Remove credit cards from ApplePay when you can't turn on your phone

I had an iPhone XS Max where I had 3 cards in my Apple wallet. However, the phone had water damage from the pool and can no longer be revived. I already bought a new iPhone - iPhone 11 Pro Max and when I tried to add the same 3 cards onto my new phone, it wouldn't let me saying "Add the card later or contact the card issuer".


I called my bank and they asked to remove the card from my old phone and then try to add it, which of course I cannot do. I called Apple Support to see if they can remove it from their end since I tried to remove them under Apple ID under the old phone device, no luck.


Now I just wonder if Apple ever thought about this scenario where someone lost their phone or couldn't be turned on and couldn't remove from their Apple ID, how can they still use the same card on a future device?

iPhone 11 Pro Max, iOS 13

Posted on Aug 23, 2020 7:06 AM

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Posted on Aug 23, 2020 11:25 AM

you can remove Apple Pay from the old device by going to iCloud.com. Also,


  1. Sometimes if you sign out of your Apple ID and back in it resolves the problem.
  2. Check your Apple ID region to make sure it is correct. If it is correct, you may need to select the same region again. (Change your Apple ID country or region - Apple Support)
  3. Check the region on your device to ensure it is correct (Settings>general>language & region - set to your region)
  4. A passcode is required to use the Wallet app. 
  5. You need to be in a region that supports Apple Pay - Countries and regions that support Apple Pay - Apple Support
  6. Your bank needs to support Apple Pay - Apple Pay participating banks - Apple Support
  7. If none of these suggestions are able to resolve your issue you can go here for further assistance - If you can't add cards to Wallet for Apple Pay - Apple Support


13 replies
Question marked as Top-ranking reply

Aug 23, 2020 11:25 AM in response to edward_1993

you can remove Apple Pay from the old device by going to iCloud.com. Also,


  1. Sometimes if you sign out of your Apple ID and back in it resolves the problem.
  2. Check your Apple ID region to make sure it is correct. If it is correct, you may need to select the same region again. (Change your Apple ID country or region - Apple Support)
  3. Check the region on your device to ensure it is correct (Settings>general>language & region - set to your region)
  4. A passcode is required to use the Wallet app. 
  5. You need to be in a region that supports Apple Pay - Countries and regions that support Apple Pay - Apple Support
  6. Your bank needs to support Apple Pay - Apple Pay participating banks - Apple Support
  7. If none of these suggestions are able to resolve your issue you can go here for further assistance - If you can't add cards to Wallet for Apple Pay - Apple Support


Aug 23, 2020 1:06 PM in response to askbarnabas

  • If you are getting a message to contact the card issuer, call the bank or credit card company who issued you the card to make sure there are no restrictions on the card. 


- Already did, no luck. Chase internet team created a ticket for me and I'll follow up with them later.




  • If you have trouble adding a card to wallet;
  1. Sometimes if you sign out of your Apple ID and back in it resolves the problem. - This is actually a good point but no luck. I started to believe Chase is the problem
  2. Check your Apple ID region to make sure it is correct. If it is correct, you may need to select the same region again. (Change your Apple ID country or region - Apple Support) - Checked and everything looks correct
  3. Check the region on your device to ensure it is correct (Settings>general>language & region - set to your region) - Everything looks fine
  4. A passcode is required to use the Wallet app. (???)
  5. You need to be in a region that supports Apple Pay - Countries and regions that support Apple Pay - Apple Support (N/A as described in my question, I'm adding an old card to a new phone)
  6. Your bank needs to support Apple Pay - Apple Pay participating banks - Apple Support - Same answer as the above
  7. If none of these suggestions are able to resolve your issue you can go here for further assistance - If you can't add cards to Wallet for Apple Pay - Apple Support - I'll have to call them again if Chase couldn't resolve it for me. First call with Apple Support today wasn't helpful at all.


Thanks for your help.



Aug 23, 2020 1:55 PM in response to askbarnabas

"If you are using the same Apple ID the old cards should be on your new device."


That's correct. This is why when I tried to add the cards onto my new device, I didn't have to type the card manually again as I was presented a list of cards that are already associated to my Apple ID. However, this was also where I ended up with the error message "Add the card later or contact card issuer"

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Remove credit cards from ApplePay when you can't turn on your phone

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