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Frequently Asked Questions: Apple Pay®

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Popular Questions:
  • Is Apple Pay secure?
    Apple Pay is secure. Your card number is not stored in the phone nor used to make payments. Instead of using your card number when you add your card, a unique number is assigned. And your card in Apple Pay is protected by Touch ID® and/or your device passcode. Since you don’t have to show your credit or debit card, your private account information is protected.
  • Which cards and devices are eligible for Apple Pay?
    Your Citizens Bank consumer credit and debit cards are eligible for use with Apple Pay. To use Apple Pay in-store, you must have an iPhone® 6 or 6 Plus or an Apple Watch® that is paired with an iPhone® 5, 5c, 5s, 6 , 6 Plus or 7. You can also use Apple Pay on iPhone 6, 6 Plus, iPad Air® 2, or iPad® mini 3 for in-app payment transactions only.
  • Is there a fee to use Apple Pay?
    There are no costs associated with adding a card to Apple Pay. However, Apple Pay does require an active data plan in order to work. Your data plan may apply additional message and data charges.
  • Where can I use Apple Pay?
    You can use Apple Pay to make purchases in stores. Just look for the Apple Pay symbol at checkout.

    You can also use Apple Pay in participating merchant apps with supported devices. Look for the “Buy with Apple Pay” or “Apple Pay” button at checkout within the merchant apps.

    Keep in mind that not all merchants have signed up to support Apple Pay. As a result, you should continue to carry your physical cards to use at merchants where Apple Pay is not available. For a complete list of participating merchants, please go to http://www.apple.com/apple-pay.
  • How can I add my card to Apple Pay?
    To add your card on a supported iPhone or iPad, go to “Settings,” open “Wallet® & Apple Pay,” and select “Add Credit or Debit Card.” On a supported iPhone, you can also open the Wallet app to add a card.
  • Is Apple Pay secure?
    Apple Pay is secure. Your card number is not stored in the phone nor used to make payments. Instead of using your card number when you add your card, a unique number is assigned. And your card in Apple Pay is protected by Touch ID® and/or your device passcode. Since you don’t have to show your credit or debit card, your private account information is protected.
  • Does Citizens Bank protect my card in Apple Pay?
    Yes. Just like your physical credit and debit cards, your Citizens Bank virtual credit and debit cards are covered by Citizens Bank’s Zero Liability Protection1 for unauthorized purchases. The Zero Liability Protection covers fraudulent purchases and payments made by others using your Citizens Bank physical or virtual credit and debit cards. If you suspect unauthorized use of your card, please contact us immediately at the telephone number on the back of your card.
  • Why has my merchant asked me to enter a PIN for my transaction?
    Even after you’ve authorized the payment on your device, your merchant may ask you for a PIN to complete the transaction, if the transaction value exceeds a dollar amount.
  • Do I continue to have access to the same benefits my card offers if I use Apple Pay?
    Yes. You will continue to have access to the same benefits and protection that your card provides. There is no change to your existing card or its benefits.
  • Which cards and devices are eligible for Apple Pay?
    Your Citizens Bank consumer credit and debit cards are eligible for use with Apple Pay. To use Apple Pay in-store, you must have an iPhone® 6 or 6 Plus or an Apple Watch® that is paired with an iPhone® 5, 5c, 5s, 6 , 6 Plus or 7. You can also use Apple Pay on iPhone 6, 6 Plus, iPad Air® 2, or iPad® mini 3 for in-app payment transactions only.
  • How do I make my Citizens Bank card my default card?
    It’s easy. Open settings on your phone, go to “Wallet® & Apple Pay,” select “Default Card,” and put the check mark next to the Citizens’ card.

    To add a card on Apple Watch, you must first pair your Apple Watch® with a supported iPhone® running on iOS 8.2 or later using the Apple Watch app. Once paired, open the Apple Watch app on your iPhone, select "Wallet & Apple Pay," and then tap "Add Credit or Debit Card."

    Please note that the iPhone 5, 5c and 5s only enable payments for the Apple Watch. Payments cannot be made with the iPhone 5, 5c, or 5s alone.

    When adding your card, you can choose to add the card you already have on file with iTunes® or add new cards by manually entering your card information or taking a picture of your card. For every card you enter, you will need to accept the Citizens Bank Terms and Conditions for Apple Pay. You are also subject to Apple’s own terms and conditions.

  • Will the card image in Apple Pay match my physical card?
    No. The card image in Apple Pay may not look exactly like your physical card, but this doesn’t affect how your cards work with Apple Pay. However, the last four digits of your card appear at the bottom on the card in Wallet® so you know the correct card was loaded into Apple Pay.
  • What is a Device Account Number and how is it different from my card account number?
    For your security, when you add your card to Apple Pay, a Device Account Number is created for this card on that device. It is separate and unique to your device and different from your card account number. Your Device Account Number is used to make purchases with your card using Apple Pay. If you add the card to multiple devices, each device will have a separate Device Account Number.
  • How will an Apple Pay transaction appear on my statement?
    All transactions completed with Apple Pay will appear like any other transaction on your banking statement.
  • Why is the information shown in Apple Pay different from my Online Statement?
    Apple Pay will only include your last 10 payment transactions made on your card with Apple Pay. For all official statement information, please refer to your card account information either on citizensbank.com or the Citizens Bank mobile app. If you suspect that there has been fraudulent activity on your account, please contact Citizens Bank at the number on the back of your card.
  • Is there a fee to use Apple Pay?
    There are no costs associated with adding a card to Apple Pay. However, Apple Pay does require an active data plan in order to work. Your data plan may apply additional message and data charges.
  • Where can I use Apple Pay?
    You can use Apple Pay to make purchases in stores. Just look for the Apple Pay symbol at checkout.

    You can also use Apple Pay in participating merchant apps with supported devices. Look for the “Buy with Apple Pay” or “Apple Pay” button at checkout within the merchant apps.

    Keep in mind that not all merchants have signed up to support Apple Pay. As a result, you should continue to carry your physical cards to use at merchants where Apple Pay is not available. For a complete list of participating merchants, please go to http://www.apple.com/apple-pay.
  • How do I pay using my cards on the Apple Watch®?
    Once you’ve added a credit or a debit card, paying in stores is simple. Double-click the side button and hold the face of your Apple Watch to the merchant’s card reader. A slight vibration and a tone will confirm your payment information has been sent.
  • How can I add my card to Apple Pay?
    To add your card on a supported iPhone or iPad, go to “Settings,” open “Wallet® & Apple Pay,” and select “Add Credit or Debit Card.” On a supported iPhone, you can also open the Wallet app to add a card.
  • Can I put multiple cards on my device?
    Yes. At this time, Apple® allows up to eight cards on a device.
  • Can I add my card to multiple devices?
    Yes. You can add your card on up to 10 devices. Please note that your card must be added to each device and complete the card verification process separately.
  • How can I suspend the ability to make payments or remove my card from my device?
    To remove your card on iPhone® 6, iPhone 6 Plus, iPhone 7, iPad Air® 2, and iPad® mini 3, select “Remove Card” in the “Wallet® & Apple Pay” section of your device “Settings” or on the back of your card in the Wallet app. You can also visit icloud.com/settings to remove your card or Find My iPhone to temporarily suspend or permanently remove the ability to pay with your cards on your device. You may also call the telephone number on the back of your card to complete this request.

    To remove your card on Apple Watch, go to "Wallet" on your Apple Watch device, select your card, then hold and tap "Delete" to remove your card. Additionally, you can remove your card using the Apple Watch app on your iPhone. Open the Apple Watch app, select "Wallet & Apple Pay," then select your card and navigate to the bottom and tap "Remove Card." Please note that you can always visit icloud.com/settings to remove your card on Apple Watch.
  • If I receive a replacement card, do I need to update my card information with Apple Pay?
    Yes. Please remove the old card from the Wallet app, and then add your new replacement card to Wallet. You will also need to complete the card verification process to enable the card for use with Apple Pay.
  • My device is lost or was stolen, and I want to delete my card. What should I do?
    For iPhone or iPad, you can go to the Find My iPhone app to temporarily suspend or permanently remove the ability to make payment transactions from your device, even if your device is offline. If you suspend your card(s) using Find My iPhone, and putting it in Lost Mode, you can reactivate your card(s) simply by unlocking your device and entering your Apple ID "Passcode" when prompted. For any supported Apple device, you can always go to icloud.com/settings, choose the applicable device, and delete your card(s). If you believe your device or Apple Pay card information has been lost, stolen, or compromised in any way, call Citizens Bank immediately at the number on the back of your card.
  • How do I get a refund for something I purchased with Apple Pay?
    If you need to make a return for a purchase made with Apple Pay, you can receive refunds to your account. How the refund gets processed is up to the merchant – the merchant may simply credit your account and issue you a physical receipt, the merchant may reverse the transaction and prompt you to move your device next to the card reader to process the reversal, or the merchant may ask you to provide the last four digits of your Device Account Number instead of the last few digits of your card number to process your transaction. So, make sure that you bring your phone with you to the merchant when making a return. To find the last four digits of your Device Account Number for your card, visit the “Wallet® & Apple Pay” section of your device “Settings” or on the back of your card in the Wallet app.
  • Where can I view and manage my card in Apple Pay?
    For iPhone® 6, iPhone 7, iPad Air® 2, and iPad® mini 3, you can view and manage your cards in Apple Pay by going to “Settings” and selecting “Wallet & Apple Pay.” By tapping on an individual card, you can view the “Transaction Display” and manage the settings associated with that card in Apple Pay.

    For iPhone 6, you can also view and manage your cards in the Wallet app. When you select an individual card, you can tap the “i” to get to the back of the card, where you can view the “Transaction Display” and manage the settings associated with that card in Apple Pay.

    For Apple Watch®, you can view and manage your cards on Apple Watch within the Apple Watch app on your iPhone. Simply tap on an individual card to manage the settings associated with that card in Apple Pay. The Apple Watch app will not display transaction detail or transaction history. You may receive notifications on your Apple Watch if you have a card added to Apple Pay on your paired iPhone and have push notifications enabled.
  • I’m getting notifications for my card in Apple Pay on my device. What are these notifications and how can I turn them on/off?
    You will receive “Card Notifications” for your card in Apple Pay on iPhone and iPad letting you know about purchases made with your card and purchases made in Apple Pay. You can turn your notifications on or off by adjusting the “Card Notifications” settings for each card within the “Wallet & Apple Pay” section of your device “Settings.” Please keep in mind that by turning off your “Card Notifications,” you will no longer receive transaction notifications, will no longer see your transaction history on the back of your card in Apple Pay, and will not receive specific “Card Notifications” for cards added to Apple Pay for your Apple Watch.
  • What are the transactions listed with my card in Apple Pay?
    You will be able to see the last 10 Apple Pay payment transactions in the “Transaction Display” of your card in Apple Pay on iPhone or iPad. You can turn “Transaction Display” off when you turn off your “Card Notifications” in the “Wallet & Apple Pay” section of your device “Settings.” You should continue to review your banking statement as the official record of your transactions.

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