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
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    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?

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    Article Summary

    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 CodeCode DescriptionAdditional Detail
    ACCOUNT_TOO_NEW_SINCE_LAUNCHAccount is considered new relative to the Payment App Provider service launch.Apple ID was created 40 days or less prior to launch.
    ACCOUNT_TOO_NEWAccount is considered new relative to provisioning request.Apple ID was created 40 days or less prior to provisioning request
    ACCOUNT_CARD_TOO_NEWAccount/card is considered new relative to provisioning request.Apple ID/Card pair is less than 20 days old.
    ACCOUNT_RECENTLY_CHANGEDChanges have recently been made to account data.Changes have been made to the account settings for the Apple ID in prior 20 days.
    SUSPICIOUS_ACTIVITYSuspicious activity has been linked to this account.Suspicious transactions linked to this account.
    INACTIVE_ACCOUNTInactive account.The account has not had activity in the last year.
    HAS_SUSPENDED_TOKENSDevice contains suspended tokens.Suspended cards in the secure element.
    DEVICE_RECENTLY_LOSTDevice 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_ATTEMPTSExcessive 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_TOKENSExcessive 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_CARDHOLDERSExcessive 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_SCORELow device score.Device score is less than 3.
    LOW_ACCOUNT_SCORELow account score.Account score is less than 4.
    OUTSIDE_HOME_TERRITORYNon-domestic tokenization attempt.Device provisioning location outside of Apple ID home country.
    UNABLE_TO_ASSESSNon-domestic tokenization attempt.Model rules not available at this time (in cases where back end systems time out).
    HIGH_RISKHigh fraud risk identified. Enhanced verification recommended.Apple algorithm identified high fraud risk. Apple recommendation to DECLINE.
    LOW_PHONE_NUMBER_SCORELow phone number scorePhone number score is less than 3.

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