Apple pay not working (Payment not completed)

Technical Q&A
1

Hello

I have applePay enabled on my site, but it does not work. When I try, it says “Payment Not Completed”. I have tried with several phones, and all the same result. I have no idea how to debug this. I have tried disabling/enabling applePay within the payments section, but the result is the same.

Anyone any ideas how to proceed?

Thanks

2

Hello @martinpaulnorth !

I understand that this is frustrating. At which point are you getting that error, and do you happen to have a screenshot of it?

One thing you could check to try and determine why the error occurs is the Abandoned carts section in Orders in your Shopify admin. When a payment fails, the order usually ends up in that section, where you can click into it and scroll down to the Timeline section. Here, you will find any error messages or reasons as to why a payment failed. Have you looked into it already?

Lastly, what is the payment gateway that you connected ApplePay through? If you have a credit card in your apple wallet that is not accepted by that payment provider, it is possible to run into this issue as well - so please make sure to check this also!

3

Hello @Lana_2 and thanks for the advice. I “think” I may have solved it!!

I realised I had “Shipping address phone number = Required” configured. I reasoned that perhaps that was erroring ApplePay, in so far as ApplePay was not capturing or providing a phone number back into the order capture process. I have set this now to optional, and Apple Pay has started working.

Note, that I had to disable Apple Pay (then Save). Then set the Shipping Phone number to optional (Then save). Then re-enable Apple Pay. Now it is working. (simply setting the phone number to optional was not sufficient, I’m guessing Apple only pulls the settings across when it activates)

I do not know whether this is pure luck, or whether having a required shipping phone number was genuinely the thing that was causing the issue. I will do some more testing in due course…

BTW, the reason I had “phone number = required” is that it is a requirement for Klarna. Does that mean ApplePay and Klarna can not co-exist I wonder?!?