First attempt using Android Pay – FAIL!

20 09 2015
Android Pay Logo

Android Pay Logo

Google rolled out Android pay on a limited basis in the last few weeks, and nationwide for anyone this week.

I thought I would give it a try. I was in Office Depot which is listed as a Android Pay merchant and there were no other customers. Ideal time to try this new fangled payment method. I had already added my Chase VISA card to Android Pay and all looked good and ready.

I noticed the Tap and Pay icon on the Credit Card Reader. I asked at the checkout if they accepted cell phone payments. “Yes we accept Apple Pay” was the response. Good enough I thought, they’ve probably never heard of Android Pay so I proceeded without asking further questions.

Tap and Pay Icon found on checkout card readers

Tap and Pay Icon found on checkout card readers

I unlocked my phone, held it next to the tap and pay icon and beep, it did something. For some reason it didn’t work, the checkout clerk muttered something and said try again. I tried again, this time it looked good and showed a large a green check in place of the android pay logo on phone. Apparent success, I asked the checkout clerk if it went through.

Then I noticed a prompt on the merchant terminal for a PIN number. Hmmmm. I wasn’t expecting that. I entered my Google Wallet PIN as I could think of no other valid pin. The clerk said my transaction was declined.

Another customer walked up so I decided to pay with plastic and left the store.

So what went wrong?

Declined Tap and Pay Transaction. Click to Enlarge

Declined Tap and Pay Transaction. Click to Enlarge

I visited the Google Wallet webpage and there was was my declined transaction. ‘Please try again’ it said.

Chase Fraud Alert. Click to enlarge

Chase Fraud Alert

Then I noticed a fraud alert email from Chase Bank. They asked me if I was familiar with a suspicious transaction at Google/Office Depot. I clicked on Yes so my card wouldn’t be shutdown.

So it seems Android Pay worked between the merchant and Android Pay on my phone, but the bank (Chase) decided to decline the transaction.

Call to Chase Bank.

I spoke with the fraud Department at Chase. They did the usual identity verification and established the transaction was legitimate and I still had physical possession of the Credit Card. They did not share with me any reason for the transaction being declined, only that they wanted to check with me first. Chase did apologise for the inconvenience of having my charge declined.

The rep assured me that any further transactions with this merchant would be approved. I suppose I’ll find out next time I try and use Android Pay with my Chase card. I was glad they cleared the fraud flag, the odd thing however is this same Chase card has been used for years to top off my Google Wallet when buying apps at the Google Play Store. Maybe because it was a NFC transaction?

I appreciate that merchants and banks will be cautious with a new service like Android Pay. But decline a small $21 transaction? Seems a little over zealous to me. This is the first time Chase have ever declined a transaction. In the past they have even approved transactions while I was unknowingly over my credit limit.