Level 1

24 points

Apple Pay freezing screen on iPhone 6s

I've just bought a 2nd hand iPhone 6s - all perfect apart from one thing. When I use Apple Pay over contactless the touch screen becomes unresponsive. Only fix is a hard reset.

Anyone experienced this? It's clearly not a problem with the touch screen itself as the reset sorts it out.

Very strange!

Posted on May 26, 2017 4:35 PM

32 replies

astro14c

Level 1

8 points

Mar 6, 2018 8:11 AM in response to FranSirv

To clarify - are you using DFU to downgrade the firmware? or just restoring via DFU? If the former - is there recommended firmware version to use? (from my reading of DFU, I thought that path was to select a specific firmware version installed, otherwise you would just restore?) If your results are successful - would like to hear the path taken.

Thanks.

Teddy_B

Community Specialist

May 27, 2017 10:23 AM in response to Roggster

Hello Roggster,

Thanks for that info and choosing the Apple Support Communities. Based on what you stated, it seems you are experiencing issues with using Apple Pay on your iPhone. At this point, I recommend you reinstall iOS on your device; this will help us isolate the situation further. Reinstalling iOS should not affect any of your data, but it is always a best practice to make sure you have a current backup in either iTunes or iCloud.

How to back up your iPhone, iPad, and iPod touch
Import photos and videos from your iPhone, iPad, or iPod touch

Once you have a current backup, follow the steps from the "If your device turns on but gets stuck during start up" section in this article:

If your iPhone, iPad, or iPod touch won't turn on

Use the “Update” option and not “Restore” and these steps will reinstall iOS. Keep in mind that these steps were written for a different issue, but they will still help us isolate the situation further. If your issue still isn't resolved, use iTunes on your Mac or PC to restore your iOS software to factory settings, as this process erases the information and settings on your device and installs a fresh copy of the latest iOS software. Temporarily setup your phone as new to test your issues, and then restore your backup and test the issues again.

Restore your iPhone, iPad or iPod touch to factory settings
Restore your iPhone, iPad, or iPod touch from a backup

Cheers!

Oct 25, 2017 11:03 AM in response to Roggster

Tried Apple Pay for the first time today on my iPhone 7 and have the exact same issue.

I have replaced my screen myself with a third party one, don’t know if this might be the problem.

Oct 30, 2017 1:53 PM in response to Roggster

Same problem. Filed a radar 35257601 with 100% reproducibility.

dour

Level 1

9 points

Jan 2, 2018 9:46 AM in response to Roggster

Same problem here - from mid-December on my "2 year plus 1 day" iPhone 6s plus. Phone freezes, and just does not se the till point. keep being told to hold it closer to the reader ..... any ideas ?

dour

Level 1

9 points

Jan 2, 2018 9:48 AM in response to ymaw

no screen change for me - seems more like a NFC problem ?

amcdell

Level 1

13 points

Jan 27, 2018 3:51 AM in response to MentalStimulant

Same issue for me - iPhone 8 new from Apple Store - problem started after 1 week of success with Apple Pay and the Japan Suica system.

Jan 29, 2018 7:12 PM in response to Roggster

Same problem

Iphone 7

Never happened in 1 year

Started happening rece

FranSirv

Level 1

8 points

Mar 6, 2018 8:34 AM in response to astro14c

Hi, full restore to last iOS 11.2.6 and same problem

FranSirv

Level 1

8 points

Mar 7, 2018 8:35 AM in response to FranSirv

I did a system update to iOS 11.3 beta 4 this morning and it didn’t fixed the problem ... My Iphone 7+ keeps freezing after the Apple Pay payment validation...

Roggster Author

Level 1

24 points

May 29, 2017 6:18 AM in response to Teddy_B

Hi jameson.h,

Thanks for the reply - I really appreciate it.

I tried your suggestion (even went as far as putting the phone into DFU mode and restoring, then using as a new device, setting up Apple Pay and running out to the store to try it out before doing anything else to the phone.

Unfortunately, exactly the same problem :-(

Any other ideas before I write this phone off as having a hardware fault and trying to return it (with all the hassle that comes with!)?

Ta,

Nick

jdo_apple

Community Specialist

May 29, 2017 7:32 AM in response to Roggster

Thanks for replying, Nick, and that additional info, it really helps!

Since you still have this issue when your iPhone has been restored as new before applying any backup, you will need to contact Apple Support for further help:

Contact Apple Support

Have a great day and thanks for using the Apple Support Communities!

Oct 31, 2017 7:31 AM in response to Roggster

I'm having the same problem with a 7 plus, but I have a cracked screen. Will Apple support still fix/replace it with a cracked screen? Screen crack obviously didn't cause it, but I'm sure they'll hide behind that as the excuse.

FranSirv

Level 1

8 points

Mar 5, 2018 9:46 AM in response to Roggster

Same here. Iphone 7 plus and ios 11.2.6

Tried from lock screen paying with touchid and code. I will try from the wallet app and the iphone unlocked later.

This is bad bussiness for apple. If the phone keeps freezing I will stop using apple pay and returning to phisical contactless cards.

Dr-Ox

Level 1

4 points

Aug 9, 2017 5:20 AM in response to Roggster

Did you ever find a fix for this? it drives me crazy as I have to soft-reset the phone after using Apple Pay.

I can turn the screen on with the home button but the touch screen does not work.

This thread has been closed by the system or the community team. You may vote for any posts you find helpful, or search the Community for additional answers.

Apple Pay freezing screen on iPhone 6s