Troubleshoot wallet payments
Use this article when Apple Pay or Google Pay does not appear in the checkout, disappears after a domain change, or fails during payment.
Wallet buttons depend on more conditions than other payment methods: the payment provider must support the wallet, the domain serving the checkout must be verified for wallet payments, and the customer's device and browser must support the wallet. Work through the checks in order.
Check provider support first
Not every payment provider integration offers every wallet. Before checking domains or devices, confirm that your provider supports the wallet in the payment methods matrix in Payment setup overview. If the provider does not list the wallet, no domain or browser change will make it appear.
Check the wallet domain setup
- In the back office, open Admin > Payment.
- Scroll to the Wallet domain setup section. It lists each shop domain with its Domain, Apple Pay file, Status, and Details.
- Check the Apple Pay file selection for the affected domain. The options are Stripe, PayPal, Lynck, and Custom upload. Stripe, PayPal, and Lynck serve their verification files automatically; Custom upload requires you to upload a domain association file yourself.
- Check the Status column. When the file source is Stripe, the status shows the wallet registration for that domain: Active, Syncing, Failed, Disabled, or Not connected when no Stripe account is connected. Other file sources show Not selected because their registration is not tracked here.
- For a Failed status, read the Details column for the provider's error message before contacting support.
If the Wallet domain setup section is not visible for your account, ask ToucanTix support whether wallet domain management is enabled for your setup.
Upload or replace a custom Apple Pay file
Only needed when the Apple Pay file source is Custom upload:
- In the Wallet domain setup row, select Upload file (or Replace file when a file exists).
- Select the domain association file. It must be a plain text file of 100 KB or smaller.
- Select Save file and confirm the row shows the uploaded filename.
Check device and browser expectations
Wallet buttons only render when the customer's environment supports them:
- Apple Pay requires an Apple device with a card set up in the wallet, and browser support is most reliable in Safari.
- Google Pay requires a supported browser with a payment method saved in the customer's Google account.
Ask the customer which device and browser they used before treating a missing button as a configuration problem.
Expected result
The affected domain shows an Active wallet status (or a correctly served verification file), and customers on supported devices see the wallet button in the checkout.
Troubleshooting
| Problem | What to check |
|---|---|
| Wallet button missing for every customer | Provider wallet support, activated payment methods for the provider, wallet domain status, test vs. live mode. |
| Wallet button missing for one customer | Device type, browser, wallet setup on the device, customer country and currency eligibility. |
| Wallet stopped working after a domain change | Wallet domain setup status for the new domain; re-upload the file for Custom upload sources. |
| Status stays Syncing | Provider connection, then retry later; contact support if it never becomes Active. |
| Status shows Failed | The Details column error, the provider dashboard, and HTTPS availability of the domain. |
| Wallet visible but payment fails | Provider dashboard transaction log, live credentials, and the exact customer-facing error message. |
