Card Not Added - Contact your card issuer for more information

Received a watch replacement - 7. After pairing with my iPhone 14 everything came back, including credit cards in the Wallet & Apple Pay but I had to "add" the cards for the watch again. Three of my credit cards worked without incident. Three will not add to my watch wallet - two CC and one debit card, and I get the message Card Not Added - Contact your card issuer for more information. Add Card Later, which is all that can be selected to get out of the screen. Before checking with this community, I called the card issuer and they said things were verified and okay. After several attempts called them again with no success. Decided to check with Apple and was told to call the card issuer back and tell them to contact via a ticket the payment network operator or PNO. I called them back and at this point my accounts were put on fraud alert. After escalation and much frustration, the bank finally took my off fraud alert, though still nothing is working and Apple is not responding.


Decided to "google" apple support community and read this issue has been going on for years. I read through a lot of responses and had tried most of it myself before I even read the posts - Check IOS, Type in manually versus scanning, remove it from wallet and put it back, etc.


An interesting response from a few people was about tokens but there were mixed responses on success with calling the bank and "cleaning up" tokens. I am very reluctant to call the credit card issuer back as they were terrible and tossed me to one person after another and eventually as I noted, to the fraud department. If anyone can advise if they have had this issue with adding cards that are on their phone and trying to then add to their watch wallet, please let me know if any resolution. I was told by Apple that calling Visa or Mastercard directly would not work - it had to be through the bank via a ticket from them. Again, I want to avoid that avenue if possible.


Thank you,

SanHart

iPhone 14 Pro, iOS 17

Posted on Jul 7, 2024 6:14 PM

Reply
Question marked as Top-ranking reply

Posted on Jul 8, 2024 4:51 AM

The fraud alert may have a time effect on the adding of cards. In other words, even though the bank has listed the alert it’s still be reported through the system and it may take 30+ days before you can actually add the cards and necessary tokens. The PNO and TSP (Token Service Provider) may still show the alert.


Your options are call bank and ask them to open a ticket with PNO and TSP to remove alert and clear your account or wait 30+ days and try again.


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5 replies
Question marked as Top-ranking reply

Jul 8, 2024 4:51 AM in response to SanHart

The fraud alert may have a time effect on the adding of cards. In other words, even though the bank has listed the alert it’s still be reported through the system and it may take 30+ days before you can actually add the cards and necessary tokens. The PNO and TSP (Token Service Provider) may still show the alert.


Your options are call bank and ask them to open a ticket with PNO and TSP to remove alert and clear your account or wait 30+ days and try again.


Jul 8, 2024 7:03 AM in response to SanHart

You’re welcome!


PNO could be having issues with identity information, tokens, or even the bank. Apple can’t remove the tokens and depending on your iOS version there may be two types of tokens, bank and merchant.


When the cards were originally on the Watch, they may not have been removed properly. Banks place limits on number of tokens on a device. When you tried adding more tokens, it exceeded limits and TSP was blocked from adding token/card. This can resolve over time.


Even the TSP and PNO issue may fall off after 30 days. Time resolves many Apple Pay issues that require participation of PNO, TSP and bank. Just don’t try to add the card for 30+ days, not even once.


Most banks and third party providers of customer support are not adequately trained on Apple Pay and even basic bank issues to properly assist customers, in my experience.


Jul 8, 2024 6:43 AM in response to Jeff Donald

Thank you, Jeff. The fraud was after the issue appeared and the Citi agent put it on fraud alert BECAUSE they didn't have a clue about PNO and were arguing with me. They were intolerable about this. This is so frustrating. The banks do not know what to do and punish the customer. I appreciate they have fraud alert, I do. Just how they go about it. There has to be a better solution in the future when Apple devices are upgraded or in my case replaced. I appreciate the response, sincerely, though if the issue happened before the fraud alert waiting seems unlikely going to solve it. I obviously have no choice but to wait, stop worrying about this and stop using those cards in my watch until my next watch and phone, which honestly is a bummer as it's a wonderful feature, or call them back which makes me ill. I do appreciate the quick reply.


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Card Not Added - Contact your card issuer for more information

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