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Troubleshooting Apple Pay

Published 12/5/24

Apple Pay is a mobile payment and digital wallet that allows users to make payments using a credit or debit card stored in their Apple Pay account. This article will help you resolve some common issues payers may encounter when using Apple Pay with InvoiceCloud for web and mobile one-time payments.

Tip: If the customer is experiencing a Credit/Debit Decline Code, please refer to the Credit/Debit Card Decline Codes article in Support Central.

General Issues and Errors:

  • Phone and Browser Specifications:
    • Requirements: The customer’s device must be an Apple device with FaceID or TouchID, and the web browser must be Safari to process a payment via Apple Pay.
    • Tip: If the customer is on iOS version 18 or higher, they are not restricted to using Safari. For information about additional supported browsers, refer the customer to Official Apple Support.
  • Apple Pay Virtual Number:
    • Note: Apple Pay shows the last four digits of a Device Account Number, not the physical card number, on receipts. This security feature creates a unique combination number for each card and device. The actual credit/debit card number is not recorded in the transaction history or passed during the approval process.
  • Expired Credit Card:
    • Issue: Payment requests will be declined if the chosen credit card has expired.
    • Solution: Ask the customer to check and update the expiration date on their credit card.
  • Failure to Launch (Choose a Card Manually):
    • Issue: The Wallet app may not automatically select a card.
    • Solution: Ask the customer to start the Wallet app and they want to use for payment.
  • Contact Your Bank or Card Issuer:
    • Issue: Messages such as “Could Not Add Card,” “Invalid Card,” or “Card Device Limit” appear when adding a card to Apple Wallet.
    • Solution: Contact the bank or card issuer for assistance.
  • Restart Device:
    • Solution: Ask the customer to restart their device to reset its memory and clear any temporary caches. This can resolve temporary issues with Apple Pay.
  • Replace the Credit Card in Apple Pay:
    • Solution: If the customer has multiple cards in their wallet, removing and replacing the card in question may fix any issues in how the card was originally stored.
  • Sign Out and Log Back into Apple ID:
    • Solution: If there are issues with the Apple account, ask the customer to sign out and log back into their Apple ID.

Card Reader Messages:

  • Chip Read Error:
    • Issue: The RFID scanner on the POS device is sensitive. If the phone moves too quickly, the authorization may fail, causing a “Chip Read Error” message.
    • Solution: Hold the phone directly up to the RFID sensor in the same orientation as the reader.
  • Transaction Timeout with PAX A80 Card Reader:
    • Issue: If a transaction time-out error occurs, the customer needs to tap twice. The first tap is for the service fee, and the second completes the payment transaction. There is a 60-second window for Apple Pay transactions.
    • Solution: Ensure the customer taps twice within the time limit. The system will void the first tap, and it won’t be recorded in the biller portal. For additional information on troubleshooting an EMV P2PE Card Reader, please review the Activate or troubleshoot an EMV P2PE card reader article in Support Central.
  • Response Code 521 – Card Reader Decryption Service Not Available:
    • Issue: This code indicates that the connection to the decryption service is unavailable.
    • Solution: Retry the transaction.

 Additional Troubleshooting Tips:

  • Ask the customer when they last updated their phone.
  • Verify the customer is using iOS version 12 or higher.
  • Ask the customer to ensure they are using Safari unless they’re on iOS version 18 or higher.
  • Ask the customer to make sure the Apple Pay wallet is set up.
  • Ask the customer to remove the phone case, as a case may prevent Tap to Pay from working.

Note: InvoiceCloud is unable to assist customers with Apple-specific questions or issues. Please refer them to Apple Support: Official Apple Support.

By addressing these common issues, you can help ensure that your customers have a seamless experience with Apple Pay.