Help with adding their card to their Apple Wallet
How do you set up Apple Pay?
- The cardholder needs to know:
- their card details including the card number, CVV and expiry date.
- the iOS Device is compatible with Apple Pay. They can check compatibility here.
- Open the Wallet app on the device and tap the "+" sign, then follow the prompts to add the card.
- Read and agree to the terms and conditions
- For security purposes, the cardholder may be asked to verify with a one-time-passcode (OTP). They can choose to receive this code via text or email.
For more detailed troubleshooting, refer to the Apple Pay help centre
Why can't the Cardholder add their card to Apple Wallet?
You can assist the cardholder by guiding them to check the following:
- Ensure Apple Pay can be used on their device:
- Check for any service outages or connection issues: Verify that there are no service disruptions that might be affecting Apple Pay functionality.
- Check if the cardholder has made changes to their Apple ID: e.g. password, phone number and/or email address. For security and anti-fraud purposes a cardholder will be unable to add their card to their Apple Wallet if their Apple ID details have been recently changed.
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Check the cardholder has not reached the maximum number of cards on their device: the following maximums apply -
- iOS 14:
- iOS 15:
- iPhone 6s and 7: 8
- iPhone 8: 12
- iPhone XS and later: 16
- iOS 17: no restriction
If the cardholder is receiving one of the following messages, please contact Immersve for assistance .
- Could Not Add Card
- Invalid Card
- Card Device Limit
We will investigate and advise on the next steps to assist the cardholder to add their card.
What happens if the cardholder does not receive the verification code?
If they did not receive the OTP (one time password), it is likely that the mobile phone number or email address held by Immersve is incorrect. Confirm the cardholders email and/or phone number held in your records are up to date and correct and update as required. Once done, advise Immersve of the updated details for the cardholder email and/or phone number by using the general enquiry form. The cardholder can try again after Immersve have confirmed the contact details are updated.
Help with managing cards in the Apple Wallet
What happens if the cardholder has lost their Apple Device or it has been stolen?
The cardholder has two options:
- If they have Find My iPhone enabled, they can use this to suspend or permanently remove the ability to pay with Apple Pay from the lost device OR
- The cardholder can remove the their cards through their Apple ID account page. Advise them to sign in and choose the lost device. Go to the Apple Pay section and click on either Remove or Remove all.
Advise the cardholder that, even if the lost or stolen device is offline or not connected to WiFi or a cellular network the card(s) will be suspended or removed from Apple Pay.
Help with using Apple Pay
What is the cost to set up Apple Pay?
There is no cost to set up and use Apple Pay. The usual transaction fees and currency conversion fees may apply.
How secure is Apple Pay?
- Every transaction on an Apple device requires the cardholder to authenticate themselves with either Face ID, Touch ID or device passcode.
- Each time the cardholder makes a purchase, Apple Pay uses a number specific to the cardholders device and unique transaction reference. The full card number is never stored on your Apple Device and it can't be shared with merchants.
- Cardholders should not enable others, including family members, to have their fingerprint registered on their device, or share their passcode, while they have a card registered in Apple Pay.
How do you make payments using Apple Pay?
In-store:
To pay in-store, the cardholder should hold their phone over the payment terminal and follow the prompts to authenticate using Face ID, Touch ID, or their passcode. By default, Apple Pay will use the card set as the default. However, if the cardholder wants to use a different card:
- Double-click the side button (or home button on older models).
- Swipe to select the preferred card.
- Hold the phone near the terminal to complete the transaction.
The cardholder generally won’t need to unlock their phone to pay. An internet connection is not required for in-store payments with Apple Pay.
Online or in-app:
For online or in-app purchases, the cardholder should look for the Apple Pay icon at checkout. They can select the card they wish to use and authenticate using Touch ID or Face ID on supported devices.
How many cards can be added to Apple Pay?
There are no restrictions on the number of cards a cardholder can add to Apple Pay
Where can the cardholder see their Apple Pay transactions?
All the Apple Pay transaction will show in the cardholders wallet. To see transactions, simply click on the card within the Apple Wallet and the transactions made with that card will be displayed.