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Isis mobile payments launch in Austin comes as a surprise to Austin

Isis, the new carrier-led mobile-payments platform launched on Monday in Austin, Texas and in Salt Lake City, Utah, but you wouldn’t know from several merchants around town. Despite being listed on the Isis web site, many local merchants had no clue they were now able to accept Isis payments, or even knew what the program was.

After getting told on Tuesday that my handset wasn’t supported under the Isis framework, and then asking a variety of merchants if I could use Isis there, I realized that this launch is softer than a goose down pillow.

Both the carriers and Isis sent out instructions on Monday letting consumers who have Verizon (s vz), AT&T (s t) and T-Mobile that they can go to a nearby store to get a SIM card put inside their phones. They can then link that SIM to a credit card issued by Chase (s ccf), Capitol One or American Express (s axp). Consumers can also pre-pay on an account and use that if they don’t want to link to a credit card.

Verizon’s Isis display. They also have Isis hand sanitizer bottles!
Unfortunately for me, my Samsung Galaxy S III on Verizon wasn’t supported, despite its NFC chip. Only three Verizon phones were at this time, although the store manager said he expected support for more in the coming weeks. Over at AT&T, five handsets are supported including the Galaxy S III. T-Mobile supports three phones including the Galaxy S III. The iPhone (a aapl) in any iteration can’t use the Isis system, although the Verizon manager said the company will later offer an external NFC reader for the Apple handset.

So, starting off there’s a limited number of handsets one might use for Isis, although given that only a few million people live in both launch markets, I can see why carriers may not want to rush to deliver compatible handsets. But when I started calling companies listed on the PayWithIsis web site things got weird.

In the first few pages of results I encountered a bakery I know and love, so I called Sugar Mama’s Bake Shop hoping to see if anyone had used Isis yet to buy something. The owner, Olivia O’Neal, was confused. She wasn’t part of the Isis launch and said that for months other small business owners had been emailing her about Isis, despite the fact that she never filled out her paperwork and didn’t want to participate. Other businesses listed on the site were out of business (Sole Freco) or were listed in the wrong location (Pueblo Viejo Mexican).

And managers at Chevron and CVS, which were both listed, said they hadn’t heard of the program, and that they didn’t support it when I asked if anyone had tried to pay with their phone using Isis, or if I could use Isis. Granted, there are at least 400 businesses listed and I could have just gotten unlucky with my choices, but it was discouraging. Tom Cook, an Isis spokesman, sympathized with my problems and explained that the sites listed on the PayWithIsis web page were populated from a database that Mastercard offers of places accepting contactless payments.

AustinAnd since Isis will work with any contactless payment display, those places do accept Isis for basic payments. Many just don’t know it. Meanwhile, Isis has a higher level of service called Isis Pay & Save for specific merchant partners who want to offer loyalty cards and coupons in the Isis app, although at least one of the local merchants I called, a pet store called Dogadillo, had put the program on hold. I’ve reached out to several other local partners as well to understand their experiences.

At best, Isis has some serious merchant outreach and consumer education to do, and at worst the limited number of handsets and lack of knowledge on the merchant side might turn off consumers who are eager to trade in their wallet for their smartphone. The launch of the program was delayed, and maybe these problems were some of the reason behind that delay.

Tomorrow I’ll get a phone that can handle the new SIM from Verizon and I’ll be able to try this out in the real world, but so far, as a consumer who was eager to play with the latest mobile wallet app, the Isis launch hasn’t been as much fun as I hoped.

19 Responses to “Isis mobile payments launch in Austin comes as a surprise to Austin”

  1. Salam Sunil

    Please tell me when will live UIA mobile money transfer
    hear is the website office in Australasia
    Bank Details
    Bank name: National Australia Bank
    Bank address: 255 George Street, Sydney NSW 2000 Australia
    Bank account name: UIA Pty Limited
    Bank account number: 11‐916‐9399
    BSB number: 082‐057
    SWIFT code: NATAAU3302S
    Registered Office
    Level 57
    MLC Centre
    19-29 Martin Place
    Sydney New South Wales 2000

    Telephone: +61 2 92201756
    Facsimile: +61 2 9220 1759

  2. Richard D'Ambrosio

    What has been the compelling message you are delivering to small businesses to demonstrate the value of accepting Isis? Are there materials online for small businesses to download to understand how this is going to help them increase revenues, customer loyalty, etc.?

  3. And Charles, they don’t need to sign up but they do need the right equipment. Most small businesses are not set up to take contactless payments. Anywhere u can use GW, you can use Isis.

  4. I am helping to implement this product and you are right…austin is a soft launch market.

    CVS, whataburger, chevron, etc. Are big names that, without corporate directive, wont know anything about isis. National roll out is happening soon and then maybe you’ll see a mainstream shift with store owners and managers more educated.

    Integration with smaller businesses is very easy, but not where it should be. Although we have made it simple (and free since the phone companies are subsidizing this equipment) for businesses to make the upgrade, people don’t like change and greet anything new with skepticism.

    Won’t be long though until customer demand dictates the change and the fact that all three cell phone companies collaborated on this when its hard to get them to agree on a pizza is a harbinger of the huge mobile wallet revolution to come

  5. With Isis, the network carriers will now have deep insight into the user’s buying behaviors, all controlled via the SIM card. The chain of “middle men” gaining access to more and more potentially personal/sensitive data continues to grow — just saying.


  6. Okay, so what happened when I loose my phone? How secure is this really? No NFC provider had the guts to answer this question. Mobile payment is good but I think we are not yet ready for something like Isis. I am happy with my mPowa (

    • the answer from the operator probably is 1) it is not different from losing your credi card. that said, 2) you should lock your phone with a pin, and 3) if you lose the device, you call the operator’s customer support to lock (and maybe even wipe) the phone.

  7. If Isis requires each vendor to sign up this is broken. I’ve been using Google Wallet for months at sites that have NFC terminals. No one had any idea that I could use my phone to pay. They didn’t have to. It just worked. Isis should work that way. Work with existing NFC terminals just like my American Express does and Google Wallet.

  8. Dude come on really? Obviously some vendors won’t know about it you have to go and do use it yourself at those Isis ready locations usually any store with a paypass system will accept Isis .. I’ve enjoyed using mine.. I went too CVS, jack in the box and used them there so far with no.issues.. merchants won’t know much about it because it is brand new..

    • Right, but for the average consumer, who wants to pay with Isis but may not be sure or aggressive about using it, having the merchant not know about it could be discouraging. I’m getting my Isis-capable handset and going out today to see how well it works. I was just surprised at the lack of knowledge given how active the Isis sales team has been around town with local merchants.