Unable to add back my card on Apple wallet

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Level 1

16 points

Unable to add back my card on Apple wallet

Hi everyone,

I recently bought a new phone but have since returned it and am now desperately trying to add my card back to Apple Wallet on my old device. Unfortunately, I keep receiving an error message prompting me to contact my card issuer.

I’ve tried everything, removing and re-adding the card, signing in and out of iCloud, and even resetting settings erasing data and etc.. The card no longer appears on any of my devices or in my Apple account and I still can’t add it back.

I contacted my card issuer and they confirmed that there are no issues on their end. They believe the problem lies with Apple, potentially due to an issue with the Terms and Conditions on Apple’s side. They mentioned that they can see a cross appears when Im trying to accept the terms, even though I’ve consistently selected “Agree.”

I’m now stuck and unsure how to proceed. Apple Support has been very difficult to reach and it’s unclear where to call or how to get in touch for direct help.

Has anyone experienced something similar or know who I can contact at Apple to get this resolved?

Thanks in advance for any advice!

iPhone 13 Pro Max, iOS 26

Posted on Oct 8, 2025 3:17 AM

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Answer 1

Top-ranking reply

DM_123 Author

Level 1

16 points

Oct 9, 2025 3:36 AM in response to Jeff Donald

Hi all, I just wanted to share that my issue has now been resolved.

I contacted Apple Support today and spoke with an advisor named Garcia, who was very knowledgeable.

After reviewing the situation, he confirmed the same as Jeff that the issue it’s not with Apple, especially considering that I had multiple cards added to my Apple Wallet and only specific card was causing problems.

We went through a few settings resets but he suggested that if the problem wasn't with the bank or with Apple, it might be with the card network in this case was Mastercard.

I’ve contacted my bank and requested to speak with their Mastercard department. They confirmed what Garcia (and Jeff below) had suspected, that all the recent attempts to switch phones and re-add the card were flagged as potential fraud.

They made some adjustments on their end regarding the security checks and after that, I was finally able to add the card back to my wallet.

What surprised me is that after speaking with five different departments at the bank over the last few days, no one had considered that the issue might lie with Mastercard, even though I clearly mentioned that other cards worked fine in the wallet.

Anyway, I'm posting this for future reference in case anyone else in the community runs into the same issue.

Huge thanks to Apple Support and to Jeff for the helpful guidance it’s much appreciated!

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Answer 2

Jeff Donald

Level 8

42,708 points

Oct 8, 2025 11:00 AM in response to DM_123

Here is the link to contact Apple Support.

Contact Apple Support - Apple Support

If you scroll to the bottom you should have an option to call Apple Support.

My best guess is removing, adding, removing the card and repeated attempts to add the card has triggered some anti-fraud algorithm that your bank or the PNO (Visa, MasterCard, American Express etc.) uses to verify your device and identity. Apple does not really participate in the verification process. Information on your iPhone is encrypted and sent to the PNO and bank from your iPhone. Apple is not aware of the content and what it contains. But information about your iPhone usage patterns, Apple Account usage and Apple Services usage on your iPhone may be used in verifying your device and identity.

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Answer 3

Oct 9, 2025 10:50 AM in response to DM_123

DM_123 THANK YOU SO MUCH. It finally worked after trying for a week. I did have to add my card via the Citi mobile app, but I started by scanning it into the Apple Wallet. In the verification process it directed me to use the Citi mobile app. After selecting "more" the screen opens with four bubbles, one is "digital wallets." Follow instructions from there and VOILA!

Thanks again for your persistence and for posting that the issue was with Mastercard.

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Answer 4

Oct 8, 2025 1:29 PM in response to DM_123

same issue (not new phone, but updated Citi card). Called Citi several times and their Apple Wallet specialist told me it's an issue with the new iPhone IOS update. I've been trying for a few weeks. There doesn't seem to be a workaround.

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