Unable to add replacement credit/debit cards to Apple Wallet

my credit cards and debit cards were stolen 3 weeks ago and I have been trying to put the replacement cards into apple wallet with the same message appearing being, refer back to my bank. After several phone calls both of my card providers have said there are no issues that could be stopping apple from installing into the wallet. After two phone calls to apple the best I have got is to update to 17 and when that didn’t work was told to ring Visa and Mastercard who both immediately transferred me back to my bank!

any idea how to sort this?

Hrrrs

[Re-Titled by Moderator]

iPhone 12, iOS 17

Posted on Oct 17, 2024 7:01 AM

Top-ranking reply

Jeff Donald

Community+ 2026

Level 8

47,294 points

Posted on Oct 17, 2024 7:41 AM

This is easy to explain, but much less easy to get your banks to follow through. The issue is the recent stolen cards. The PNO (Visa, Mastercard, AmEx etc) have flagged your accounts with fraud alerts. The banks may have removed their alerts, but the PNOs have not.

The individual banks will need to contact the respective PNO for each card and have the fraud alert lifted. The bank’s fraud department, Apple Pay department or IT department can open a support ticket with the PNO to remove their fraud flags and authorize the new accounts for Apple Pay.

Bank tier 1 and tier 2 support rarely know what to do. They refer you to the PNO which instantly send you back to the bank, as you know. The PNOs have no way of verifying your identity and don’t know if you’re you or the fraudsters. The banks must open a support ticket.

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Unable to add replacement credit/debit cards to Apple Wallet

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