Hello, @BSJWEE - Welcome to the Seller Community!
We genuinely empathize with the challenges you've faced regarding the customer's experience with Apple Pay. It's disheartening to hear about any inconvenience caused. Could you please share whether the customer was physically present at your store or attempting an online payment?
Regrettably, from our end, we lack the capability to diagnose the specific reasons behind the card not going through or troubleshoot the customer's phone. Our suggestion, in this case, would be to consider an alternative payment method and, if applicable, encourage the customer to try tapping/inserting the card if it is physically present.
If the card wasn't physically present, and the issue occurred online, we recommend taking a closer look at our article on how to "Accept Payments with Apple Pay and Google Pay on Square Online." Here, you'll find valuable troubleshooting steps tailored for Apple Pay on your website.
We sincerely hope that the issue has been resolved since then. Should you have any further questions or require more specific assistance, please don't hesitate to reach out. We're here to support you every step of the way.
Sayra
Community Moderator, Square // Moderadora de la Comunidad, Square
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