Apple Pay does not work

Resolved alitschi
(@alitschi)

9 months, 2 weeks ago

We get today several complaints that Apple Pay does not function at our webshop. As this function is correctly activated in our shop for several months and no changes were made to the set-up, the issue must have its origin from the recent WooPayment update. Please investigate.

The page I need help with: [log in to see the link]

Viewing 11 replies - 1 through 11 (of 11 total)

Plugin Support Frank Remmy (woo-hc)
(@frankremmy)

9 months, 2 weeks ago
Hi @alitschi,

I hope you’re having a wonderful weekend, and I completely understand how concerning it must be to receive multiple customer complaints about Apple Pay, especially when it’s been working smoothly for months.

I did a quick check on your site and can confirm that Apple Pay appears to be enabled. I was able to scan the code, but couldn’t proceed further without initiating a live transaction. To better understand what’s going wrong, could you clarify what your customers are experiencing? Are they seeing an error message during checkout, or is the Apple Pay button not responding at all?

To help pinpoint the issue, here are a few steps you can take:
- Switch to test mode and try placing a test Apple Pay transaction. This documentation walks you through it: https://woocommerce.com/document/woopayments/testing-and-troubleshooting/testing/#express-checkouts
- Enable Log Error Messages under Payments → Settings → Advanced settings
- After attempting a test transaction, check for any Apple Pay-related entries under WooCommerce → Status → Logs
These logs can reveal whether the issue is with the payment request, the response from Apple Pay, or something else entirely.

Once you’ve gathered that info, feel free to share what you find. Looking forward to your response.
Thread Starter alitschi
(@alitschi)

9 months, 2 weeks ago

Hi Frank,

Thank you for reply. We did some thorough testing and realised that after we de-activated the function “Apple Pay und Google Pay” and re-activated it again, then only “Google Pay” is shown as an option. This confirms that customers must have had an issue with this payment option …. it simply did not work at all ! As we have to safeguard our customers from a bad payment experience, we will deactivate the option “Apple Pay and Google Pay” completely, until you found the cause for this problem.

We run also a clone of our shop site and we replicated the issue there as well.

When you tested at our live website, it was before this simple step “de-activate” and “re-activate”. Now we cannot reinstate “ApplePay” anymore. We also tested the matter on other browsers through our clone setup and had same results. There seems to be a real issue with this payment option at WooPayment. What next? We could give you access to our testing environment.

Plugin Support Frank Remmy (woo-hc)
(@frankremmy)

9 months, 2 weeks ago

Hi @alitschi,

Thanks again for the detailed update and for replicating the issue across your environments. You’re absolutely right to prioritize a smooth customer experience, and we appreciate your thorough testing.

To help narrow down the root cause, could you please try the troubleshooting steps outlined in this guide on Apple Pay visibility? It covers several scenarios that might prevent the button from appearing, including device eligibility, HTTPS requirements, and WooCommerce settings.

Also, please confirm whether your site meets the Apple Pay eligibility requirements, especially regarding domain verification and supported devices.

While I didn’t spot any caching plugins on your site, do you happen to use any server-side caching or CDN services that might interfere with the reactivation process?

Lastly, when you checked the logs under WooCommerce → Status → Logs, did you notice any Apple Pay-related errors after reactivating the payment method?

To assist further, could you please share your System Status Report from WooCommerce → Status → Get system report? That will help us better understand your environment and spot any potential conflicts.

Looking forward to your reply!
Thread Starter alitschi
(@alitschi)

9 months, 2 weeks ago
Hi @frankremmy

I gladly provide the required feedback.

Guide on Apple Pay visibility: although we activate the function “Apple Pay and Google Pay”, it will only show the “Google Pay” functionality at the frontend for the customers.

As mentioned in that guide, we ensured one of the following combinations of settings are configured in WooCommerce > Settings > Accounts & Privacy:
Enable guest checkout is enabled, or… Both of the following are enabled:
– Allow customers to create an account > During checkout
– Send password setup link

We run the WP rocket chaching plugin, but no server-side caching or CDN services. WP rocket is installed for many months at our end and never interfered with Apple Pay.

Logs under WooCommerce -> Status -> Logs: we could not find any Apple Pay-related errors after reactivating the payment method. As Apple Pay does not even show-up at the frontend system, we have to assume that is not active at all.

Please find below the system report:

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Site address (URL): https://petalane.ch
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Kasse: #8 – /checkout/ – Enthält den woocommerce/checkout-Block
Mein Konto: #9 – /mein-benutzerkonto/ – Enthält den [woocommerce_my_account]-Shortcode
Allgemeine Geschäftsbedingungen: #72 – /agb/ Theme

Name: Goya Child Theme
Version: 1.0.8.21
Author URL:
Child Theme: ✔
Parent Theme Name: Goya
Parent Theme Version: 1.0.9
Parent Theme Author URL: https://themeforest.net/user/everthemess
Theme type: Classic-Theme
WooCommerce Support: ✔ Templates

Overrides: goya/woocommerce/archive-product.php
goya/woocommerce/cart/cart-empty.php
goya/woocommerce/cart/cart-shipping.php
goya/woocommerce/cart/cart.php Version 10.0.0 ist veraltet. Die Hauptversion ist 10.1.0
goya/woocommerce/cart/mini-cart.php
goya/woocommerce/checkout/form-checkout.php
goya/woocommerce/checkout/form-coupon.php
goya/woocommerce/checkout/form-login.php
goya/woocommerce/content-product.php
goya/woocommerce/content-single-product.php
goya/woocommerce/global/form-login.php
goya/woocommerce/global/quantity-input.php Version 9.4.0 ist veraltet. Die Hauptversion ist 10.1.0
goya/woocommerce/global/wrapper-end.php
goya/woocommerce/global/wrapper-start.php
goya/woocommerce/loop/add-to-cart.php
goya/woocommerce/loop/header.php
goya/woocommerce/loop/loop-start.php
goya/woocommerce/loop/pagination.php
goya/woocommerce/myaccount/form-login.php
goya/woocommerce/myaccount/navigation.php
goya/woocommerce/order/tracking.php Version 2.2.0 ist veraltet. Die Hauptversion ist 10.1.0
goya/woocommerce/product-searchform.php
goya/woocommerce/single-product/photoswipe.php
goya/woocommerce/single-product/related.php
goya/woocommerce/single-product/tabs/tabs.php
goya/woocommerce/single-product/up-sells.php
goya/woocommerce/content-product_cat.php

Outdated Templates: ❌
```
                    Erfahre
```
wie du aktualisieren kannst |
```
                    Cache mit Systemstatus-Theme-Informationen leeren
```
WooPayments

Version: 9.8.0
Connected to WPCOM: Ja
WPCOM Blog ID: 237568453
Account ID: (deleted by us for safetey reasons… available upon request)
Payment Gateway: Aktiviert
Test Mode: Deaktiviert
Enabled APMs: card
WooPay: Nicht berechtigt
Apple Pay / Google Pay: Deaktiviert
Fraud Protection Level: basic
Multi-currency: Deaktiviert
Auth and Capture: Deaktiviert
Documents: Aktiviert
Logging: Aktiviert MailPoet

Sending Method: SMTP
Send all site’s emails with: Aktuelle Versandmethode
Task Scheduler method: Action Scheduler
Cron ping URL: https://petalane.ch?mailpoet_router&endpoint=cron_daemon&action=ping Admin

Enabled Features: activity-panels
analytics
product-block-editor
coupons
core-profiler
customize-store
customer-effort-score-tracks
import-products-task
experimental-fashion-sample-products
shipping-smart-defaults
shipping-setting-tour
homescreen
marketing
mobile-app-banner
onboarding
onboarding-tasks
pattern-toolkit-full-composability
product-custom-fields
remote-inbox-notifications
remote-free-extensions
payment-gateway-suggestions
printful
shipping-label-banner
subscriptions
store-alerts
transient-notices
woo-mobile-welcome
wc-pay-promotion
wc-pay-welcome-page
launch-your-store
add-to-cart-with-options-stepper-layout

Disabled Features: product-data-views
experimental-blocks
experimental-iapi-mini-cart
experimental-iapi-runtime
coming-soon-newsletter-template
minified-js
product-pre-publish-modal
settings
async-product-editor-category-field
product-editor-template-system
use-wp-horizon
experimental-wc-rest-api

Daily Cron: ✔ Next scheduled: 2025-08-17 09:49:08 +02:00
Options: ✔
Notes: 51
Onboarding: completed Action Scheduler

Abgebrochen: 92
Oldest: 2025-07-18 10:29:30 +0200
Newest: 2025-08-16 15:20:42 +0200

Abgeschlossen: 18.387
Oldest: 2025-07-16 17:24:33 +0200
Newest: 2025-08-16 17:22:41 +0200

Fehlgeschlagen: 1
Oldest: 2025-06-11 11:57:44 +0200
Newest: 2025-06-11 11:57:44 +0200

Ausstehend: 14
Oldest: 2025-08-16 17:24:41 +0200
Newest: 2025-09-01 10:33:20 +0200 Status report information

Generated at: 2025-08-16 17:23:35 +02:00
`
Moses M. (woo-hc)
(@mosesmedh)

9 months, 2 weeks ago
Hi @alitschi,

Thank you for getting back to us and for sharing the report. I completely understand your concern about protecting your customers from issues with a payment gateway. However, with the payment method disabled, we aren’t able to run tests on our side, which makes it harder to identify what’s happening.

To move forward, please set up a copy of your live site in a staging environment—this could be on a subdomain, in a directory, or using a staging feature provided by your host.

On the staging site:
- Deactivate all plugins except WooCommerce and WooPayments.
- Switch WooPayments to Test Mode: https://woocommerce.com/document/woopayments/testing-and-troubleshooting/testing/
- Change your theme to Storefront.
After that, please share both the staging site link and the system status report from the staging environment. For the report, kindly use Pastebin, as posting reports directly in the forum may lead to your reply being removed by moderators.

Lastly, could you also clarify the type of products you sell—are they digital products, physical items, or both?
Thread Starter alitschi
(@alitschi)

9 months, 2 weeks ago

Hi @mosesmedh

Thanks for guidance. We adjusted the Site on our staging site as mentioned by you. As we were also running WPML (and by deactivating it), the site provides some errors on shop goods (i.e. most of it are lagging now quantities) and you would have to search for example “nipple pads” as there is only a color type and enough quantities in the system.

Stage link: https://v3bhfh3lw4p.c.updraftclone.com/

You find also the status report at Pastebin (Status_woocommerce / 8B4nGRfGuJ). We enabled now ApplePay / Google Pay in the test mode.

Lastly, we are only selling physical items. Please let me know, if we should do something more.

Moses M. (woo-hc)
(@mosesmedh)

9 months, 2 weeks ago

Hi @alitschi,

Thank you for getting back. I tested the checkout page across five browsers—three on my MacBook and two on my iPhone.

Just to clarify: the Apple Pay button will only appear on Apple devices. For example, it won’t display on Chrome or Firefox on Windows or on Android phones. It should, however, appear on Safari and Chrome when using Apple devices. On my side, it shows up on Safari and Chrome (both Mac and iPhone) but not on Firefox. I’ve attached screenshots below for reference.

Could you also share the link to your live site so I can test it directly there as well?

Thread Starter alitschi
(@alitschi)

9 months, 2 weeks ago

Hi @mosesmedh

Thank you for your testing and feedback. Yes, we are fully aware that Apple Pay only appears when using a Safari browser. Our customers had the Apple Pay Button appeared, but it did not work.

We enabled this function a few minutes ago again, in order for you to see it on our live system at https://petalane.ch

Hope it helps for you to see the details.

Plugin Support LovingBro (woo-hc)
(@lovingbro)

9 months, 2 weeks ago

Hi @alitschi, thanks for re-enabling Apple Pay on the live site so I could test further. On my side, Apple Pay seems to work correctly. I was able to scan with my iPhone and proceed through the Apple Pay flow using these recordings, https://cln.sh/CyQYjtX4nKPdbf5qD10M and https://cln.sh/2fZGvqBxNHzbWtbjXjn5

Could you share what specific error your customers are seeing on their devices. For example, does the Apple Pay sheet open and then fail, does it never open at all, or do they get a message on the page. Have you or your team been able to replicate the same error on your own Apple devices. If so, please let me know the device model, iOS version, and ideally a short screen recording, so we can compare conditions and better understand why this is happening.

Thread Starter alitschi
(@alitschi)

9 months ago

After update to WC 10.1.2 suddenly the Apple Pay works again for customers. What were the changes in that plugin update? However, finally Apple Pay does no longer create errors when used by customers. Thanks for the support.

Moses M. (woo-hc)
(@mosesmedh)

9 months ago

Hi @alitschi,

I’m glad everything is now working for you after updating to version 10.1.2. While I wasn’t able to replicate the earlier issue on your site, it’s possible the problem was caused by a corrupted or incomplete WooCommerce installation, which may have affected WooPayments functionality or other expected features.

Here’s the release note for the version you’re on: https://developer.woocommerce.com/2025/08/27/woocommerce-10-1-2-dot-release/. Although a few issues were resolved in this update, none seem directly related to the specific problem you encountered.

Either way, I’m happy the update resolved it. In the meantime, if you’ve found the support in this forum helpful, we’d really appreciate it if you could leave a review here: https://ww.wp.xz.cn/support/plugin/woocommerce/reviews/#new-post