FROM CACHE - en_header

Apple pay not working

Solved
GeneJack925
Tourist
4 0 2

Hi there,

We are launching our website soon and doing testing by making purchases, we are using Shopify payments gateway and enabled apple pay accelerated checkout.

Asked a friend in UAE to make a test purchase using apple pay and they get an error saying "this field can not be blank", of course all details are complete and stored as they made thousands of transactions before, the error does not appear if the country is changed to USA or UK. 

 

Any idea what this error relates to? is there any country limitations? 😞

Thanks in advance

Accepted Solution (1)

Accepted Solutions
Elias
Shopify Staff
Shopify Staff
1863 189 307

This is an accepted solution.

Hey, @RochelleBrown.

Thank you for clarifying!

We've since updated our authentication process and we're no longer able to provide account-specific support via the Shopify Community at this time. However, we can continue to assist you and loop in our Technical team through live chat, email, or callback. Please visit Shopify Help Center and log into your account to create a support request.

Since this is the next step moving forward, we'll be marking this reply as the solution for the benefit of others also looking for help with this topic. Thanks!

Elias | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

View solution in original post

Replies 30 (30)
Elias
Shopify Staff
Shopify Staff
1863 189 307

Hello, @GeneJack925

 

Elias here with Shopify Support. That’s a great question!

 

I understand your friend in UAE tested Apple Pay for your store and encountered an error that a particular field was left blank. I don’t have enough information to identify what this error relates to; however, I did find a tool from Apple that can help you check on the participating banks in Europe and the Middle East for Apple Pay. That said, I’d be happy to take a closer look and loop in our Technical team if needed. 

 

Are you able to share more information regarding the test order or a screenshot of the error? If you’re sharing a screenshot, feel free to black out any sensitive information on the screenshot. Looking forward to hearing from you.

Elias | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

GeneJack925
Tourist
4 0 2

Hello Elias, 

Many thanks for your reply, yes my bank in US is BOA, and my friend in UAE is using credit card issued from HSBC UAE.

Attached are screenshots of the error, if we try to change the shipping address to any country other than UAE the error does not show.,

 

Appreciate your help as the UAE market is important to us,

 

Thanks again

WhatsApp Image 2020-01-30 at 5.58.37 PM (1).jpegWhatsApp Image 2020-01-30 at 5.58.37 PM.jpeg

Elias
Shopify Staff
Shopify Staff
1863 189 307

Hey, @GeneJack925 .

 

Thank you for getting back to me with the screenshots. I can see that HSBC is a supported credit card for Apple Pay in the Middle East. Since Apple Pay works for the other addresses, this appears to be an isolated issue with the Apple Pay settings for the UAE address on your friend’s device - rather than an issue with the payments on your store. 

 

I’ve tested Apple Pay with my phone, by adding and editing my address, and it still shows an address on the line where the error indicates ‘can’t be blank’ (on your screenshot) before I process the payment. That said, I recommend adding or updating the shipping address directly through the phone’s settings and trying again- that's located under ‘Settings > Wallet & Apple Pay > Shipping Address’.

 

01-02-mc57z-db2ly

 

Also, here’s a guide from Apple for updating the billing and contact information for Apple Pay

 

Let me know how that goes!

Elias | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

B_R-25
Shopify Partner
65 1 4

hello @Elias I have a similar problem and I contact the support by email already.

In my case is not a problem about shipping but is just that the payment is not succeeding. I got a " payment failed" error telling me the website couldn't be able to complete the payment.

 

Can you please help me?

thanks

 

Schermata 2020-05-22 alle 00.13.04.png

IMG_9072.jpg

Elias
Shopify Staff
Shopify Staff
1863 189 307

Hey, @B_R-25.

 

Thank you for joining this thread! I understand you're receiving a payment failed error with Apple Pay on your store. Since Apple Pay is appearing as an accelerated checkout on your store and the failed payment is happening during the processing stage, your payment settings on Shopify seems to be set up correctly. Has other customers been able to checkout with Apple Pay?

 

It's possible that this is an issue with your payment gateway or with the Acceptable Use Policy for Apple Pay. That being said, which payment gateway are you using for Apple Pay? So that I can take a closer look, can I get your store URL (.myshopify.com)?

 

Looking forward to hearing from you! 

 

Elias | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

B_R-25
Shopify Partner
65 1 4

Hello @Elias,

The store url is scarletterdesign.com

the gateway is stripe.

I just made a try and seems now is working, maybe because I contact the support by chat too.  

If possible I would like to know which was the issue.

 

Thank you

Elias
Shopify Staff
Shopify Staff
1863 189 307

Hey, @B_R-25.

 

Thank you for following up! I'm glad to hear that Apple Pay is working now. Since the Apple Pay option is showing up and initiating properly in your screenshots, I can't be sure where the issue is as it appears to be happening at the processing stage - It's likely the issue is happening on Stripe's or Apple's end. Was our support able to identify the issue when you contacted us over chat?

 

With that said, you can check if there's an error message in the timeline of the order that may help identify the cause. Here's a list of error codes for Stripe. Feel free to keep me posted on your findings!

 

 

Elias | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

sarahjg50
New Member
2 0 0

Hi, 

 

I'm having the same problem as the person that commented with the screenshots above, but when using a UK address. I get the same error message saying that the address is not valid. 

 

This means that the majority of my customers can't checkout with Apple Pay. It seems to want a US address. 

 

Any ideas how I can correct this? I thought it must be something in the code but can't find anything? 

 

Thanks

Sarah

GeneJack925
Tourist
4 0 2

Hi all,

 

I reported the very first incident in this thread and just keeping you posted with the progress.

I had declined transactions from customers in US, UK, Egypt and UAE using apple pay, only one transaction got accepted from Saudi Arabia.

After 3 months of back and forth communications with the technical team they did some "enforced reset" or something like that that allowed transactions in UK but still being declined everywhere else. 

Latest they found issue with UAE addresses which they are working to fix however still declines in other countries

I had to disable apple and google pay as not to inconvenience my customers, while continuing the discussion with the technical team

 

Thanks 

Genejack.com 

Elias
Shopify Staff
Shopify Staff
1863 189 307

Hey, @sarahjg50.

 

Thank you for joining the thread! I understand you're also having an error with Apple Pay, which indicates that the address is not valid. Typically, this is an issue with the Apple Pay settings on your phone, as opposed to the payment gateway on your store or your theme's coding. I've found a forum thread from Apple that may be able to help you - Apple pay billing address invalid

 

With that said, if the issue persists with Apple Pay, I'd be happy to take a closer look - Can you share a screenshot of the error? We'll need to see the type of error and the field the error is flagging, feel free to hide any sensitive information appearing on the screenshot. After that, I can check with our Technical team on your behalf. 

 

Looking forward to hearing from you!

Elias | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

TR1KOS
Tourist
8 0 2

As I can see, thousands of people, over 10.000 people have this issue and is still not fixed.

I am talking with Apple, Shopify and Stripe supports for over 1 month now, and nobody can help me.

Apple told me if it works on other website is 100% a Shopify issue. And indeed, I can use Apple Pay everywhere, on absolutely any store, app, or shop or anything. 

The issue is ONLY on store that are made on Shopify and use Fast Checkout with Stripe integration.

STRIPE told me that Shopify made the integration and own 100% of the code and they have no idea about it or how it is created. So is not their fault and they cant do anything to help.

So this leaves me with Shopify. Can you do something to fix it please?

I tried it on different stores, the same adress and the same settings. And on my store, lttstore.com and other Shopify stores, indeed, it doesn't work. On cottonbureau.com and hundreds of other places, it works. I attached 2 photos so you can see.

 IMG_2685.PNG  IMG_2686.PNG

devops-bd
Tourist
3 0 2

Having this problem too. Any luck on fixing it?

Anonul
New Member
1 0 0

Same problem here, works on any other store. I have apple pay with stripe integration.

Subti1
New Member
1 0 0

I have the same issue too! Apple Pay is not working on shopify even if the address is valid and it is working on other websites. 😞

APlomer
New Member
1 0 0

I have just launched my website and tries my apple pay but a message pops up saying 'this website does  cant process the payment' but i have checked and the apple pay box is ticked to allow payments. any help would be great, thank you. 

Ursa
New Member
3 0 0

Hello,

I think it's time for Shopify to assign a  team for solving this because it affects too many people.  I have read all the apple forum topics  regarding this issue and I have made all the suggested changes in Apple Wallet, Apple ID shipping address etc but still cannot purchase using apple pay on any Shopify site.  At this point this is clearly a Shopify - Apple Pay integration problem which has been going on for too long. 

Below you can find the screenshot from my last attempt. 

 

2.jpg3.jpg1.jpg

nepthar2
Tourist
4 0 2

I'd just like to chime in and say this is affecting us too.

 

From what we can tell, request to our Carrier Service that originate from Apple/Google pay customers have the customer name and address1 fields stripped. This makes it impossible for us to gather shipping quotes from our partners.

 

When customers place orders through any other payment method, our Carrier Service gets all of the necessary info.

 

This problem exists on our shop for every single customer that has tried to use Apple or Google pay.

Ursa
New Member
3 0 0

BUMP!

 

Is it possible to Shopify to respond on this matter? 

Elias
Shopify Staff
Shopify Staff
1863 189 307

Hello, @TR1KOS@devops-bd@Anonul, &, @Subti1.

Thanks everyone for joining the thread and I greatly appreciate all the details included! 

First off, I'd like to apologize for my late response, as it's been quite the journey trying to get to the bottom of this issue. I've spoken to our Technical team and passed along all the information from this thread, and they've informed me that this is something they'll need to look at for each store individually.

To help get each of your stores looked at, I've sent an authentication email to each of your registered emails. Please check your inbox/spam folders, review the next steps, and send a reply back to me. Once I've authenticated your accounts, I can have this forwarded over to our Technical team.  

I look forward to hearing from everyone!

Elias | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog