CITIBank denies to allow adding its card to Apple Pay mobile wallet on my 16 pro citing that there is security issue in this device. All the cards from other banks work just fine. What may be the issue? Unbelievable!!
[Re-Titled by Moderator]
The VPN is the security issue. You can discuss the use of a VPN with Citibank. Citi seems much more restrictive in the use of a VPN than other banks. However, the banking industry as a whole, is becoming much more restrictive in the use of a VPN on secure devices.
You have several ways to proceed. You can discuss the matter with the bank. From what I know of the banking industry, they won’t budge. But it can’t hurt to ask.
The second is to wait 24 hours for the temporary block to expire. Remove any VPN software and the VPN profile (management files) and reset the network settings. It should allow you to add your card. If it doesn’t, they placed a 31 day block on the card.
If you need specifics on any of the resets let me know.
The VPN is the security issue. You can discuss the use of a VPN with Citibank. Citi seems much more restrictive in the use of a VPN than other banks. However, the banking industry as a whole, is becoming much more restrictive in the use of a VPN on secure devices.
You have several ways to proceed. You can discuss the matter with the bank. From what I know of the banking industry, they won’t budge. But it can’t hurt to ask.
The second is to wait 24 hours for the temporary block to expire. Remove any VPN software and the VPN profile (management files) and reset the network settings. It should allow you to add your card. If it doesn’t, they placed a 31 day block on the card.
If you need specifics on any of the resets let me know.
The PNO has a 31 day block on your device. I strongly suspect it’s caused by the VPN. This issue has been reported twice in the last 6 months on Citibank cards. The other two were also related to VPN issue. They were able to add their cards after 30+ days.
During the waiting period do not try to add the card. It’s been reported that premature attempts will reset the waiting period to 30 days.
Syedmt wrote:
Have a look at their answer:
”We reviewed your concern and regret to inform you that the provisioning for wallet is declined for security reasons in this device. Before enrolment, we have done a thorough review to avoid any unsecured activities. “
when I called to raise a complaint they said that they cannot do anything as the system is showing an error related to fraud prevention.
To me that looks like an issue with your account, possibly due to a verification problem. Does the name on your Citi Account match that on your device. I have seen posts where there was an issue for a name mismatch such as Jim/James. The response you got seems to be a standard form response for a denial and the follow up is simply someone not understanding the issue or how to resolve it.
Do you use a VPN, ever had antivirus or VPN software on your iPhone, ever had a VPN profile on your iPhone?
I have multiple Citibank cards in Apple Wallet. I’ve never had an issue adding their cards either. I’ve never had a security is with any of the cards in my Wallet.
Try calling their support team back and hopefully you get a more experienced member. Don’t hesitate to request a supervisor and escalate the issue.
Have a look at their answer:
”We reviewed your concern and regret to inform you that the provisioning for wallet is declined for security reasons in this device. Before enrolment, we have done a thorough review to avoid any unsecured activities. “
when I called to raise a complaint they said that they cannot do anything as the system is showing an error related to fraud prevention.
I removed everything related to the VPN settings and tried to add again but declined. I called them, they said that everything is fine from their side. The problem is with my device. They told me to contact Apple. Pathetic!!
I am calling them from my Registered phone number with a registered device after authentication by a PIN code. What more of a verification do they need?
That's a question for Citibank
Yes, I often need to use VPN for some services.
Thank you so much for pointing out the issue. I will definitely talk to them about this and try to get it done.
See what they say and if they don’t budge we can try to work around it.
But CITIBANK says otherwise. According to CITIBANK, the issue is with my device. They told me to contact Apple. Frustrating!!
Did you wait the 24 hours like I mentioned in my post?
Yes, I gave 24 hours gap. I removed VPN and reset network settings. Then tried to add.
Unable to add my Citibank card to Apple Pay
