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We are excited to announce that Google Pay and Samsung Pay have been added as two new payment options for our members and we are confident that they will meet your mobile payment needs. Because of these new offerings, we will soon be phasing out our existing Mobile Pay for Android option in the coming months.  

If you choose to continue using Mobile Pay for Android while it is available, the below FAQs will assist you in any troubleshooting support. 

To access Google Pay and Samsung Pay, please visit the app store to download the app on your mobile device!

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Mobile Pay for Android Support Details and FAQs

Paying with Mobile Pay

How do I use Mobile Pay?

After agreeing to buy goods or services, the retailer’s POS terminal will prompt for payment, as it does today for card transactions. Instead of inserting or tapping your card, simply open Mobile Pay to the “Pay Now” screen, and hold 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.

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

Valley First 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 just a second or two.

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

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

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 “Pay Now” screen.

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 a passcode for additional security. For even more security, you may choose to require apasscode for all purchases — this option is available in your app settings.

What is Pay with Passcode ($100+)?

If you know that your purchase will be over the $100 limit, you may enter your Passcode in advance of the purchase. This eliminates the need to use the phone twice on the terminal to complete a larger purchase, and re-sets the cumulative dollar limit before you will need to enter your passcode again. Pay with Passcode verifies your identity and keeps you moving quickly through the line.

Is there a maximum dollar amount for a purchase?

There is no maximum dollar amount for Mobile Pay purchases. For purchases over $100 — and from time to time — you will be required to enter a passcode. Mobile Pay purchases are subject to the same spending limits that apply to your Valley First account.

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 the Mobile Banking App by entering your old Passcode. You can reset your passcode in the settings menu: under Mobile Pay, select ‘passcode’ and then ‘forgot passcode’. You will then be asked to provide your PAC (i.e. the password you use to log in to the mobile app) and will then be able to set a new passcode. You should choose a passcode that is easy to remember, but avoid series that are easy to guess such as 1234 or birthdays.

What happens when Passcode Entry does not work at a merchant location?

If you remember your passcode, but have been unable to complete a larger value purchase (over $100) at a merchant location, report this merchant location to Valley First so that we can work with them to get their systems updated.

Am I subject to a daily spending limit?

Valley First will continue to monitor your total spending limit across the services which access your account, including your POS, ATM and now Mobile Pay. This monitoring helps protect you from unauthorized use or access to your account. Mobile Pay purchases will be subject to this limit.

Is there a cost to using Mobile Pay?

No. Mobile Pay is included with your Mobile Banking App as part of your Valley First account. Each Mobile Pay payment will count as an additional transaction, if you pay transaction fees for your account. Please contact your branch any time to discuss the right account for you.

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.

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.

By re-positioning the phone on the terminal, and waiting up to a few seconds for the devices to communicate with one another, you should be able to successfully complete a purchase. For some thicker phone cases, you may need to remove the phone’s case to complete a purchase.

The antenna (an inductor actually!) is powered by NFC technology, which is further explained in the section on technology below.

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 re-position your phone on the POS terminal. And because POS terminals may be slightly different themselves, you may find that this experience varies from retailer to retailer.

What if my phone tells me that a purchase of 1 cent has been requested unexpectedly?

In some rare circumstances, we have seen information passed from the merchant terminal to the phone suggesting that a 1 cent transaction had been initiated. In these cases, the transactions have been processed correctly and Member accounts have been updated correctly. Please check your online account details regularly and report any discrepancies immediately.

Do I need network access to make a purchase?

No. Your phone (powered and unlocked) together with your Mobile Banking App has everything you need to complete a purchase at a retailer, whether or not you have network access at that time.

As with card purchases, you may not complete a purchase if the retailer’s POS terminal is off-line.

Your mobile banking 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.

How do I get 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. You will be informed at the end of your transaction within the app whether your refund was successfully completed. Refunds will be processed immediately to your account.

Managing Change - What if I...

…Download a new version of the Valley First Mobile Banking App?

You should not need to reactivate Mobile Pay. Mobile Pay should continue to be active within the new version of the app.

…Upgrade my Android OS?

You should not need to reactivate Mobile Pay. Mobile Pay should continue to be active within the app.

…Change my SIM?

You should not need to reactivate Mobile Pay. Mobile Pay should continue to be active within the app.

…Change my lock screen password?

In the vast majority of cases, this should have no impact on Mobile Pay. In some rare cases, changing the lock screen password may require re-activation of Mobile Pay.

…Lose my mobile phone?

You should contact your branch immediately if you lose your mobile phone.

…Sell or upgrade my mobile phone?

Before you sell your mobile phone, you should delete the mobile banking app from the phone. You may also wish to contact Valley First to ensure that Mobile Pay has been fully deleted from your phone. You will have to re-activate Mobile Pay on your new phone, using the same process you did the first time.

…Lend out my mobile phone to someone?

Before you lend your mobile phone at any time, you may set your app to “Pay with Passcode for all Purchases”. Selecting a passcode that avoids numbers that are easy to guess (such as 1234 or birthdays) will ensure that your account remains protected. Avoid lending your phone to anyone with whom you do not have a trusted relationship.

…Change the accounts linked to my card?

As long as you have not changed your default account for Interac Flash purchases, changing the accounts linked to your card should have no impact on Mobile Pay.

…Change my default account for Interac Flash purchases?

If you change your default account for Interac Flash purchases, it will also become your default account for Mobile Pay.

……Lose or have my MemberCard stolen?

If your MemberCard is lost or stolen:

  1. Contact your branch to report your card lost/stolen and to have a new card issued;
  2. Re-install the mobile banking app to unlink your lost/stolen MemberCard and link your new MemberCard.

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 & PIN cards. And 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 mobile banking app settings. Avoid selecting a passcode with numbers that are easy to guess such as 1234 or birthdays.

With an exceptionally secure debit network, Interac fraud is at a global low. And Mobile Pay is backed by the Interac Zero Liability Policy, meaning a Member will never be liable if fraudulent usage of Interac Flash can be established.

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.

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 Wifi symbol. For Mobile Pay, you will also need to ensure that the reader has the correct software to accept Interac Flash.

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. And like Interac Flash transactions, the information passed through NFC is encrypted.

How does the technology work?

Payments are delivered by Interac’s new mobile enablement platform. Interac has implemented state-of-the-art technology, using cloud-based payments (HCE protocols) and tokenization.

HCE protocols and tokenization allow payments to be delivered using the strongest security, using some of the same protocols as EMV chip cards (chip & PIN). HCE does not rely on the hardware-based SIM like many earlier bank trials, making it easier for our members to adopt and use Mobile Pay.

Android is a trademark of Google Inc. registered in the United States and other countries. Google Inc. is not a sponsor or participant of Mobile Banking for Valley First.

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