Apple Pay button does not show for customer, but works for me

HareScrunchie
Tourist
5 0 1

Hello,

I had a customer reach out, the apple pay button does not show up for them at checkout, but when I try on my ipad pro it works and I can see it.

They were using:
iphone SE (2016)
IOS 15.3.1
tried in chrome and safari

They provided a screenshot and only the options for credit card and paypal are listed.

Not sure if the problem is on my end or the customers. Any help would be appreciated, thank you!

Replies 4 (4)

KetanKumar
Shopify Partner
36843 3636 11978

@HareScrunchie 

Sorry you are facing this issue, it would be my pleasure to help you.

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Thanks for your good question.

Please share your site URL,
I will check out the issue and provide you a solution here.

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HareScrunchie
Tourist
5 0 1

Hello, yes my store url is https://harescrunchie.com/ 
Thank you!

Shay
Shopify Staff
2828 442 576

Hi @HareScrunchie 

 

It is definitely a possibility that their Iphone model is no longer supported. While they appear to be using a recent OS for their phone, the model is unclear and could be just recently aged out. You can find the official model #s that you can share with your customer here: Enabling Apple Pay. 

Shay | Social Care @ Shopify 
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HareScrunchie
Tourist
5 0 1
Hi Shay,

Yes, I said they have an iPhone SE and from the list you linked it says
iPhone SE, 6, 6 Plus, or newer should be compatible, but they don't see the
apple pay button at checkout.

The model of their iPhone SE is MLM62VC/A, if that helps.

So not sure if it's their end or mine, or what to do about it. Your help is
appreciated!