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My ASB Virtual is not working, what do I do?

Last Updated: 09 May 2019

Important Information: ASB Virtual is being decommissioned and replaced with Google Pay. The final closure and removal of ASB Virtual is the 16th July 2019.

If you have ASB Virtual loaded on your device and you also load Google Pay, ASB Virtual will automatically be removed and replaced with Google Pay the next time you log into the ASB Mobile Banking app.

Please visit the ASB Google Pay web page or the Google Pay web page to find out more information on Google Pay.

If your ASB Virtual is not working, check for the following things: 

  1. Make sure ASB is your default within the phone settings. To check go to Settings > Tap and Pay and make sure it says "ASB Mobile".
  2. Your phone has NFC enabled – you can check this under phone settings. In some instances where you have Virtual already set up, and you download another app, your NFC settings could be disabled.
  3. No other service is set to ‘Always on’ under Tap and Pay, and you don’t a have a PayTag or other contactless cards near the terminal. 
  4. Check your Card Control settings of the card you want to pay with in the Cards menu of the ASB Mobile app. Ensure you have an ASB Virtual card set to 'Always on' and no other locks on.
  5. Ensure you have connected to Wi-Fi. If your phone has been out of range for a while, or if you have completed a number of transactions since your last Wi-Fi connection, then it may not work.

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