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Unique difficulty adding back a replacement credit card

Has anyone ever encountered a problem adding a replacement card to your Apple Watch digital wallet after you had reported a suspicious transaction through the Apple Watch before? I seem to have come across one in which neither the bank nor apple is able to help. Back in November, I thought I saw a suspicious transaction on my bank credit card and reported it and had a new card placed. Turns out that transaction came through my watch's digital wallet, and it wasn't suspicious after all.


Anyway, when I tried adding the replacement card (which I thought would have been automatically updated), it would fail to complete the process, returning a message "card not added - contact your card issuer for more information." The bank says the fact that it went through the terms and agreement page and all indicates the bank was agreeing to add, but apple was blocking it. Apple says that because it is returning the messages to contact the card issuer, they were approving it on their end, and getting denied by the bank. Which is right?


At one point, one of the tech support, can't recall if it was apple or the bank, mentioned to me that there appears to be a "bad device" designation on the watch after the fraudulent transaction report, and that there is no way for that to be removed. I asked what the recourse is and they said to switch to another watch. So now I can't use the one thing I use most with the watch, which is contactless pay. I can use other banks, but this is the bank card that I use the most frequently.


Just to clarify, I can add and use Apple Pay on my watch with other bank cards, it's just this one bank (Chase), which makes me think it's the bank's issue.


Anyway, wondering if anyone else has encountered this problem.

Posted on Jan 18, 2021 10:51 AM

Reply
Question marked as Top-ranking reply

Posted on Jan 18, 2021 1:47 PM

  1. Sometimes if you sign out of your Apple ID and back in it resolves the problem.
  2. Make sure you are using the latest iOS/macOS update.
  3. 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)
  4. Check the region on your device to ensure it is correct (Settings>general>language & region - set to your region)
  5. A passcode is required to use the Wallet app. 
  6. You need to be in a region that supports Apple Pay - Countries and regions that support Apple Pay - Apple Support
  7. Your bank needs to support Apple Pay - Apple Pay participating banks - Apple Support
  8. 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
  9. Apple Pay support can be reached here - Apple Pay Customers


  • If you need to change your default payment in Wallet or have other issues such as the inability to add passes you can go to these links which covers managing Wallet and wallet use.
  • Add and manage passes in Wallet on iPhone - Apple Support, please note that passes cannot be directly added within wallet, except for QR code enabled passes. For everything else, its done either through the associated app, an email, airdrop or a link in a website.
  • If you get an error that you already have the maximum amount of cards in wallet with less than 22 cards signing out of your Apple ID and back in usually resolves this issue.
  • 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. 
  • If you are getting a message that Apple Pay services are unavailable at this time, sign out of your Apple ID and back in.
  • How to use Wallet on your iPhone, iPod touch, and Apple Watch - Apple Support,
  • Manage the cards that you use with Apple Pay - Apple Support


Similar questions

4 replies
Question marked as Top-ranking reply

Jan 18, 2021 1:47 PM in response to iosuser1234

  1. Sometimes if you sign out of your Apple ID and back in it resolves the problem.
  2. Make sure you are using the latest iOS/macOS update.
  3. 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)
  4. Check the region on your device to ensure it is correct (Settings>general>language & region - set to your region)
  5. A passcode is required to use the Wallet app. 
  6. You need to be in a region that supports Apple Pay - Countries and regions that support Apple Pay - Apple Support
  7. Your bank needs to support Apple Pay - Apple Pay participating banks - Apple Support
  8. 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
  9. Apple Pay support can be reached here - Apple Pay Customers


  • If you need to change your default payment in Wallet or have other issues such as the inability to add passes you can go to these links which covers managing Wallet and wallet use.
  • Add and manage passes in Wallet on iPhone - Apple Support, please note that passes cannot be directly added within wallet, except for QR code enabled passes. For everything else, its done either through the associated app, an email, airdrop or a link in a website.
  • If you get an error that you already have the maximum amount of cards in wallet with less than 22 cards signing out of your Apple ID and back in usually resolves this issue.
  • 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. 
  • If you are getting a message that Apple Pay services are unavailable at this time, sign out of your Apple ID and back in.
  • How to use Wallet on your iPhone, iPod touch, and Apple Watch - Apple Support,
  • Manage the cards that you use with Apple Pay - Apple Support


Jan 18, 2021 2:08 PM in response to askbarnabas

Thanks. But all that you suggested doesn't address the problem. I think it all boils down to who is responsible for dealing with the "bad device" designation on my Apple Watch. Is it the bank issuer or Apple? Or is it VISA's responsibility. It seems as if though there hasn't really been a solution to the potential problem of fraudulent charges through Apple Watch and how to resolve the device.


Just FYI, I don't have the maximum # of cards. I have tried all methods of adding the card (directly through wallet, QR code, app, link, etc...)

Jan 18, 2021 2:34 PM in response to askbarnabas

Yeah. Tried apple support also. They decided it is not their issue, but the bank issuer. Anyway, I am having no luck with either and am having to resort to requesting a warranty claims on this watch as unusable for its intended purpose.


What I really wanted to know was if anyone else ever had a "bad device" label placed on their apple watch. I don't think it's something you would see as a message, but a label given to the serial number associated with the watch on the back end...maybe VISA or the bank? Not sure.

Unique difficulty adding back a replacement credit card

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