support

General Questions

Why do I keep getting asked to enter my passcode?

Why do I get a 1013 error message?

Am I eligible for Mobile Pay?

Does my phone support Mobile Pay?  

Are there other reasons why my phone would be excluded from Mobile Pay?

Will my Apple / iPhone work with Mobile Pay?

Does my Blackberry / Windows phone work with Mobile Pay?

How does Mobile Pay fit with my Conexus Mobile App?

Can I use my Conexus Mastercard with Mobile Pay?

Mobile Pay Setup

How do I set up Mobile Pay?

Which account should I use for Mobile Pay?  

Why (and how) do I select a passcode?

Can I add a second account or card to Mobile Pay?

What are the terms and conditions of Mobile Pay?

Using Mobile Pay

How do I use Mobile Pay?

Are there faster ways to pay? What is “Always On”?

How much time do I have to complete a purchase?

When will I enter a passcode?

Is there a limit to how much I can spend using Mobile Pay?

How do I change or reset my passcode? What if I forget my passcode?

Is there a cost to using Mobile Pay?

How do I know when a purchase is complete?

Troubleshooting Mobile Pay

Will the case on my phone interfere with making purchases?

What should I do if the phone is not working with the POS terminal?

Do I need network access to make a purchase?

How do I receive a refund?

I’m having trouble with Mobile Pay. Who do I contact?

Security & Technology

How is Mobile Pay secured?

What is NFC?

How do I know if a terminal accepts NFC?

Can Mobile Pay be “skimmed” to create fraudulent transactions?



Why do I keep getting asked to enter my passcode?

If you are continually asked to enter your passcode go into Settings/Mobile Pay/Options. Change required passcode to “On”. Once you do this, you will only need to enter your passcode once before making a purchase.

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Why do I get a 1013 error message?

If you get a 1013 error message it is a general message that means there is a connectivity issue. Click the retry button to proceed.

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Am I eligible for Mobile Pay?

If you have a Conexus MEMBER CARD, an eligible Android phone and the latest version of the Conexus Mobile App, then you can get Mobile Pay! Mobile Pay is available to personal and business members.

If you meet the criteria described below and cannot get Mobile Pay, please contact us at 1-800-667-7477.

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Does my phone support Mobile Pay?  

Android phones with operating systems (OS) 4.4 and above come equipped with NFC technology, making them eligible for Mobile Pay (more information about NFC can be found in the security and technology section). Major Android handsets such as Samsung Galaxy S4 / S5 / S6 / Note / Edge, Google Nexus 5 / 6 / 7 / 9, Motorola Moto / RAZR, LG G2/G3/G4 and HTC One are just a few of the phones that are eligible for Mobile Pay. You will need to have the latest version of the Conexus Mobile App active on your phone. If you download the app to an eligible phone, Mobile Pay will appear as a menu option.

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Are there other reasons why my phone would be excluded from Mobile Pay?

Phones that have been rooted or otherwise tampered with are also not eligible for Mobile Pay.

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Will my Apple / iPhone work with Mobile Pay?

As of today the iPhone will not work with Mobile Pay. Mobile Pay works with Android phones with OS 4.4 and above.

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Does my Blackberry / Windows phone work with Mobile Pay?
As of today, only Android phones support Mobile Pay. Phones running either Blackberry or Windows operating systems do not support Mobile Pay. The Blackberry PRIV - Blackberry’s only phone which runs on the Android OS - does work for Mobile Pay.

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How does Mobile Pay fit with my Conexus Mobile App?

Mobile Pay is built right into the same app that you use today to see your balances, pay bills and transfer funds. Mobile Pay delivers fast and easy payments, while maintaining the security that you would expect from the Conexus Mobile App.

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Can I use my Conexus Mastercard with Mobile Pay?

Mobile Pay is being launched first with the MEMBER CARD, allowing you to make everyday purchases directly from your Conexus account.

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Mobile Pay Setup

How do I set up Mobile Pay?


If you are using an eligible phone, Mobile Pay will appear as a menu option within the Conexus Mobile App. Select that option to complete the quick set up process.

If Mobile Pay does not appear as an option, and you meet the criteria described above, please contact us at 1-800-667-7477.

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Which account should I use for Mobile Pay?  

If you are activating a MEMBER CARD that you use today to make purchases using Interac Flash, Mobile Pay will use the same default account (CHQ/SVG) that you use for Interac Flash purchases. You may select or change this account by contacting us at 1-800-667-7477.

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Why (and how) do I select a passcode?

When activating Mobile Pay, you will be asked to select a passcode. This (4-12) digit numeric code will be used to complete larger purchases (over $100) and from time to time to verify your identity and protect your account.
For security reasons, this passcode should be different from your card PIN and your Conexus Mobile App password. Remember – you should also avoid choosing a passcode that is easily guessed, such as a birthday or a simple sequence of numbers.

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Can I add a second account or card to Mobile Pay?

Not at this point. You can deactivate your existing card on Mobile Pay, after which you can activate a new account or card.

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What are the terms and conditions of Mobile Pay?

The Mobile Pay service is governed in accordance with the terms and conditions of the Debit Card / Personal Information Number .

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Using Mobile Pay

How do I use Mobile Pay?

Instead of inserting or tapping your card, simply open Mobile Pay by tapping the Mobile Pay icon and holding your phone in close proximity to the reader to complete your purchase. Your phone will need to be powered and unlocked to use Mobile Pay.

Please note – your phone may prompt you to choose Conexus Mobile App as your default mobile payment.

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Are there faster ways to pay? What is “Always On”?

Conexus has enabled several features that make Mobile Pay easier to use – without compromising security. Always On allows you to hold your powered and unlocked phone near the POS terminal – and automatically opens Mobile Pay within a second or two.

Within your “Settings” menu, you have the option to turn the Always On feature off or on. You can also enable Mobile Pay for “Always On” from within the Tap & Pay settings menu in Android OS – simply set your Mobile Pay as the default for Tap & Pay.

Conexus has also enabled a “Mobile Pay” shortcut from your phone’s home screen for your convenience, which takes you directly to Mobile Pay to complete a purchase.

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How much time do I have to complete a purchase?

Once Mobile Pay is open, you have 30 seconds to hold your phone near the reader and complete the purchase. You will see an option to add more time or restart the timer on the “Mobile Pay” screen.

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When will I enter a passcode?

For purchases over $100, you will be prompted to enter the passcode that you selected when you set up your app. From time to time, you may also be prompted for your passcode for additional security. For even more security, you may choose to require a passcode for all purchases. This option is available in your Settings.

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Is there a limit to how much I can spend using Mobile Pay?

There are transaction limits for purchases made using Mobile Pay. For purchases over $100 you will be prompted to enter a passcode. There is also a cumulative limit. After you have reached a total spend of $200, you will need to enter your passcode. This will reset the limit.

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How do I change or reset my passcode? What if I forget my passcode?

You will get five attempts to enter your passcode. The last three tries will be counted down after which you will be required to change or reset your passcode.

You can change or reset your passcode from the Settings within Conexus Mobile App by entering your old passcode. If you have forgotten your old passcode you will be asked for your online banking password. You should choose a 4-12 digit, numeric passcode that is easy to remember, but avoid numbers that are easy to guess such as 1234 or birthdays.

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Is there a cost to using Mobile Pay?

Mobile Pay is included with the Conexus Mobile App as part of your Conexus account. Each Mobile Pay payment will count as an additional transaction, if you pay transaction fees for your account. Please contact Conexus any time to discuss the right account package for you.

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How do I know when a purchase is complete?

The phone will confirm for you that a purchase request has been successfully made. The POS terminal will communicate whether the transaction has been successfully approved, as it does today.

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Troubleshooting Mobile Pay 

Will the case on my phone interfere with making purchases?

Mobile Pay transactions use a signal from within the phone to interact with the POS terminal and complete the purchase. The Mobile Pay signal is a magnetic field created by a small antenna – and interacts with a similar antenna on the POS reader. Depending on the thickness and material of the phone’s case, there could be interference – resulting in inconsistent usage.

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What should I do if the phone is not working with the POS terminal?

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 reposition your phone on the POS terminal.

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Do I need network access to make a purchase?

Your phone (powered and unlocked) together with the Conexus Mobile App has everything you need to complete a purchase at a retailer, whether or not you have network access at that time.

The Conexus Mobile App will occasionally require connection to the network to stay current. You may receive an occasional message from the app to connect to the internet to get updated.

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How do I receive a refund?

Refunds are initiated by the merchant at the POS terminal, following the same rules as refunds do today. A refund follows the same process as a purchase within Mobile Pay. When you are prompted at the terminal, simply open Mobile Pay by clicking the Mobile Pay icon and holding your phone in close proximity to the reader to complete the refund. You will be informed at the end of your transaction, within the app, as to whether your refund was successfully completed. Refunds will be processed immediately to your account.

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I’m having trouble with Mobile Pay. Who do I contact?

If you are having any difficulty with Mobile Pay technology, please call us at 1-800-667-7477 and we will be happy to answer your questions.

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Security & Technology

How is Mobile Pay secured?

Mobile Pay builds on the security of Interac Flash contactless chip debit technology, using state-of-the-art encryption and tokenization. Encryption protocols are equivalent to those used with chip and PIN cards. Tokenization ensures that your card number is never stored within your phone, leaving it shielded in the event of an attack.

Mobile Pay also offers strong consumer protections such as transaction limits and passcode verification. A passcode is required for all purchases over $100, and from time to time to validate your identity. For even more security, you may choose to require a passcode for all purchases – this option is available in your Conexus Mobile App settings. Of course, avoid selecting a passcode with numbers that are easy to guess such as 1234 or birthdays.

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What is NFC?

NFC stands for Near Field Communication, which is a contactless proximity technology. NFC uses the same standards as plastic cards (such as Interac Flash or Mastercard PayPass), which allow you to tap your card to complete transactions. 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.

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How do I know if a terminal accepts NFC?

You will know that a terminal is capable of reading NFC if it has the label to the right, which looks a bit like the Wi-Fi symbol. For Mobile Pay, you will also need to ensure that the reader has the correct software to accept Interac Flash.

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Can Mobile Pay be “skimmed” to create fraudulent transactions?

Skimming is not possible with Mobile Pay. Mobile Pay purchases are completed using transaction-specific, secure tokens, which consists of a unique, randomly generated sequence of numbers. The information passed through NFC is encrypted just like Interac Flash transactions.

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