Mobile Wallet Frequently Asked Questions

How it Works: Apple Pay® and Google PayTM

Security and Data Privacy

Convenience and Usage

How it Works: Apple Pay and Google Pay

What is Apple Pay?

Apple Pay lets you conveniently and securely shop and pay at merchants online, in apps and in stores using your Apple Pay-equipped device that is enabled with Near Field Communication (NFC) technology. Get started today by adding your eligible City National Visa card(s) to your Apple Wallet on your favorite Apple device. 

What is Google Pay?

Google Pay is a simple, secure and fast way to pay, in stores, in apps and online with Google Pay-equipped devices using AndroidTM operating software that is NFC-enabled. Simply get the Google Pay app, add your eligible City National Visa card(s) and you’re ready to pay!      

What is Near Field Communication (NFC) technology?

NFC is a short-range wireless technology that allows two devices to exchange information quickly, securely and conveniently at close proximity. NFC technology is used to transmit tokenized payment card information from your phone to a contactless payment terminal without sending your actual card information. 

What is a token and tokenization?

Your payment card information, such as the 16-digit primary account number found on your card, is replaced with a randomly-generated value (token) that can be securely stored on Apple and Android devices and used to make purchases. Your check and credit card account numbers are not stored on the device, on Apple or Google servers or with the merchant. 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 eligible personal and commercial City National Visa® Cards with Apple and Google Pay?

To add your eligible personal and commercial City National Visa cards to Apple Pay or Google Pay, simply open the selected app, tap the “+” sign and follow instructions to add card information and to activate the card. You may also find detailed instructions at Apple and Google support. Apple and Google Pay come pre-installed on most newer iOS and Android devices, or you can download the apps in the App Store® or Google PlayTM store, respectively. Mobile wallets provide the same benefits and protection as your physical card, with the convenience of making secure in-store and in-app transactions on your Apple Pay- and Google Pay-equipped devices.

Which City National cards can I load in Apple Pay and Google Pay?

Eligible City National Visa cards include:

  • Personal (consumer) City National Visa Check Cards;
  • Personal (consumer) City National Visa Credit Cards;
  • City National Visa Business Check Cards; and
  • City National Visa Commercial Credit Cards.  

City National ATM-only cards are not eligible for use on mobile wallets.

On which devices do these wallets work?

Apple Pay and Google Pay work on most newer Apple and Android devices, respectively, that are enabled with NFC technology. Please check with Apple and Google support for a list of compatible devices.

Security and Data Privacy

How do mobile wallets keep my payment information secure?

By using tokens, mobile wallets such as Apple Pay and Google Pay prevent your payment card information from being exposed when making purchases. 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.    

In the event you lose your City National Visa card or device, please contact City National Bank at (800) 557-4262 as soon as possible so that we can remove your payment card from Apple Pay or Google Pay and your tokens from the lost or stolen device.    

 

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 payment card numbers passed to the merchant?

No. Your check card and credit card numbers are NOT transmitted to merchants, nor are they stored on your device or on Apple or Google’s servers. Instead, a digital account number or "token" is passed on to merchants.  

Can I remove the token or digital account number stored on my device?

Yes, when you remove a payment card from Apple Pay or Google Pay on your device, the token is also removed. Even though you remove your card from your mobile wallet, you will still be able to make purchases with your physical check or credit card.    

Are my purchases protected under Visa's Zero Liability Policy?

Yes, subject to Visa’s Zero Liability Policy as is 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 any unauthorized transaction. Please call the number on the back of your card for more information.    

What if my card is lost or stolen?    

Please contact City National Bank at (800) 557-4262 as soon as possible. We will deactivate and replace your card and help you remove your payment card from your mobile wallet and your tokens from your device. Once you receive your replacement card, you do not need to add your new card as your mobile wallet will update automatically.    

What if my device is lost or stolen?

If your device is lost or stolen, please call us at (800) 557-4262 so we can quickly suspend or remove your payment cards from your mobile wallet and your tokens from the lost or stolen device. You can continue to use your physical plastic card without interruption.    

Convenience and Usage

What happens to my mobile wallet when I replace my device?

If you replace your device, you will need to add your City National Visa card(s) again to Apple Pay or Google Pay on the new device.

If I sell or give away my device, what will happen to the information on it?

When selling, giving away or disposing of your device, you should make sure to remove all payment cards from your mobile wallet. You may also perform a factory reset of your device to ensure all personal data including mobile wallet information is deleted. If you forget to do this, please contact City National Bank at (800) 557-4262 so that we can disable the token on your behalf.

Will I continue to earn City National Rewards Points on purchases made with my City National Visa Check or Credit Cards through a mobile wallet?

Yes. Purchases made through Apple Pay or Google Pay using City National Visa Check and Credit 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 or replacement card?

For any new or replacement card, the new expiration date and card number will automatically be transmitted to your service provider by Visa. No action is required by you.

What if I need to return an item purchased with a mobile wallet?

Returns are processed as they are today with payments made by check card or credit card. 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.

Can I add my eligible City National Visa Check or Credit Card to Apple Pay or Google Pay on more than one device?

Yes, you can add your eligible City National Visa Check or Credit Card to Apple Pay or Google Pay on multiple eligible devices.

Can I store more than one City National Visa card in Apple Pay and Google Pay?

Yes, you can add multiple eligible City National Visa Check or Credit Cards to Apple Pay or Google Pay.

Who do I contact with questions about my mobile wallet?

Please contact City National Bank at (800) 557-4262 for support.

 

City National Rewards is a registered trademark owned by City National Bank
Apple Pay is a registered trademark of Apple Inc. App Store is a service mark of Apple Inc.
Google Pay, Android and Google Play are trademarks of Google LLC.
Visa is a registered trademark owned by Visa International Service Association and is used under license.