Apple Wallet keeps refusing to connect to my bank account. My bank says nothing wrong at their end. I’ve removed and re-added cards to Apple Pay and restarted my iPhone, but I keep getting this message on the handover from the bank’s app.
Any ideas?
Thanks
iPhone 16
Apple Wallet does not connect to a bank account. What are you trying to do? You can add on credit and debit cards. If your card is an ATM card and does not display a network operator icon (Visa, MasterCard, American Express etc.) it cannot be added to Apple Wallet.
Apple Wallet does not connect to a bank account. What are you trying to do? You can add on credit and debit cards. If your card is an ATM card and does not display a network operator icon (Visa, MasterCard, American Express etc.) it cannot be added to Apple Wallet.
Hi Yes. It’s Santander. I hadn’t tried the two accounts separately, but as you say if one works and the other doesn’t it doesn’t solve the problem. I have now and you’re right the current account works, so there must be an issue with the credit card link.
I’ve lost count of the number of times I’ve removed my cards from the wallet, tried to reset the link, removed and reinstalled the app;etc;etc.
I spoke to Apple Support who tried everything remotely before saying there wasn’t a problem their end. Took hours! Didn’t help the Open Banking link is UK specific, so initially they didn’t understand the issue.
I’ve also spoken to Santander and supplied them with all the screenshots. They went away for a few weeks and rang me yesterday to say they couldn’t see what was wrong at their end. BUT she did say one of her other customers had had the same problem and it had sorted itself out. Unless this was you it does means there is a wider issue. I suggest you ring Santander’s Online and Mobile Banking Support 0330 123 0209. The more of us that report it, the more likely they are to be able to fix it. Narrowing it down to the credit card helps.
Have you tried deleting the Wallet app? You’d need to remove all your credit and debit cards first, then delete the app and then download a fresh copy from the Apple App Store.
The issue is the privacy requirements preclude Apple having the necessary information to troubleshoot and diagnose the issue from a consumer’s (your) information. What really needs to happen is Santander IT needs to contact Apple through their channels and troubleshoot the issue with Apple engineers. You don’t have access to the information Apple engineers need. Just saying that a consumer can’t connect is meaningless. Santander needs to setup and contact Apple and then with proper information Apple engineers can assist with resolving issue.
If you want to pursue further I can layout the steps you need to follow.
So, Santander needs to initiate the contact. What’s Apple engineering going to say, hay an anonymous customer of yours is having issues and you need to fix it. Everything and everyone is anonymous through Apple Pay and Apple Wallet. Hence the need for them to reach out and supply Apple with the information they need to review system logs etc. It’s the developers responsibility to maintain compatibility with Apple hardware and systems.
My advice is reach out via email to the CEO of Santander. The email address and name are public and a Google search will easily return the information. Write a polite, professional email expressing your issues and poor customer experience you’re having and ask for their assistance in resolving the issue. You receive an email or phone call within a few days from someone in the executive offices and they’ll have several solutions for you. Good luck!
Also it appears you have to enter a 2FA code sent to your device and currently you are not showing any cellular connection to receive that code. You will not get it while connected to WiFi as it is sent as SMS.
You can view the video here from Santander bank and the requirements that includes:
https://www.bancosantander.es/en/particulares/banca-online/pagos/apple-pay
Hi Yes. It’s Santander. I hadn’t tried the two accounts separately, but as you say if one works and the other doesn’t it doesn’t solve the problem. I have now and you’re right the current account works, so there must be an issue with the credit card link.
I’ve lost count of the number of times I’ve removed my cards from the wallet, tried to reset the link, removed and reinstalled the app;etc;etc.
I spoke to Apple Support who tried everything remotely before saying there wasn’t a problem their end. Took hours! Didn’t help the Open Banking link is UK specific, so initially they didn’t understand the issue.
I’ve also spoken to Santander and supplied them with all the screenshots. They went away for a few weeks and rang me yesterday to say they couldn’t see what was wrong at their end. BUT she did say one of her other customers had had the same problem and it had sorted itself out. Unless this was you it does means there is a wider issue. I suggest you ring Santander’s Online and Mobile Banking Support 0330 123 0209. The more of us that report it, the more likely they are to be able to fix it. Narrowing it down to the credit card helps.
Sorry if this appears twice. But my original reply doesn't seem to be visible!
Yes, it’s definitely a UK only issue. If you had read the other posts you’ll see I said it was a UK issue and posted a link to contact Apple Support in UK. I’m also not sure we’re all discussing the same issue, or perhaps a language barrier. In US a bank account is a checking or savings account. A credit card account is different and technically a loan account, not a bank account.
I would contact Apple Support in UK. They are probably aware of the issue.
QuizMasterGary and I are discussing the same issue which is this https://support.apple.com/en-gb/11111 not working with Santander UK. I don’t think it’s available in the US. It’s supposed to work with most current (checking US English) and credit card accounts - any account which has a card you can use with Apple Pay. Doubt whether it’ll work with a savings account as they don’t usually have cards.
Apple Support may appear to be UK specific, but although they phone from Cork in Ireland they’re offshore probably in India. Although I spent an hour or two on the phone with them, they were unable to help saying everything was OK as far as Apple were concerned. The bank have also said there’s nothing wrong. So we reach an impasse. There is clearly a problem, but no one will admit to it being them.
Please contact Apple Support in UK for assistance with connecting your account.
Are you not receiving the 2FA text?
In the UK once you’ve added your debit/credit cards, you can connect Apple Wallet to your account so you can see ALL your transactions going back two years. There is also the limited ability to analyse these transactions. It’s pretty useful. I get to stage 5 View your account balance and transaction history in the Wallet app – Apple Support (UK). My bank authorises the link and I’m handed back to Apple Wallet where theoretically all my transactions will appear. Sadly the handover between my bank and Apple Wallet gives me the message in my original post.
You’re right the two technical sides need to speak to each other. Convincing them to do so is another matter. If enough people have the same issue, they’re more likely to do something about it. At least I now know I’m not alone.
I’ve spoken to Santander who have spoken to their IT people. I’ve provided numerous screenshots;etc. They went away for a couple of weeks and said everything was OK at their end. I’ve since gone back mentioned this thread and that it works for the current account but not the credit card. It doesn’t help Apple Wallet support didn’t seem to be aware of this function. I had to send them the link to Apple’s website.
Not sure what more I can do. So if you have any ideas it would be appreciated.
Thanks. I’m on WiFi Calling so get texts as normal. I’m able to add the card so I can use Apple Pay. Connecting to the account so you can see all the transactions is added is additional process which is where it falls over.
Hi. I came to see if there was a solution to this problem but found your post about it!
I too have this issue. Is it for a Santander credit card by any chance?
I found that if I only authorise the Current Account when setting up the connection, then that goes through okay, but obviously that doesn't solve the problem for you (or me!)
Apple Wallet refuses to connect to bank account.
