An end-customer is unable to add a card to their Apple/Google Wallet, what is the reasoning behind this and how can this be resolved?

31 Jan 2024

An end-customer is unable to add a card to their Apple/Google Wallet, what is the reasoning behind this and how can this be resolved?

Updated on 31 Jan 2024

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Mastercard, Apple, and/or Google can decline a customer’s ability to add their debit or credit card to their digital wallet. This occurs when the entities believe the fraud risk of the individual is higher than their threshold.

Apple / Google Pay
For Secure Element Tokens, the device, account, and phone number scores provide a summary of transaction and experience information for the specific device and Apple/Google account that are requesting provisioning.

Apple/Google calculate these scores based on behavior across their lines of business and programs. They consider various factors in coming up with the score, including historic and recent transactions, anomalous behavior, and links to known bad actors or activity. The trust scoring modes are managed by their fraud team and adapted based on the latest fraud knowledge and trends.

The device and account scores are presented as integers ranging from 1-5. The Device Score with a value of 1 should be declined.

Below are the possible reasons that a customer is unable to add their card to a digital wallet:

Reason Code	Code Description	Additional Detail
ACCOUNT_TOO_NEW_SINCE_LAUNCH	Account is considered new relative to the Payment App Provider service launch.	Apple ID was created 40 days or less prior to launch.
ACCOUNT_TOO_NEW	Account is considered new relative to provisioning request.	Apple ID was created 40 days or less prior to provisioning request
ACCOUNT_CARD_TOO_NEW	Account/card is considered new relative to provisioning request.	Apple ID/Card pair is less than 20 days old.
ACCOUNT_RECENTLY_CHANGED	Changes have recently been made to account data.	Changes have been made to the account settings for the Apple ID in prior 20 days.
SUSPICIOUS_ACTIVITY	Suspicious activity has been linked to this account.	Suspicious transactions linked to this account.
INACTIVE_ACCOUNT	Inactive account.	The account has not had activity in the last year.
HAS_SUSPENDED_TOKENS	Device contains suspended tokens.	Suspended cards in the secure element.
DEVICE_RECENTLY_LOST	Device has recently been reported lost.	The phone was put in lost mode in the last 7 days for longer than the duration threshold (1 hour).
TOO_MANY_RECENT_ATTEMPTS	Excessive recent tokenization attempts to this device.	The number of provisioning attempts for this card on this device in 72 hours exceeds the threshold (3 attempts).
TOO_MANY_RECENT_TOKENS	Excessive recent tokenization to this device.	There have been more than the threshold number of different cards attempted at provisioning to this phone in 24 hours (5 different cards).
TOO_MANY_DIFFERENT_CARDHOLDERS	Excessive non-matching Cardholder names within the device.	The card provisioning request contains a distinct name in excess of the permitted threshold (2 distinct names).
LOW_DEVICE_SCORE	Low device score.	Device score is less than 3.
LOW_ACCOUNT_SCORE	Low account score.	Account score is less than 4.
OUTSIDE_HOME_TERRITORY	Non-domestic tokenization attempt.	Device provisioning location outside of Apple ID home country.
UNABLE_TO_ASSESS	Non-domestic tokenization attempt.	Model rules not available at this time (in cases where back end systems time out).
HIGH_RISK	High fraud risk identified. Enhanced verification recommended.	Apple algorithm identified high fraud risk. Apple recommendation to DECLINE.
LOW_PHONE_NUMBER_SCORE	Low phone number score	Phone number score is less than 3.

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