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Apple Pay Frequently Asked Questions

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Apple Pay Frequently Asked Questions

What is a Digital Wallet?

Also known as an e-wallet, or mobile wallet digital wallets can be used in conjunction with mobile payment systems that allow cardholders to pay for purchases with their smart phone in store (via NFC technology) and online.

The wallet can also store loyalty card information, digital coupons & credentials and in the future it’s likely they will be able to store all types of digitised information like drivers’ licences and passports, travel cards and building access passes.

What is Apple Pay?

Apple Pay is a digital wallet application created by Apple for customers to pay for goods and services using a compatible Apple device.

What do I need to use Apple Pay? 

To use your Apple compatible device to pay in stores, you need an NFC and HCE enabled Apple iPhone running iOS 8.1 or above, and the Wallet app. The ‘Wallet’ app is a standard app for with the latest iOS version.

Do I need to upgrade iOS operating system to use Apple Pay?

As long as you have an iPhone SE, iPhone 6, iPhone 6 Plus or other compatible Apple device running the latest version of iOS that is NFC and HCE enabled you do not need to upgrade.

How do I know what version of iOS I am operating?

You can usually see this by going to Settings > About > Version. Alternatively, you can visit your local Apple Store.

When does Apple Pay launch in Australia?

Apple pay was launched in 2015 with ANZ and AMEX. Other Financial Institutions will continue to introduce Apple Pay to their customers.  

Cuscal will be enabling our Clients to introduce Apple Pay to their customers from the 15th of November 2016.

Where can I use Apple Pay?

You can pay with your compatible Apple devices at any participating store that has a Point of Sale terminal which accepts contactless (NFC) payments across Australia.


Getting Started

How do I set up Apple Pay?

1. Open the ‘Wallet’ app and tap Add Credit or Debit Card.

2. Follow the steps to add a new card.

3. If you are asked to add the card that you use with iTunes, just enter its security code.

4. Select ‘Next’, your card issuer will verify your information and confirm if you can add your card to Apple Pay. If your card issuer needs more information to verify your card, they'll prompt you for the required information. 5. When you have the information, go back to Settings > Wallet & Apple Pay and tap your card. 

6. After your issuer verifies your card, tap “Next”. Then start using Apple Pay.

Can I use Apple Pay on an Android Device?

No. Apple Pay will only work on compatible iOS devices.

How do I use Apple Pay?

To pay with Apple Pay: 

Press the home button twice and the wallet will appear with the default card. No need to open the app. OR Initiating/waking up the wallet by holding the device close to the terminal, then you’ll only have to confirm via finger on Home screen/button. 

Hold the back of your device near the contactless payment terminal and place a registered finger on the home button. 

Your Apple device will beep or vibrate and a tick will appear on the screen to confirm transaction. 

A notification will be pushed to your Apple device to advise you of the transaction. 

What should I do if I'm having difficulty adding a card?

Your card issuing bank is standing by to help. You can call the issuing bank’s helpdesk phone number on the back of your card, if you are having difficulty adding an eligible card on to Apple Pay.

Which cards can I register with Apple Pay?

At present, eligible Visa Debit or Credit Cards holders from participating issuing financial institutions are able to register their cards with Apple Pay. There are plans to launch MasterCard and eftpos cards with Apple Pay next year.

How do you add a card to an iPhone?

Here's what you need:

- Your iPhone SE, iPhone 6, iPhone 6 Plus, and later* 

- Compatible version of iOS

- A supported bank card 

Add your card:

1. Go to Wallet and tap Add Credit or Debit Card. 

2. Follow the steps to add a new card. “If you are adding a card that is listed in your iTunes account as a payment method, you may only need to enter the security code.” 

3.Tap Next. Your bank will verify your information and decide if you can add your card to Apple Pay. If your bank needs more information to verify your card, they'll ask you for it. When you have the information, go back to Settings > Wallet & Apple Pay and tap your card. 

4. After your bank verifies your card, tap Next. Then start using Apple Pay. 

You can also add rewards cards to Apple Pay. Get help adding your card to Apple Pay.



My card has been compromised? Or has been reported lost or stolen? What are my options?

You can call your card issuing bank to block or cancel the card, and that would automatically suspend or delete the card within your Apple Wallet. 

You can also log onto iCloud and use the “Find My iPhone” feature to remove cards registered to Apple Pay or lock the device. 

Is Apple Pay secure?

Apple takes security very seriously. For full information on different security measures, please visit 

The link will provide details around:

- Payment Information 

- Adding Credit or Debit Cards

- Using Apple Pay in Stores

- Using Apple Pay within Apps

- Adding and using reward cards with Apple Pay

- Losing your device

- Maintaining your privacy 



I never received my OTP

Check that the phone number/email address we have on file for the cardholder are correct. NOTE: Any changes made to the database will take 24 hours to reach Cuscal’s systems, so the cardholder won’t be able to immediately request another password. 

Verify Customer Identity using ID&V process and activate via portal if authenticated. 

I got my OTP wrong a few times and now it won't work

This is an intended security feature. If the OTP is entered few times incorrectly, the cardholder will no longer be able to use OTP for authentication for 24 hours. 

Verify Customer Identity using ID&V process and activate via portal if authenticated.