What to do when payments and digital IDs don’t seem to work.
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Google Wallet is one of those apps that you quickly get used to having. Switching actual cards for virtual ones that let you pay for your shopping with your phone means you can ditch your physical wallet (and the clutter you’re keeping in it). Once it’s set up, you shouldn’t really need to think about much else.
Seamless to use, or so it should be. There are problems that can make it difficult to use Google Wallet. Obvious ones, like a card that won’t add, are frustrating enough, but there are other common issues you’ll need to watch out for. Your phone settings, and even your bank or phone provider, might be a barrier.
Here are some of the problems that you might encounter and, if you do, what you can do to get things working again.
Your phone won’t make contactless payments
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You’ll know if your phone isn’t ready to make contactless payments if it doesn’t respond when you tap it on a contactless terminal in a store while the phone is unlocked. You can check that your phone is ready to pay by opening Google Wallet, tapping your profile picture, and selecting Payment Setup. Any outstanding issues that need resolving, such as a card that hasn’t finished setting up, can be fixed here. Google’s built-in guide for this will help you get started.
You’ll also need to enable NFC, the tech that lets your phone communicate with payment terminals, by searching for it in your phone’s settings and switching it on. On a recent Samsung Galaxy smartphone, it’ll be listed under Connections > NFC and contactless payments, and you’ll need to make sure this slider is tapped on. You can search for NFC in the Settings app if it isn’t listed there.
With your card ready, you should be able to unlock your phone and hold its back against the contactless reader for a few seconds for the contactless payment to complete. One of Google Wallet’s advantages over Apple Wallet is that you shouldn’t need to open the app at all to get this to work, as it’ll use your default card. You can use an alternative card by swiping through to that card in the Wallet app.
Move your phone around slightly if it doesn’t work the first time, as the NFC antenna might be in a different place to what you expect. Waving it quickly over the terminal isn’t the right method, either: just hold it in place to give it a chance to connect.
Your case is a potential blocking point, too. Thick cases, cases made of metal, and those that include slots to hold physical cards can all block or interrupt a reader. You can always double-check if it’ll block payments by simply giving it a go, but you’ll probably want to do this in a store that isn’t busy. If it doesn’t work, remove the case, try again, and you’ll know for sure if the case is the problem.
Also, keep an eye for any on-screen checks and instructions. You may need to verify if it’s the first payment you’ve made with a contactless card. If a payment fails unexpectedly, double-check with your bank to see if the issue is separate to your digital card. You can check Google’s troubleshooting guidance if you do run into issues, too.
Your bank card won’t add or finish verifying
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A key problem with digital cards in Google Wallet is an incomplete setup. You can only start making contactless payments if your card is set up and ready to go. Just having a physical bank card isn’t a guarantee that it’ll translate into support for Google Wallet, though. Not all banks support Google Wallet, and you’re also going to need a card or bank account that’s eligible, too.
You should check with your bank or card provider in the first instance if setup fails. You can double-check your card’s eligibility online but, even if it is eligible, your bank may need to approve it, or require you to go through additional verification. Google will warn you if it couldn’t finish the setup process which is usually a sign that your bank isn’t accepting the request. It’s worth checking if your bank has an Add to GPay option in your banking app or online account, which will give you another (approved) way to set up your card details.
Even if you do everything right, verification might still be the sticking point. You might, for instance, need to wait for a code in a text message from your bank to complete the process. If that doesn’t arrive, check in with your bank, and make sure your correct details are on file. This is a common problem for people with decades-old accounts and outdated phone contact details that meant that, when they needed to verify online, they couldn’t.
If your details are up-to-date, request another code, making sure to check spam and other folders. Other verification methods might be offered, depending on your bank, with phone calls and bank account code verification listed on Google’s website as potential verification methods. Tap Finish Setup within the Wallet app to complete any remaining steps to use your card before you can use it.
Your phone doesn’t meet security requirements
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There are a couple of security conditions that your phone will need to have in place to be able to make contactless payments using Google Wallet. Google lists a few of them, but a key one is Google Play Protect certification.
You can check if your phone is certified by opening the Play Store, tapping your profile icon, then tapping Settings > About. Under Play Protect certification, you’ll see Device is certified appear if you’ve got it. Without it, Google will block contactless payments entirely to protect your financial data. You might be able to fix this by updating Google Play services and installing any available Android system updates, too.
As a bare minimum, Google is expecting you to use basic security on your phone, such as a screen lock. A pin, pattern or password will do, as will biometrics, but you’ve got to have something in place so that your phone can’t just be unlocked without any security measures. You might also need to unlock your phone the first time you restart to make sure you can make a contactless payment.
It gets trickier if you’ve tweaked your phone with an unlocked bootloader or a custom Android ROM. These can block the required checks, and you’ll need to check the guidance online. For instance, privacy-focused GrapheneOS doesn’t support NFC payments using Google Wallet, so you can’t make contactless payments with a phone running it.
You can’t add your digital ID
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Struggling to add an ID pass to your Google Wallet? Your phone will need to support it, and your ID will need to come from a country that has enabled support for it, too. Again, you can find up-to-date eligibility listed on Google’s website. Your phone needs to run Android 9 or later, and you’ll need NFC and a screen lock enabled. You’ll also need to use a personal Gmail account, as a business or custom account won’t work.
How you manage this can prove problematic. Your phone needs to cleanly read your passport’s NFC chip, so remove your phone case, lay your passport flat and slowly move the back of your phone over its cover or photo page. You’ll also need to run through extra verification, like recording your face. This’ll only work with one device at a time, so if you’ve already done this on another phone, you’ll need to remove that pass first.
Most problems with Google Wallet only need a quick settings change, but you might need to check with your bank that your card is ready to work with it. Try to keep your physical cards handy, and don’t ditch your physical ID, either, as digital IDs aren’t accepted everywhere.