mrbdamien

Q: Unable to set up apple pay with my iCloud account

I have used Apple Pay successfully on my old iPhone 6 with no problems, and I had set up around May. Recently, I updated to iOS 10.0.1, and continued to use Apple Pay without issue. Last friday I got a new iPhone 7, but I have been unable to add any cards back onto my phone.  I also tried to add a card to my iPad Pro (12.9in WiFi) in June, but have had no luck there either.  I can go into either Wallet, or into Settings > Wallet & Apple Pay, and each time I try to add a card I will get an error message: "Could Not Set Up Apple Pay, An error occurred while setting up Apple Pay". I do not get as far as adding any cards so this is not a bank/card issue (both of which have not changed).

 

To try and resolve this I have tried a number of suggestions on these boards, including:

1. Logging out of iCloud and disabling passcode, switching off and on again, and logging back in and enabling passcode.

2. Resetting and deleting all settings and data, and restoring from backup.

3. Resetting and deleting all settings and data, and setting up as a new phone.

4. Deleting all iCloud back-up data

 

The only thing that allows me to add a card is if I log into the device with a different iCloud account. Therefore, this suggests this is an iCloud account issue, but I can't tell beyond that what the actual issue is.

 

So, does anyone have any suggestions? I'm not having much luck getting in touch with Apple either due to my work commitments

iPhone 7, iOS 10

Posted on Sep 22, 2016 1:02 PM

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Q: Unable to set up apple pay with my iCloud account

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  • by mrczartek,

    mrczartek mrczartek Sep 22, 2016 2:32 PM in response to mrbdamien
    Level 1 (4 points)
    Apple Pay
    Sep 22, 2016 2:32 PM in response to mrbdamien

    I have exactally the same issue.  Your description of the issue is dead on.  I have an escalation in with Apple and after several days of waiting on some feedback I feel like the Apple engineer's ego's are a bit overinflated.  I received a call back from my case worker today, he left a message stating he had feedback from tier 3 support and he would either call back tomorrow or I could call in with my case number.  It's already been A week and I am excited so I called in.  A week ago, I went through the process of providing details of everything I had already tried, and that I narrowed it down to an account issue.  They put me in touch with tier 2 and we again verified by doing everything you describe above and the tech told me he was entering detailed notes.  If it was a device issue, it would be restricted to a device.  I can sign out and sign in with a different iTunes account just fine, Apple Pay pops right up to the add card screen.  I even add the card in questions no problem.  I then sign out of iTunes, wipe the device, set up as new, sign in to iCloud with my problem account and "Failed to set up Apple Pay".  So today did I get a fix?  No, I got engineering asking Tier 2 to have me do all the same things I have already done, again, so frustrating.  I have too much money invested in that iTunes account to blow it away and start new at this point.  There is something corrupt on the server side for the account.  I am actually it is not just me, I just hope Apple actually takes some time this time to look deeper, and not at my device because it's not the device.  It's not the credit card, it's in their system side.  I did supply them with some logs today after running some tests but I am not to confident it has reached the level it needs too yet.  I'll keep you posted.   More than likely there will be a software update at some point but magically fixes the issue and we will never know what the problem actually was.  I have worked with Apple for more than six years and I do support for their products at the HQ of one of their biggest customers, for the leadership of the company.  I don't call unless I have exhausted all possibilities on this end, so without access to their back end, there is not much more I can do but work with them.  I hope if someone from Apple reads this, they realize their might be an "actual issue" here.  Until I have this working again, my time is valuable too, and I don't have time to repeat everything one a week to end up with the same result.

  • by omev2,

    omev2 omev2 Sep 24, 2016 3:53 PM in response to mrczartek
    Level 1 (4 points)
    Apple Pay
    Sep 24, 2016 3:53 PM in response to mrczartek

    I have the same problem too.

     

    Apple Pay stopped working one day when i tried to order an Uber.

    Thought it was a card specific issue so I tried deleting and readding said card. No dice.

     

    I have not been able to add a card to my account since despite resetting and switching phones.

    This issue started when I was using iPhone 6 running iOS 9.3.4 and persists on an iPhone 7 running iOS 10.0.2.

  • by paul bresciani,

    paul bresciani paul bresciani Sep 27, 2016 6:48 AM in response to mrczartek
    Level 1 (4 points)
    Apple Pay
    Sep 27, 2016 6:48 AM in response to mrczartek

    I have the exact same problem, tried the exact same things, talked to Apple Care a few times. The last AC person said it sounded like a system-wide issue that will hopefully be resolved soon.

     

    Anything new to report since you last posted?

  • by Brian lol,

    Brian lol Brian lol Sep 27, 2016 7:23 AM in response to mrbdamien
    Level 1 (10 points)
    Apple Pay
    Sep 27, 2016 7:23 AM in response to mrbdamien

    I have the same case here Could not setup Apple Pay After updating to iOS10

     

    It is very likely that something is wrong on the Apple/iCloud Side.

    I  just grab a brand new device, set it up as a new iPhone, sign in with the account that I'm having that apple pay issue with. Same error is happening.

  • by mrbdamien,

    mrbdamien mrbdamien Sep 27, 2016 11:01 PM in response to paul bresciani
    Level 1 (8 points)
    Apple Pay
    Sep 27, 2016 11:01 PM in response to paul bresciani

    Nothing yet, although the support team acknowledged it sounded like an issue with my iCloud account. The issue was escalated to the engineers so I'm just waiting to hear from them.

  • by Brian lol,

    Brian lol Brian lol Sep 27, 2016 11:06 PM in response to mrbdamien
    Level 1 (10 points)
    Apple Pay
    Sep 27, 2016 11:06 PM in response to mrbdamien

    You're lucky. I just keep bouncing between different agent and support channels and, the solutions is just "Do an iCloud backup" and "Restore your iPhone to the latest software" Which I've already did a million times, in all sorts of combination.

  • by scott_mac,

    scott_mac scott_mac Sep 29, 2016 7:05 AM in response to mrbdamien
    Level 1 (4 points)
    Apple Pay
    Sep 29, 2016 7:05 AM in response to mrbdamien

    I tried all possible remedies for this, until finally yesterday finding something that worked. I started by deleting all cards, then adding them to my Apple Watch first. After that, adding them To Apple Pay/wallet on the iPhone worked just fine. Now Apple Pay works perfectly on both devices, I have access to all my cards, and life is once again blissful joy in Apple land

  • by Brian lol,

    Brian lol Brian lol Sep 29, 2016 7:06 PM in response to scott_mac
    Level 1 (10 points)
    Apple Pay
    Sep 29, 2016 7:06 PM in response to scott_mac

    Good to hear!

    At this point I have removed and reset all of my devices to factory setting and setup as new. None of my card is linked to my devices and I have confirmed that on my appleid.apple.com.

    I just received my iPhone 7 and setup as new. And tried to add card on all of my devices again.

    It's still not working.

  • by paul bresciani,

    paul bresciani paul bresciani Oct 6, 2016 6:02 PM in response to mrbdamien
    Level 1 (4 points)
    Apple Pay
    Oct 6, 2016 6:02 PM in response to mrbdamien

    Nothing new to report. Still can't setup Apple Pay - was bored, so just restored my new iPhone 7+ again, signed in and out of iCloud just for good measure again, deleting contacts and stuff, still can't add a card. Tried signing into iCloud with my "iTunes" iCloud account, yep, lets me add a card.

     

    Interesting thing though, when re-signing into my "original" iCloud account, it asks to enter my MacBook Pro Password, as "Some of your data stored in iCloud is protected by the password you use to unlock the MacBook Pro "Paul's Macbook Pro. Your password is encrypted and cannot be read by Apple." I then enter my admin password to my MacBook Pro and things continue. I was NOT asked this when I signed in with my iTunes iCloud account. There is an option "Forgot Password" which lets you enter the admin password later. I tried both entering the password and not entering it - both failed with adding a card to Apple Pay. Anyone else have this?

     

    Last thought I had, someone said they tried changing their iCloud password and that worked. Tried it, didn't work.

  • by Brian lol,

    Brian lol Brian lol Oct 6, 2016 6:48 PM in response to paul bresciani
    Level 1 (10 points)
    Apple Pay
    Oct 6, 2016 6:48 PM in response to paul bresciani

    I can confirm that this asking for password from another device is happening.

    And no I still can't setup Apple Pay.

  • by paul bresciani,

    paul bresciani paul bresciani Oct 7, 2016 5:23 AM in response to Brian lol
    Level 1 (4 points)
    Apple Pay
    Oct 7, 2016 5:23 AM in response to Brian lol

    I understand things like 2-factor authentication will send a new passcode from another device, but why ask for the admin password on my laptop? What kind of iCloud data "is protected by the password you use to unlock the MacBook Pro?" I'm wondering if I could disable that data? Or turn its protection off? Some people only use say, an iPhone and an iPad - it didn't ask me for my iPad unlocking password. In fact, in dealing with iCloud, I don't recall ever being asked for my laptop admin password before. Any ideas on what this protected data could be?

  • by mrbdamien,

    mrbdamien mrbdamien Oct 12, 2016 2:01 PM in response to scott_mac
    Level 1 (8 points)
    Apple Pay
    Oct 12, 2016 2:01 PM in response to scott_mac

    I haven't got an Apple Watch so I can't try that

  • by paul bresciani,

    paul bresciani paul bresciani Oct 14, 2016 6:20 PM in response to mrczartek
    Level 1 (4 points)
    Apple Pay
    Oct 14, 2016 6:20 PM in response to mrczartek

    Mrczartek,

     

    I spoke again to Apple Support, I have a Senior Advisor assigned to me, and I'm still in the "waiting to hear back from engineering" mode - you and others were in this mode a couple few weeks ago - did engineering or Apple ever get back to you? Anyone?

     

    -Paul

  • by Brian lol,

    Brian lol Brian lol Oct 14, 2016 7:02 PM in response to paul bresciani
    Level 1 (10 points)
    Apple Pay
    Oct 14, 2016 7:02 PM in response to paul bresciani

    Same

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