FAQs - SwatchPAY!

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  • Getting started

    What is a SwatchPAY! watch?

    A SwatchPAY! watch is a Swatch you can use to make contactless payments. A virtual card is created, based on your physical or digital payment card, to make payments.

    Can I get it online?

    Yes, in most launched markets. More information at www.swatch.com.

    Can I buy SwatchPAY! as a gift?

    You can always buy it as a gift but please check the different activation options on our website. The lucky gift recipient will need to use their payment card to create the virtual card in order to use the payment function.

    What is the payment limit without authentication?

    Each country has its own amount without PIN or authentication, set by the authorities in that country. For instance, in Switzerland, the contactless payment limit is CHF 80 after which one needs to input the PIN in the terminal or authenticated differently.

    Can I pay an amount that is over the contactless limit?

    That depends on the country. For instance, in countries such as Switzerland, Germany and Italy, you can simply enter your PIN or authenticate differently to pay higher amounts. In others, such as the UK and France, you cannot pay a higher amount than the contactless limit.

    Where can I activate my SwatchPAY!?

    At a Swatch store or anywhere, via your NFC-enabled Android or iOS smartphone, or online in some markets when purchasing a SwatchPAY! watch on www.swatch.com.

    How many cards can I link to each watch?

    At the moment, only one card can be linked to each SwatchPAY! watch.

    Can I link more than one watch to a single card?

    Yes, you can link the same payment card to several watches.

    Can I activate my SwatchPAY! watch without an internet connection?

    To create your account and to create a virtual payment card based on your physical or digital payment card, you need a stable internet connection.

    Is there any activation cost or fee from Swatch?

    All you have to do is buy the watch. The rest is fast, easy and free.

    How does Swatch create this virtual card?

    Swatch uses a process called tokenization to create a virtual card linked to the watch. This process has been certified by Mastercard and Visa.

    What is a token?

    A token is a series of randomly-generated numbers used in payment card tokenization. [It replaces the customer's primary account number (PAN).]

    What does "Token expired" mean?

    This means that the link between your card and watch has expired and you need to create a new link if you want to continue making payments with your watch.

    When do I have to renew the tokenization/activation of my watch?

    There are two situations in which you may need to renew the tokenization/activation of your watch:
    1.    Your token has expired (usually after 37 months) or is deleted
    2.    You have changed your payment card


    How do I find out when my virtual card will expire?

    You can find the expiry date on your SwatchPAY! app by wearonize by clicking on the card.

    What is the token's lifespan?

    The token's lifespan is usually 37 months but can vary from issuer (bank) to issuer (bank).

    Does my SwatchPAY! work when my payment card expires?

    Usually when a payment card expires and the bank/issuer sends you a new card without any changes (same PAN) then your SwatchPAY! will continue to work. If not, you need to reactivate your SwatchPAY! with your new payment card.

    What is the PAN?

    PAN stands for primary account number or simply the card number of your payment card.

    What is my watch's PIN number?

    Your watch's PIN number is the same as the one for your physical or digital card.

    Where can I use my SwatchPAY! watch to pay?

    Your SwatchPAY! watch works just like your payment card when you make contactless payments. It also works at the same places as your payment card would.
    Note: If the payment requires authentication, you might be asked to enter your payment card's PIN and/or insert your payment card into the payment terminal.

    What is my SwatchPAY! PIN?

    Sometimes while making contactless payments with your SwatchPAY! the payment terminal will prompt you to enter your PIN. To complete the payment, simply enter your payment card's PIN number.

    App by wearonize

    How can I download the app?

    Simply search for the app "SwatchPAY! app by wearonize" in the App Store or at Google Play and download the app.

    How can I create an account on the app?

    Download the app and accept the terms and conditions. Click "Create account", then follow the instructions to finish creating your account.
    Click on "Create Account"
    Enter your nationality Enter your "Email address" Insert "Password" (minimum 6 charaters are required) Click "Continue" Wait for the confirmation email
    Your account will be created when you have clicked the link provided in the confirmation email

    I downloaded the app and followed the steps to create an account. Where is my confirmation email?

    Please check your spam folder. If it isn't there, please try the process again. If it still doesn't work, please contact us via connect@swatch.ie

    I forgot my username for my SwatchPAY! app.

    The user name for SwatchPAY! is always an email address. Try entering all your known email addresses or contact us via connect@swatch.ie

    I forgot the password for my SwatchPAY! app.

    Open the SwatchPAY! app by wearonize
    Click "Sign in"
    Click "Forgot your password"
    Enter the email address you registered with
    Click "Reset password"
    You will receive an email from noreply@swatchpay.app with a link
    Click the link and create your new password

    How can I activate my SwatchPAY!?

    There are three ways to activate your SwatchPAY!:
    1. In a Swatch store
    2. With an NFC-enabled iPhone or Android smartphone
    3. Online while purchasing the SwatchPAY!


    How can I delete my SwatchPAY! data?

    You can delete your virtual card using the app, but some non-sensitive data will still be stored on the watch. To remove it completely, please visit a Swatch store or use an NFC-enabled Android smartphone or iPhone and follow the steps by clicking on "Settings" in the menu and then on "Reset watch to factory settings".

    How can I remove the virtual card in the SwatchPAY! app if I no longer have the watch?

    If you no longer have your watch and would like the remove the virtual card data:
    Enter the SwatchPAY! app
    On the "My SwatchPAY!" screen, tap the virtual card for more details
    Click on the icon next to "Remove virtual card"
    You can delete your virtual card using the app, but some non-sensitive data will still be stored on the watch

    How can I confirm that my payment card is no longer linked to the watch?

    After deletion, the SwatchPAY! app will not show the virtual payment card and the watch on the main screen 'MY SWATCHPAY!'. This indicates that the virtual payment card has been deleted from the server.

    How can I delete a virtual card in the SwatchPAY! app?

    To delete unused virtual cards, simply sign in to the SwatchPAY! app, click on card image and then click on "Remove virtual card". If you delete the virtual card using the "Remove virtual card" function, some non-sensitive data will still be stored on the watch. To remove it completely, please visit a Swatch store or use an NFC-enabled Android smartphone or iPhone and follow the steps by clicking on "Settings" in the menu and then on "Reset watch to factory settings".

    Activation on e-commerce

    What is the tokenization (activation) process and is it safe to do it online?

    The process of creating a virtual card on your SwatchPAY! watch is called tokenization (activation). This process is approved by both Mastercard and Visa.

    How can I create an account on the e-commerce platform?

    Select your preferred SwatchPAY! watch
    Click on "Activate now" and follow the steps to make a purchase
    After a successful purchase, click on the "Activate Now" button on the "thank you" page
    This will take you to a login page
    At the bottom of this page, click "Create account"
    Follow the instructions to finish creating your account

    Can I use the same sign in for SwatchPAY! e-commerce activation and the SwatchPAY! app?

    Yes, the sign in is the same for both.

    Is my payment card data protected while creating the virtual card?

    Your payment card data is encrypted and only transmitted to Mastercard and Visa.

    Will anyone have access to my SwatchPAY! watch after I create my virtual card online?

    At Swatch, we take privacy and security very seriously. The watch will only be fully functional upon verification and activation by the customer who ordered it.

    Can I use the Click and Collect express service with an activated SwatchPAY! watch?

    No. For security reasons, the activation process will take longer than the 2h express delivery service you'd like to request. The best solution is to make the standard order online and activate the watch during the process. Customers can use the e-reservation process for SwatchPAY! and perform the tokenization (activation) process at the Swatch store or with an NFC-enabled smartphone.

    Can I gift an activated watch?

    You can, but bear in mind that payment card information needs to be entered during the activation process. Be aware of whose payment data you enter to activate.

    Can I purchase more than one watch at a time?

    Yes, there is no limit. However, the credentials need to be added every time.

    Why do I need to add my credentials every time?

    You need to add your credentials every time as at SwatchPAY! we do not store your payment card data for activation.

    How many virtual cards can I have in my watch?

    Each watch can only have one associated virtual card.

    Activation with an NFC-enabled smartphone

    Can I use my Android smartphone or iPhone to activate my watch?

    Yes, you can. Just ensure that the smartphones are NFC-enabled.

    Does it have to be my own personal smartphone?

    Not necessarily, but you'll need to sign in to the SwatchPAY! app by wearonize with your credentials.

    I have an Android or iPhone but cannot connect my watch and phone.

    You need to enable the NFC on your phone. You can do this in your phone settings. Check to see if your smartphone has NFC

    I wanted to enable NFC on my phone but could not figure out how to do it.

    Check to see if your smartphone is NFC-enabled as not all Android smartphones or iPhones are NFC-enabled.
    If your smartphone is not NFC-enabled, you can always visit our stores and we will be happy to help you activate your SwatchPAY!

    How can I delete the information from my watch with an Android smartphone or an iPhone?

    Open the SwatchPAY! app by wearonize, follow the steps by clicking first on "Settings" in the menu and then on "Reset watch to factory settings".

    Is it safe to use an NFC-enabled Android smartphone or iPhone to activate my watch?

    Yes, it is safe. The process is validated and secured by Mastercard and Visa.

    I received the message "Your SwatchPAY! watch cannot be detected, please try a different position".

    For Android: Move your SwatchPAY! watchhead on the back of the NFC-enabled Android smartphone to find the connection. Once the smartphone and watch are connected, it will be indicated in the app.
    For iPhone: Please hold the watch exactly as shown in the visual in the app before starting the activation process.

    Which iPhones can i use to activate my watch?

    All iPhones later than iPhone 7 (e.g. iPhone 8, iPhone X,iPhone XS, iPhone 11, iPhone 12, etc); min. requirement iOS 13.

    How many times do I need to hold and remove my watch against my iPhone's NFC to activate it?

    Depending on the Visa and Mastercard requirements and/or the preconditions, between 3 and 5 times.

    What does this message mean? "A virtual card already exisits. Do you want to overwrite it?"

    This pop-up indicates that this watch is already linked to a virtual card and if you press "Continue", you will replace that virtual card with the new details you enter.

    Can I reset my watch to factory settings with my NFC-enabled Android smartphone or iPhone ?

    Yes,
    Enter the Menu
    Click on "Settings"
    Click on "Reset watch to factory settings"
    and then follow the steps

    Is it safe to use my NFC-enabled Android smartphone or iPhone to activate my watch?

    Yes it is. The data is end-to-end encrypted.

    What does this error message mean? "Wearable connection lost! Please try again."

    The connection between your watch and your smartphone was lost. Please ensure that you hold it steadily in the right place and do not remove it before instructed. Please try again. For additional support, check out the videos on www.swatch.com/swatchpay.

    What does this error message mean? "Wearable connection session expired! Please try again."

    Seems like you took a little too long for the process. Please try again. For additional support, check out the videos on www.swatch.com/swatchpay.

    Why do I get the error message? "Visa applet not available."

    SwatchPAY! was made compatible with Visa in 2021; thus some watches do not yet have the Visa Applet. This does not mean that you cannot link your Visa card but to do so the first time, you need to use either an NFC-enabled Android smartphone or the SwatchPAY! box at our stores.

    How can I activate my SwatchPAY! with an NFC-enabled Android smartphone or iPhone?

    Download the app and accept the terms and conditions
    Click "Create account", then follow the instructions to finish creating your account       
    Once the account is created:
    Press on the "Add Card" icon on the top right corner of the "My SwatchPAY!" screen in the app
    Follow the steps with an iPhone or Android NFC-enabled smartphone to activate your watch

    Data and Security

    Is SwatchPAY! compliant with the GDPR?

    Yes, it is GDPR-compliant.

    What is a "Secure Element"?

    A Secure Element is a tamper-resistant chip capable of securing confidential and cryptographic data such as payment card data in accordance with regulations and security requirements set out by a group of trusted authorities.

    When will the Secure Element (chip) expire?

    A Secure Element doesn’t have an expiry date. To be used for payments, a Secure Element is evaluated by trusted authorities to ensure it is secure enough to hold payment credentials. This evaluation is attested by a certificate from a contracted lab; this certificate has an expiration date. At the time of expiration, the chip manufacturer typically goes through testing at a lab to extend validity. If no security breach is found, the lab will issue a new certificate. Secure Element certificates are public and can be found on the respective websites of the certification body or trusted authority. For payment, this trusted authority is EMVCo. EMVCo also relies on Secure Element certifications by Common Criteria. Common Criteria is an international set of guidelines and specifications developed for evaluating information security products, specifically to ensure they meet an agreed-upon security standard for government deployments.

    What does EMVCo stand for?

    EMVCo is the international body that currently manages standards relating to EMV (Europay, MasterCard and Visa) payment technology (https://www.emvco.com). It is a consortium with control divided equally among Visa, MasterCard, JCB, American Express, China UnionPay and Discover.

    Does SwatchPAY! use Secure Elements with EMVCo certification?

    Yes, SwatchPAY! watches contain chips that are EMVCo-certified.

    Returns and Repairs

    Something is wrong with my watch. Can I send it for repair?

    Yes you can, please visit us at a Swatch store or contact our customer care team at connect@swatch.co.uk

    How can I return a watch that I bought online?

    Contact our customer care team at connect@swatch.ie for more information.

    Can I return an activated watch?

    Contact our customer care team at connect@swatch.ie for more information.

    What should I do if my watch is lost or stolen?

    The first thing you should do is suspend your virtual card within the SwatchPAY! app by wearonize.
    Go to “My SwatchPAY!” page, select your card and click on the suspend button.
    If you prefer, you can also delete your virtual card and token. Once the virtual card is suspended or deleted through the app, the watch can no longer be used to make payments.
    Also, call your bank to inform them of the same.

    If the thief makes any purchases, am I covered by my payment card’s insurance?

    This depends on your contract with the card issuer and the law in your country. Please contact your bank or payment card issuer for more details. Please note that Swatch does not bear any responsibility in such cases.

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