remove your card from Samsung Pay. You can also log in to Find My Mobile and select Erase Data to permanently remove all data, including any payment cards enabled in Samsung Pay.