Overview

Frequently asked questions

Apple Pay - Frequently Asked Questions

Using Apple Pay

The first card added to the Wallet app becomes your default card; this one is used automatically without you needing to select it first if you use one-touch payment. If you want to make a payment using one of your other cards, this is easily done:

In-store

  • iPhone - open the Wallet app, present the device to the terminal, select the card and use Touch ID or your passcode to authorise the payment
  • Apple Watch - double click the side button, swipe left or right to select the card and present the watch to the terminal

In-app

You should check out in the usual way, tap the Apple Pay logo, tap 'Cards and Billing', select the card, and authorise the payment using Touch ID or your passcode.


Yes, they can if they know your handset passcode, or have their fingerprint registered. To avoid this, you should change the passcode on the device (and keep it private) and/or remove the specific fingerprint, or you should delete the debit/credit card set up on Apple Pay from any shared devices used by your family.

The refund will be processed by the merchant in the same way as it is for any online purchase. 

Depending on the return and refund policies of the merchant, it may take several days for the refund to appear on your statement.

The merchant will use the DAN (Device Account Number) to process the return, just like they’d use your card number if you’d paid using that. The merchant should follow the same steps as for making a payment:

  1. On the device used to make the original payment, select the correct card for the refund
  2. If you paid using an iPhone - hold your iPhone near the terminal and authorise the return with Touch ID or passcode
  3. If you paid using an Apple Watch - double-click the side button and hold the face of your watch close to the terminal


To see the last 4 digits of your 16-digit DAN relating to your card in your iPhone:

  1. Open the app
  2. Tap the card
  3. Tap 'i'
  4. The Device Account Number (DAN) is displayed.


To see the last 4 digits of your 16-digit DAN for your Apple Watch:

  1. Open the Apple Watch app on your iPhone
  2. Tap 'My Watch'
  3. Tap 'Wallet and Apple Pay'
  4. Tap your card
  5. The Device Account Number (DAN) is displayed.

Depending on the return and refund policies of the store, it may take several days for the return to appear on your statement. This is the same as traditional debit or credit card refunds.


For information on using Apple Pay on Transport for London services (Tube, bus, tram, DLR, London Overground, TfL Rail and most National Rail services in London), please visit the Transport for London site.

Troubleshooting

The code is sent automatically, by a system within Nationwide, which uses customer’s contact details. If you experience difficulty please call the in-app number for support with setting a card up.  

First make sure you have a good Wi-Fi connection. In some circumstances, there may be intermittent network connectivity if your phone has heavy protective casing. Try removing the case and try again. 

If you get stuck while adding your card, you can call us in-app or on our general contact number, 0800 30 20 11. Our staff will help identify the problem and should be able to activate the service for you.

There could be a problem with your account, or it could be a fault with the merchant’s terminal. If you believe the payment should have gone through, please call us and we’ll check your account.

Lost and stolen

You’ll need to contact us (lines are open 24/7) so we can cancel the lost card and arrange for a replacement card to be issued. When a debit card is added to any of your devices for use with Apple Pay, there is no break in service whilst you wait for a replacement card.

For credit cards, you’ll need to add the new card to your device once you receive it, so there'll be a 5 to 7-day break in service.

You should go to your iCloud account or use the Find My Phone app to suspend the digital token or erase the data on the device, which will permanently remove the ability to pay with Apple Pay. 

Alternatively, you can contact us on 0800 30 20 11 and we’ll deactivate the digital token on the device. This will ensure no payments are made using the device. However your Touch ID or passcode are required to authorise any payment, so it is unlikely that unauthorised payments will be made. You then add your card(s) to your new device to resume using the service.

You’ll need to contact us on 0800 30 20 11 to cancel the lost card and arrange for a replacement to be issued. There is no break in service. 

Contact your phone provider regarding the lost device. You should use your iCloud account to suspend the digital token or wipe the data on your lost device.

iPhone is a trademark of Apple Inc., registered in the US and other countries. Apple Pay, Apple Watch and Touch ID are trademarks of Apple Inc.