Mobile Wallet Frequently Asked Questions

How it Works: Apple PayTM and Google PayTM

Security and Data Privacy

Convenience and Usage

How it Works: Apple Pay and Google Pay

What is Apple Pay?
Apple Pay is a payment service integrated into the Passbook® app of Apple Pay-equipped devices that lets you add your eligible City National personal credit and/or check cards to Apple Pay to make purchases at participating retailers using secure Near Field Communication (NFC) technology. The Apple Pay service is not available for City National ATM-Only cards, business check cards, and commercial credit cards.

What is Google Pay?
Google Pay is a simple, secure, and fast way to pay, in stores, in apps and online using Google Pay-equipped devices. Google Pay is a new home for your cards so that you can pay with your phone. Simply get the app, add a card and you’re ready to pay!  Google devices that support Google Pay are those which are Near Field Communication (NFC)-enabled and running KitKat 4.4 and above.

What is Near Field Communication (NFC) technology?
Near Field Communication (NFC) is a short-range wireless technology that allows two devices to exchange information quickly, securely and conveniently at close proximity. Apple Pay uses NFC technology to transmit tokenized payment card information from your phone to a contactless payment terminal.

What is a token and tokenization?
Your payment card information, such as the 16-digit account number found on the front of your card, is replaced with a digital account number or token that can be securely stored on Apple devices and used to make purchases. Your credit and debit card numbers are not stored on the device or on Apple servers. This helps to reduce the potential for fraud.

The tokenization process is invisible to you and happens behind the scenes. It also helps to simplify checkout by eliminating the need to enter and re-enter your account number when buying items in mobile applications "in-app" or at the point-of-sale.

How do I use my City National personal Visa® Check and Credit Cards with Apple and Google Pay?
To add your eligible City National personal Visa credit and/or check cards to Apple or Google Pay, follow the instructions here. Mobile Wallets provide the same benefits and protection as your physical card, with the convenience of making secure in-store transactions on your Apple and Google Pay-enabled devices.

Can I add any other cards to my Mobile wallets?
Yes. You may add up to 8 different cards from any financial institution to Apple or Google Pay if the cards are eligible.

Which City National cards can I load in Apple Pay?
Most City National personal credit and check cards work with Mobile Wallets. City National ATM-Only cards, business debit cards, and commercial credit cards are not eligible. To add a card, follow the instructions here.

How do I get Apple or Google Pay on my device?
Apple Pay is integrated into the Passbook app, which comes pre-installed on most newer Apple mobile devices. You will be given an opportunity to configure Apple Pay upon setup of your new device or installation of the iOS update when it becomes available. If you already have established an iTunes® account, the credit or check card that is on file will be made available to you immediately upon Apple Pay setup. You will have the ability to add additional eligible City National credit or check cards using the iSight® camera to instantly capture your card details, or you can enter the information manually.

You can download the Google Pay app from your Google Play store. It also comes pre-installed on most newer Android devices. To add a card with your Android phone: Open the Google Pay app; If you have multiple Google Accounts in Google Pay: At the top left of the app, touch your name, then choose the account you want to add a card to. At the bottom right, tap +. Tap Add a credit or debit card. Use the camera to capture your card info or enter it yourself. When you’re asked to verify your card, choose a verification method from the list. Find and enter the verification code. You can add one or multiple cards to Google Pay. If at any point you need help, please call us at (800) 997-8143 Or click here for an instructional video.

On which devices do these wallets work?
Apple and Google Pay work on most newer Apple and Android devices, respectively, that are enabled with Near Field Communication (NFC) technology. Please check with Apple and Google support for a list of compatible devices.

How do I pay using a Mobile Wallet?
In-Store Purchase
For iPhones and iPads - Simply hold your device near the contactless reader and keep your finger on Touch ID or enter your passcode. For Apple watch – double click the side button to activate Apple Pay and hold your watch near the reader. A sound, screen check mark and vibration will let you know that the payment was successful.

For Android: Android devices that support Google Pay are those which are Near Field Communication (NFC)-enabled and running KitKat 4.4 and above.

In-App Purchases
On enabled devices, you can also use Apple Pay to pay with a single touch in-apps. Checking out is as easy as selecting "Apple Pay" and placing your finger on the Touch ID.

How do I know which card is my default payment card for Apple and Google Pay?
The first card you add to Apple Pay automatically becomes your default payment card, but you can go to Passbook anytime to pay with a different card. If you add your payment card from your iTunes account to Apple Pay, this card automatically becomes your default card in Apple Pay.

To change your default card, go to Settings on your iPhone or other Apple-Pay compatible device, then select Passbook and Apple Pay. You may then choose your default card.

Can I add other internationally-issued cards from non-U.S. financial institutions to Apple and Google Pay?
At this time, Apple Pay is only available in collaboration with certain U.S. financial institutions and card issuers. The availability of Apple Pay outside the U.S. will be determined by Apple.

Can I use Apple and Google Pay to make contactless payments internationally?
Yes. Apple Pay has been designed to enable contactless payments internationally (provided the merchant is able to accept Apple Pay with Near Field Communication) much like how you are able to use your credit or check card internationally.

Do I need to be connected to the Internet?
For in-store contactless payments you do not need to be connected to the internet.

How do I remove my card from Apple and Google Pay?
To remove your check or credit card from Apple and Google Pay select the card in Passbook, then click on the ‘info’ icon in the bottom right corner to view the back of the card. Scroll to the bottom to find the remove card option. This will instantly remove the card from Passbook and the Secure Element or token on the device.

Security and Data Privacy

How does Mobile Wallets keep my payment information secure?
By using tokens, Apple Pay prevents your payment card information from being exposed when you shop. This reduces the risk of your payment data being stored or compromised, because only the token is passed on and your payment card information is never shared with the merchant. In addition, if your device is ever lost or stolen, you will not need to cancel your payment card, only the token, which can be quickly disabled and then reissued.

How does my Mobile Wallet transmit payment details?
When shopping in-store, hold the device in front of a contactless reader. The token information stored on the device is transmitted directly to that contactless reader.

Are my credit and check card numbers passed to the merchant?
No. Your credit and check card numbers are NOT transmitted to merchants, stored on your Apple device, or on Apple’s servers. Instead, a digital account number or "token" is passed on to merchants. 

Can I remove my token or digital account number stored on my devices?
Yes, when you remove a payment card from Apple Pay on your device, the token is also removed. If you remove your card from Apple Pay you will still be able to continue to make purchases with your physical credit or check card.

Are my purchases protected under Visa's Zero Liability policy?
Yes, subject to Visa’s Zero Liability applicable to your card. Whether you use a token or a physical Visa card, you are protected with Visa’s Zero Liability policy applicable to your card against fraudulent transactions provided you have not been grossly negligent in handling your account or your card and you advise City National promptly of an unauthorized transaction. Please call the number on the back of your card, or you may also contact City National Bank’s Apple Pay support team at (800) 997-8143, for more information. 

What if my Phone is lost or stolen?
If your phone is lost or stolen, you can suspend Apple or Google Pay by using the "Find my iPhone" app or visiting and selecting the option for "Lost Mode." You can also call using the "Contact City National Bank" button on the back of the card in the app or use the phone number on the back of your card to call City National Bank, and we’ll assist you with suspending the cards in Apple Pay. If you find your iPhone, you can unsuspend Apple Pay by following the prompts on your iPhone or via "Find my iPhone" app. If your iPhone has been stolen, you will be given the option to "Erase All" on This will delete all cards from Apple Pay and the Secure Element. If in doubt regarding the status of your token or digital account number, please contact City National Bank.

What information is stored about my purchases?
Transaction data that is stored is kept anonymous and recent purchase history is kept private, and stored only on your device and not on Apple servers. In addition, the information is not used by Apple, Google or merchants for marketing purposes.

Convenience and Usage

What if my City National Check or Credit Card that is used for Apple or Google Pay is lost or stolen?
Please contact City National Bank at (800) 997-8143 as soon as possible. We will deactivate and replace your card and help you remove the card and token from Apple Pay and your device. Once you receive your replacement card you do not need to add your new card; your mobile wallet will update automatically.

What if my device is lost or stolen?
If your Apple device is lost or stolen, please call (800) 997-8143 so we can quickly suspend or remove your payment cards from Apple Pay and your tokens from the lost or stolen device. You can continue to use your physical plastic card without interruption.

What happens to Mobile Wallet when I replace my device?
If you replace your device, you will need to add your card(s) again to Passbook as a new Apple Pay setup.

If I sell or give away my device, what will happen to the information on it?
When selling or giving away your device, you should make sure to remove all payment cards from your mobile wallet. Alternatively, you may reset your phone to factory settings which will also remove all Mobile Wallet information from the device. If you forget to do this, please contact City National Bank at (800) 997-8143 to perform these actions on your behalf.

Will I continue to earn City National Rewards® points on purchases made with my City National Visa Check and Credit cards through a Mobile Wallet?
Yes. Purchases made through any Mobile Wallet using City National Visa Check and Debit cards that are enrolled in City National Rewards will earn Points per the City National Rewards Program Terms, Conditions and Rules.

How will transactions appear on my statement?
Transactions made through Mobile Wallets will appear as check and credit card transactions as they currently do on your statements today.

What should I do when I receive a new, renewed or replacement card?
For any new or replacement card, the new expiration date and card number will be automatically provided to your provider by Visa, with no action required by you.

What if I need to return an item purchased with Mobile Wallet?
Any returns are processed as they are today. However, individual merchants’ return policies may vary.

What payment information will appear on my purchase receipt?
Receipts for purchases made with Mobile Wallets may display the last four digits of your token, which is different from the last four digits of your payment card number.

If I have a credit card with a chip imbedded in it, will it work with any Mobile Wallet?
Yes, Apple Pay works with chip-enabled personal Check or Credit cards.

Can I have my card stored in Apple or Google Pay on more than one device?
Yes. You can add multiple City National personal Credit or Check cards to Apple or Google Pay on multiple eligible devices.

Can I have more than one City National Visa Check or Credit card in Apple and Google Pay?
Yes. Apple Pay can store up to eight (8) eligible Credit and Check cards.

Where can I view City National's Terms and Conditions for Apple or Google Pay?
You can view the City National's Terms and Conditions

Who do I contact with questions about my Mobile Wallet?
Please contact City National Bank at (800) 997-8143 for support.