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Umpqua Pay FAQ

Umpqua Pay provides powerful debit-card management tools in an easy to use app. You can manage your Umpqua debit-card transaction alerts, turn purchasing On/Off, view transaction history, use our Mobile Location Confirmation travel service, link to the Visa SRC service, and link your card to the Umpqua Pay Mobile Wallet feature on Android devices.

Sign in to the app for the first time

 

  1. Open the Umpqua Pay App.
  2. Tap Create an Account.
  3. Accept the Umpqua Pay Terms and Conditions.
  4. Enter your full name, email address, a Username and Password.
  5. A verification code is sent to your email address.
  6. Retrieve and enter the code into the App.
  7. Tap Continue.
  8. Follow the prompts to verify your identify.
  9. Tap Add Card to add your Umpqua Debit Cards. NOTE: The first card enrolled is set as the default card.

Once you add your cards, you can setup the following services within the app:

  • Customize transaction alerts and card controls.
  • Turn on the Mobile Location Confirmation Service.
  • Register your card for the Visa SRC service.
  • On Android devices only: setup the Umpqua Pay Mobile Wallet feature.

 

What Cards are Eligible to be added to Umpqua Pay?

All Umpqua Bank Debit Card products beginning with 416046, 446597, 423148, 429268, 477348 and 416780 can be added to Umpqua Pay and are compatible with its services. Umpqua Bank prepaid cards and credit cards are not eligible for use at this time.

Will it work on my phone?

Umpqua Pay requirements:

  • iPhone handsets running iOS 7 and above.
  • Android handsets running 4.3 and above (4.4 or newer is required for Umpqua Pay Mobile Wallet features).
  • Not all features are supported on both iPhone and Android devices. Certain features require a higher minimum operating system.
  • The apps work on iOS and Android tablets, but aren't optimized for these larger devices.
  • Other operating systems are not supported.

Are there fees to use Umpqua Pay?

There are no fees assessed by Umpqua Bank to use the App. Depending on your mobile plan, you may incur data or SMS fees from your mobile carrier.

Can I add multiple debit-cards to Umpqua Pay?

Yes, each card is given a nickname. By default, your nickname will be the last four digits for your card number, but you can enter a custom nickname. If you create a custom nickname, you must use this nickname to retrieve your card information.

Can I switch Open the Umpqua Bank Personal Mobile Banking App or the Business Mobile Banking App while I’m in Umpqua Pay?

Yes, App-to-App linking allows you to switch between Umpqua Pay to other Umpqua Mobile Banking Apps using only your fingerprint to authenticate and toggle to the other apps.

To toggle between apps:

  1. Tap the Menu icon.
  2. Tap the link for the Personal or Business Mobile Banking App.
  3. Follow the prompts to switch between apps.

If you don't already have an Umpqua Bank Mobile Banking App installed on your device, you'll be taken to the App Store and prompted to download it.

Can I use multiple mobile devices to access my Umpqua Debit Card Account?

Yes, you can use up to 10 mobile devices to access your cards.

What are the password requirements?

  • The password must be 7-32 Alphanumeric with at least one numeric value.
  • The password cannot be an ascending or descending sequence (123456789, 987654321)
  • One character cannot make up over half the password.

What if my Verification Code doesn't work?

The verification code sent via email is only valid for 30 minutes. If you're trying to use the code outside the 30 minute window, you'll have to resend the verification code. You can only do this 4 times within 24 hours.

What if I entered an incorrect email address when enrolling?

If you entered the incorrect email address during enrollment, simply go through the Create Account process again, making sure to enter the correct email address.

What do I do if my card fails verification when I’m trying to enroll?

Contact Umpqua Bank at (866) 486-7782 for assistance.

What do I do if I get an error from Umpqua Pay?

If you get an error when you try to use Umpqua Pay try restarting your device or check your network connection.

What if I want to delete my Umpqua Pay account?

  1. Tap the Menu icon.
  2. Tap Settings.
  3. Tap Delete Profile.
    - You'll receive a message confirming you want to delete your profile.
  4. Tap Continue.

What if I forgot my password?

  1. Tap Forgot in the Password section of the Log in screen.
  2. Enter your Username and click Continue.
  3. You will receive a verification email at your primary email address.
  4. Enter the Verification code provided in the email on the Verify Email Address screen.
  5. Tap Continue.
  6. Enter a new password and confirm password on the Reset Password screen.
  7. Tap Reset Password.
  8. You will be taken back to the Log in page.

What if I don’t receive the Password reset email?

  1. Tap Send New Code.
  2. A system email will be sent to the primary email address.
  3. Follow the reset your password steps.

I forgot my Username

From the Log in page:

  1. Tap Forgot next to the Username field.
  2. Enter your email or mobile number.
  3. Tap Submit.

A system email will be sent to the primary email address you used to enroll into the Umpqua Pay app.

Using a mobile number: If you enter a mobile number, it must match the one in your User Profile. You won't receive a text message to reset your username. An email will be sent to your primary address instead.

I have too many incorrect login attempts and my account is locked

Wait 60 minutes and try again. If your account is still locked contact us at (866) 486-7782.

Turn on Fingerprint Authentication for Umpqua Pay

This feature enables you to log into the app using your fingerpint. If your device supports this feature, you'll be prompted to setup Fingerprint Authentication the first time you sign in to the app.

When prompted:

  1. Select Yes
    - You'll be asked to confirm you understand the implications of using this functionality.
  2. Click OK.
  3. Follow the prompts to set up fingerprint authentication.

The next time you sign in to Umpqua Pay you'll be able to use Touch ID.

Setup card transaction alerts

Umpqua Pay offers a wide range of Alerts that help you stay in control of your cards and keep your account safe from suspicious activity. You can receive alerts via SMS text, e-mail, or push alerts* on your mobile device.

You can manage your alerts, including how you want to receive your alerts by tapping on Alerts.

* Push Alerts are only available to members that have an Android OS 3.0 or higher, iPhone OS 6.0 and have downloaded the mobile application.

Set up Umpqua Pay Mobile Wallet

The Umpqua Pay Mobile Wallet service allows you to make debit-card payments with your Android mobile device. iOS devices are not supported.

Before following the steps below, check your device settings to ensure NFC payment is turned “ON”.

Set up your card to use the Umpqua Pay Mobile Wallet service:

  1. Tap the Pay In-store icon.
  2. Tap Set Up Now.
  3. Enter the CVV2 code.
  4. Tap Continue.
  5. Tap Verify your card.
  6. Select a method to tokenize the card.
    - If Email or Text Message is selected, you'll receive a one-time password to enter in the app.
  7. Tap Secure your device.
  8. Tap Activate this device administrator.
  9. Tap Set Default Payment app.
  10. Select the default card for in-store payments.

Make In-store purchases with Umpqua Pay Mobile Wallet

Umpqua Pay offers two options for paying in store:

Manual – The default payment option

  1. Sign in to the app.
  2. Tap Pay In-Store.
  3. Scroll to the card you want to use for payment within the card carousel.
  4. Tap your phone to the terminal to make a payment.

Always-On with On-Device Verifications – Allows you to unlock your phone using your fingerprint ro other means, then simply tap your phone to the terminal to make a payment

Umpqua Pay mobile wallet must be set as your default payments app.

  1. Tap the Menu icon.
  2. Tap Settings.
  3. Tap Pay-In Store
  4. Tap Always On.
  5. Toggle the switch on.
  6. Select your default card.

Use Visa SRC to pay for my online purchases

To make a payment, click the Visa SRC payment option and login with your Visa SRC User ID/Password. You'll need to be enrolled in Visa SRC to use this feature.

To enroll in the Visa SRC service:

  1. Tap the Menu icon.
  2. Tap Settings.
  3. Tap Visa Checkout.
  4. Tap Start Now.
  5. Follow the prompts to create your account.

If see an error screen when selecting a debit-card to associate with Visa SRC, there are no qualifying cards setup in Umpqua Pay.

Activate the Mobile Location Confirmation feature while traveling

Mobile Location Confirmation (MLC) uses geolocation intelligence to determine if your mobile device is in the same location as the merchant you are purchasing from. When the data identifies that you and the merchant are in close proximity, we have confidence you want to approve the transaction.

To enable location match:

  1. Tap the Menu Icon.
  2. Tap Settings.
  3. Tap Location Match.
  4. Select the card(s) you want to enable.
    - You'll receive a message confirming the device location sharing has been turned on.

What if my Umpqua Pay session times out?

For security purposes your session will expire after 3 minutes of inactivity and you'll need to log in again.

What do I do if I lose my mobile device?

  • Report the loss to your mobile device to your mobile carrier.
  • As long as your password remains secure, then it will protect you from fraudulent use of Umpqua Pay.
  • SMS notifications are a one-way communication to the user and will not contain personally identifiable information.
  • Once you receive a new device, download Umpqua Pay again and use your existing credentials to access your account.

What if I lose my debit-card?

If you have the Umpqua Pay app, simply log in and Turn Your Card Off. Then, contact Umpqua Bank immediately to report your card lost/stolen at (866) 486-7782.

Once you receive your replacement card you can delete your old card from the App and add the new card.

Use Consumer Transaction Controls (CTC) to turn my card on/off to prevent fraud

Consumer Transaction Controls allow you to suspend/reactivate any cards enrolled on the Umpqua Pay app. When a card is suspended any attempted transactions will be declined until it is reactivated.

To suspend a card:

  1. Tap the image of the card you want to suspend.
  2. Toggle the Suspend button to on.
    - You'll receive a warning message.
  3. Tap Suspend.

The card will show as suspended in the card carousel

To reactivate a card:

  1. Tap the suspended cards image.
  2. Tap Reactivate.

You'll receive a confirmation the card has been reactivated.

What if I get a new mobile device?

Download Umpqua Pay on the new device and use your existing credentials to sign in to your account.

What if I change my mobile number?

You can log into Umpqua Pay with your existing credentials. You'll want to update your contact number in the app for security.

To update your phone number:

  1. Tap the Menu icon.
  2. Tap Settings.
  3. Tap Manage Phone Number.
  4. Enter the new phone number.

Questions?
Give us a call at
(866) 486-7782
Mon-Fri, 8am-6pm
Sat-Sun, 8am-5pm
or download Go-To.