FAQ

General information

What is Apple Pay?

Apple Pay is Apple's payment service that allows you to pay more easily, faster and safer than ever for your purchases in shops, in apps and on websites in Safari with your iPhone, iPad, Apple Watch or Mac.
Is Apple Pay free?

Yes, the Apple Pay service is free.

Activating Apple Pay and managing your cards

How do I activate Apple Pay in Hello bank! app?

Apple Pay requires the latest version of iOS, watchOS or macOS on your device. For the iPhone, that is currently iOS 12.1. The Apple support website has more information on how to update your iPhone or IPad, Apple Watch or Mac.

For iPhone only:

Log into Hello bank! app on your iPhone and tap 'More' > 'Settings' > 'Apple Pay' > 'Get started'. An overview of your bank and credit cards will appear. Select the first card you want to use with Apple Pay and tap 'Add to Apple Wallet' > 'Next'. Read the general conditions and tap 'Agree' > 'Done'. The card is now ready for payments with Apple Pay on your iPhone.

For iPhone and Apple Watch:

Log into Hello bank! app on your iPhone and tap 'More' > 'Settings' > 'Apple Pay' > 'Get started'. An overview of your bank and credit cards will appear. Select the first card you want to use with Apple Pay and tap 'Add to Apple Wallet'. Select your iPhone and tap 'Next'. Read the general conditions and tap 'Agree' > 'Done'.

The card is now ready for payments with Apple Pay on your iPhone. Then tap 'Add to Apple Wallet' next to your Apple Watch and repeat the same steps: Choose card > 'Add to Apple Wallet' > 'Next' > 'Agree' > 'Done'. Apple Pay has now also been activated for payments with the chosen card on your Apple Watch.

For iPad:

You can't use Hello bank! app to activate Apple Pay on your iPad. You need to activate Apple Pay in 'Settings', as described below.
How do I activate Apple Pay in Wallet?

Apple Pay requires the latest version of iOS, watchOS or macOS on your device. For the iPhone, that is currently iOS 12.1. The Apple support website has more information on how to update your iPhone or iPad, Apple Watch or Mac.

For iPhone:

Open the Wallet app on your iPhone. Tap the '+' in the top right corner. Read the Apple Pay Privacy Policy and tap 'Continue'. Select Hello bank! and then the type of card you wish to add. When you add a Hello/Hello4You bank card, you will automatically go to the Hello bank! login screen (or a screen where you can download the free app first). Once you have logged in, you will see an overview of your bank and credit cards. Select the first card you want to use with Apple Pay and tap 'Add to Apple Wallet' > 'Next'. Read the general conditions and tap 'Agree' > 'Done'. The bank card is now ready for payments with Apple Pay on your iPhone.

To add a credit card, you have to scan it, check the details and enter the security code (this is the CVC code on the back of your credit card). Then tap 'Next', read the general conditions and tap 'Agree'. Because you have not yet logged into your bank, you must now identify yourself to confirm that you are the rightful owner of the card. You can do this in three ways: with an SMS code, in Easy Banking App or by calling +32 (0)2 433 43 67. To complete the verification, tap 'Next'. The credit card is now ready for payments with Apple Pay on your iPhone.

For Apple Watch:

Open the Apple Watch app on your iPhone and tap 'My Watch'> 'Wallet & Apple Pay'> 'Add Card'. Enter your passcode on your Apple Watch to unlock it and tap 'Continue' on your iPhone. To add a credit card to Wallet on your Apple Watch, you have to scan it, check the details and enter the security code (this is the CVC code on the back of your credit card). For a normal bank card, you should enter the details manually. Then tap 'Next', read the general conditions and tap 'Agree'. Because you have not yet logged into your bank, you must now identify yourself to confirm that you are the rightful owner of the card. You can do this in three ways: with an SMS code, in Easy Banking App or by calling +32 (0)2 433 43 67. To complete the verification, tap 'Next'. The card is now ready for payments with Apple Pay on your Apple Watch.

For iPad:

The Wallet app is not available on your iPad. You should therefore add your cards to Wallet under 'Settings' > 'Wallet & Apple Pay' > 'Add Card'. On an iPad, you can only use Apple Pay with credit cards, not normal bank cards. To add a credit card, you have to scan it, check the details and enter the security code (this is the CVC code on the back of your credit card). Then tap 'Next', read the general conditions and tap 'Agree'. Because you have not yet logged into your bank, you must now identify yourself to confirm that you are the rightful owner of the card. You can do this in two ways: with an SMS code or by calling +32 (0)2 433 43 67. To complete the verification, tap 'Next'. The card is now ready for payments with Apple Pay on your iPad.

For MacBook Pro with Touch ID:

Go to 'System Preferences' > 'Wallet & Apple Pay' > 'Add Card'. On a Mac, you can only use Apple Pay with credit cards, not normal bank cards. To add a credit card, you need to enter your name, the card details and the security code (this is the CVC code on the back of your credit card). Then tap 'Next', read the general conditions and tap 'Agree'. Because you have not yet logged into your bank, you must now identify yourself to confirm that you are the rightful owner of the card. You can do this in two ways: with an SMS code or by calling +32 (0)2 433 43 67. To complete the verification, tap 'Next'. The card is now ready for payments with Apple Pay on your MacBook Pro with Touch ID.

For other Mac models:

To use Apple Pay with other Mac models, you need an Apple Pay-compatible iPhone or Apple Watch. Verify that you are logged in with the same Apple ID on both devices and that Bluetooth is enabled on your Mac. On your iPhone, go to 'Settings' > 'Wallet & Apple Pay' and enable the 'Allow Payments on Mac' option.
How many payment cards can I add to Apple Pay?

You can add up to 12 payment cards on iPhone 8, iPhone 8 Plus or later models and Apple Watch Series 3 or later models. You can add up to 8 payment cards on previous models.
Can I register a card on multiple devices in Apple Pay?

Yes, you can.
Which payment cards can I add to Apple Pay?

You can use Apple Pay with your bank card(s) and your credit card(s), issued by Hello bank!. The first card you add to Apple Pay will be your default card.
How do I change my default card?

The first card you add to Apple Pay will be your default card. If you have added more cards and you want to change your default card, follow the following steps:

iPhone:

Open the Wallet app. Hold your finger on the card you want to set as the new default card and drag it to the top of the card list.

iPad:

Go to 'Settings' > 'Wallet & Apple Pay'. Tap 'Default Card' and choose a new card.

Apple Watch:

Open the Apple Watch app on your iPhone. Tap on the tab 'My Watch' > 'Wallet & Apple Pay' > 'Default Card' and choose a new card.

MacBook Pro with Touch ID:

Go to 'System Preferences' > 'Wallet & Apple Pay'. Choose a new card from the 'Default Card' menu.
How can I remove a card from Apple Pay?

iPhone:

Open the Wallet app. Tap the card you want to remove and then the blue icon in the bottom right corner. On the next screen, scroll down and tap on 'Remove Card'.

iPad:

Go to 'Settings' > 'Wallet & Apple Pay'. Tap the card you want to remove and then on 'Remove Card'.

Apple Watch:

Open the Apple Watch app on your iPhone. Tap the 'My Watch' tab, scroll down and tap 'Wallet & Apple Pay'. Then tap the card you want to remove and on 'Remove Card'.
When can I start using Apple Pay as a new Hello bank! customer?

You can add your payment card to Apple Pay as soon as you have received it, but it is important that you activate your new card before you use it with Apple Pay. To do this, follow the steps on the cover letter with your card.
What if I replace my device?

In that case, you have to add your cards to Apple Wallet again on your new device.

Payments with Apple Pay

Where can I make payments with Apple Pay?

You can use Apple Pay to pay with your bank and/or credit card at all shops showing the Apple Pay or contactless payment symbol. You can also use Apple Pay to pay with your credit card (rather than your normal bank card) in apps and on websites in Safari that have an Apple Pay button or that show Apple Pay as one of the payment methods.
Do I have to enter my PIN for higher amounts?

No, you never have to enter your PIN at a shop payment terminal, regardless of the amount, because the payment is very secure thanks to Touch ID (fingerprint recognition), Face ID (face recognition) or your passcode.
How do I pay with Apple Pay in shops?

You can use your iPhone or Apple Watch to make contactless payments with Apple Pay in shops, restaurants, taxis, vending machines and so on where the Apple Pay or contactless payment symbol is shown.

iPhone with Face ID:

To pay with your default card, double-click the side button. To use another card, double-click the side button, tap your default card and select another card. Then look at your iPhone to identify yourself with Face ID or enter your passcode. Hold your iPhone near the payment terminal and wait until you see 'Done' and a check mark displayed on the screen of your iPhone. On the payment terminal you can check whether the payment was successfully executed or rejected.

iPhone with Touch ID:

To pay with your default card, hold your iPhone near the payment terminal and place your finger on the Home button to identify yourself with Touch ID. Wait until you see 'Done' and a check mark displayed on the screen of your iPhone. On the payment terminal you can check whether the payment was successfully executed or rejected. To use another card, hold your iPhone near the payment terminal without touching the Home button. When your default card appears, tap it and select another card. Then place your finger on the Home button to pay.

Apple Watch:

To pay with your default card, double-click the side button and hold the screen of your Apple Watch near the payment terminal. Wait until you feel a slight vibration. On the payment terminal you can check whether the payment was successfully executed or rejected. To use another card, double-click the side button and swipe left or right to select another card. Then hold your Apple Watch near the payment terminal to pay.
How do I make payments with Apple Pay in apps?

You can use Apple Pay on your iPhone, iPad or Apple Watch to make purchases in apps that have an Apple Pay button or that show Apple Pay as one of the payment methods. You can only make Apple Pay in-app purchases with your credit card, not with your normal bank card.

Tap the Apple Pay button or select Apple Pay as the payment method. The first time you will be asked to enter your billing and contact details on your iPhone or iPad. Confirm the payment with Touch ID or Face ID or by double-clicking the side button of your Apple Watch. You're all done!

For your next payment, Apple Pay will automatically fill in your billing and contact details, so that you only need to confirm the payment. If you want to make a payment with another card, tap the arrow next to your default card and choose another card.
How do I make payments with Apple Pay online?

You can use your iPhone, iPad or Mac to make purchases on websites in Safari that have an Apple Pay button or that show Apple Pay as one of the payment methods. You can only make Apple Pay purchases online with your credit card, not with your normal bank card.

iPhone and iPad:

Tap the Apple Pay button or select Apple Pay as the payment method. The first time you will be asked to enter your billing and contact details. Confirm the payment with Touch ID or Face ID or by double-clicking the side button of your Apple Watch. You're all done!

For your next payment, Apple Pay will automatically fill in your billing and contact details, so that you only need to confirm the payment. If you want to make a payment with another card, tap the arrow next to your default card and choose another card.

MacBook Pro with Touch ID:

Tap the Apple Pay button or select Apple Pay as the payment method. The first time you will be asked to enter your billing and contact details. Confirm the payment with Touch ID by placing your finger on the Touch Bar of your MacBook Pro. You're all done!

For your next payment, Apple Pay will automatically fill in your billing and contact details, so that you only need to confirm the payment. If you want to make a payment with another card, tap the arrow next to your default card and choose another card.

Other Mac models:

To use Apple Pay with other Mac models, you need an Apple Pay-compatible iPhone or Apple Watch. Verify that you are logged in with the same Apple ID on both devices and that Bluetooth is enabled on your Mac and your iPhone or Apple Watch.

Tap the Apple Pay button or select Apple Pay as the payment method. The first time you will be asked to enter your billing and contact details. Confirm the payment with Touch ID or Face ID on your iPhone or by double-clicking the side button of your Apple Watch. You're all done!

For your next payment, Apple Pay will automatically fill in your billing and contact details, so that you only need to confirm the payment. If you want to make a payment with another card, tap the arrow next to your default card and choose another card.
Can I also use Apple Pay abroad?

Yes, Apple Pay allows you to make worldwide mobile payments at all shops showing the Apple Pay or contactless payment symbol.
Where can I see my recent Apple Pay payments?

You can see the last ten Apple Pay payments you made with your Apple device for each card in Wallet. Tap the 'Transactions' tab and enable the 'Transaction History' option.
Can I see my Apple Pay transaction history on my Apple Watch?

No, you can't see your recent payments with Apple Pay on your Apple Watch itself. You can, however, check them on your iPhone. Open the Watch app, tap 'Wallet & Apple Pay', tap your card and then the 'Transactions' tab.
How many payments does the Apple Pay transaction history show?

You can see the last ten Apple Pay payments you made with your Apple device for each card in Wallet. You can see the full payment history in Hello bank! app, Hello bank! web or your account statements.

Technical requirements

Is my device compatible with Apple Pay?

You can use Apple Pay on the following devices:

iPhone:

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

iPad:

iPad (6^th generation), iPad Pro, iPad (5^th generation), iPad Air 2, iPad mini 4, iPad mini 3

Apple Watch:

Apple Watch Series 4, Apple Watch Series 3, Apple Watch Series 2, Apple Watch Series 1, Apple Watch (1^st generation)

Mac:

Mac models with Touch ID and Mac models released in 2012 or later in combination with an Apple Pay-compatible iPhone or Apple Watch
Which operating system does Apple Pay require?

Apple Pay requires the latest version of iOS, watchOS or macOS on your device. For the iPhone, that is currently iOS 12.1. The Apple support website has more information on how to update your iPhone or iPad, Apple Watch or Mac.

Security

Is Apple Pay secure?

Security and privacy are absolute priorities for Apple Pay.

You can only pay with your iPhone or iPad if the device's Touch ID recognises your unique fingerprint or if Face ID recognises your face. You can only make Apple Pay payments with your Apple Watch when you are wearing your watch, since Apple Watch identifies its rightful owner through skin contact. Each time you put your Apple Watch on your wrist, you have to unlock it with your Apple Watch passcode or with your iPhone.

In the event that your iPhone, iPad or Apple Watch is lost or stolen, you can use 'Find my iPhone' via iCloud.com to locate your device, turn on Lost Mode, temporarily deactivate Apple Pay or completely clear the data from your device.

If you use a credit or debit card with Apple Pay, your card number will not be stored on the shop's device or an Apple server. Instead, Apple Pay provides the device account number, a unique number that is stored in an encrypted format on your device's Secure Element chip.
Will I be safe from digital pickpockets?

Yes, it is not possible to make contactless payments with Apple Pay when your device is locked. You can only make a payment after your device has identified you based on your fingerprint, a face scan or skin contact.
What if my device is lost or stolen?

If you enabled the 'Find my iPhone' feature on your device, you can log into iCloud.com if your device has been lost or stolen to locate the missing device, turn on Lost Mode, temporarily deactivate Apple Pay or completely clear the data from your device. If 'Find my iPhone' is not active, immediately call Card Stop on +32 (0)70 344 344 or the Easy Banking Centre on +32 (0)2 433 43 67 to have your virtual payment card in Apple Pay blocked.
What if my payment card is lost or stolen?

Immediately call Card Stop on +32 (0)70 344 344 or the Easy Banking Centre on +32 (0)2 433 43 67 to have your card blocked. This will automatically remove your virtual payment card from Apple Pay on all your devices. When you receive your new card, you will need to add it to Apple Pay again.
What if I unpair my Apple Watch and iPhone?

In that case, all Apple Pay data will be removed from your Apple Watch.

Apple Pay

What’s Apple Pay?

Paying with Apple Pay

In shops worldwide

In apps and online

How do I pay with Apple Pay in shops?

Easy, fast and secure

How do I activate Apple Pay?

How can I activate Apple Pay in Hello bank! app?

FAQ

General information

Activating Apple Pay and managing your cards

Payments with Apple Pay

Technical requirements

Security

Questions? Need help? Contact the Hello team on

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