A customer is unable to add their card to their mobile wallet (Apple Pay, Google Pay)

If your customer receives an error when trying to add their card to a mobile wallet, please check the following steps:

  1. Ensure your BIN is tokenized for mobile wallets.
      • Please see the setup process here.
  2. If your customer is trying to add the card via in-app push provisioning, ask them to try adding the card manually.
  3. If the issue persists, ensure the following:
    • The card is activated.
    • The cardholder entered their card information correctly.
    • The cardholder is using a phone with a U.S. SIM card.
    • The wallet app is fully updated in the app store.
    • The phone has a biometric/password lock enabled.
    • The customer has tried restarting the phone and reinstalling the wallet app.
    • If iPhone, the device and Apple ID region is set to 'United States':
        1. Settings → General → Language & Region
        2. Settings → Click on Name → Media & Purchases → View Account → Country/Region

If the customer continues to experience an issue, please reach out to Unit Support with a screenshot of the error message and timestamp of the most recent attempt. 

Was this article helpful?
1 out of 1 found this helpful



Please sign in to leave a comment.

Got any questions?
Submit a request