• Apple Pay help

    Your questions answered

    Don't know your Passcode from your Wallet or how much you can spend using Apple Pay? Check out our frequently asked questions for a helping hand. (Plus we've also included some handy tips and tricks).

  • Apple Pay terminology

  • Apple pay lets you make quick and easy contactless and in-app payments using supported Apple devices, with your TSB accounts.

    Wallet - formerly Passbook - is the app where all the credit and debit cards you use with Apple Pay are stored. See step 4 of our setting up Apple Pay guide to find out how to add credit and debit cards to your wallet and to make your TSB card your default when paying.

    Touch ID is a technology built into later iPhones and iPads which allows you to unlock your device with a registered fingerprint. You'll need to have this set up if you want to use Apple Pay and here's how:

    • Tap 'settings' > 'Touch ID & Passcode', then enter your passcode - you can set one up here if you haven't already
    • Tap 'Add a Fingerprint' and then place your finger on the Home Button, without pressing it
    • Follow the on-screen instructions


    Setting a Passcode on your device means you're prompted to enter a password each time you pick it up and use it, helping to keep your data secure.

    • To set a Passcode on your device:
      Go to Settings > Touch ID & Passcode.

    • On devices without Touch ID:
      Go to Settings > Passcode.

    When you register a card to Apple Pay your card number is replaced with a Device Account Number. The Device Account Number is unique to your device and to each credit or debit card you've added.

    Apple Pay uses your Device Account Number to make secure purchases in stores and in apps. You can view the last 4 digits of this number in your Wallet app by selecting a card and then tapping 'i'.

  • Setting up Apple Pay

  • Making payments in shops
    iPhone: iPhone 6s, iPhone 6s Plus, iPhone 6, iPhone 6 Plus
    Apple Watch: paired with iPhone 6s, iPhone 6s Plus, iPhone 6, iPhone 6 Plus, iPhone 5, iPhone 5c, or iPhone 5s

    Making payments in apps
    iPhone: iPhone 6s, iPhone 6s Plus, iPhone 6, iPhone 6 Plus
    iPad: iPad Pro, iPad Air 2, iPad mini 4, iPad mini 3

    For an up-to-date list of supported devices please visit Apple Pay's website .

    There are a few steps you need to take to get set up but first things first, you'll need:

    • a compatible Apple device - you can see a full list of supported devices on the Apple website
    • an eligible TSB account/card - see the list here

    See our setting up Apple Pay guide for full details and instructions. Or alternatively, the Apple website has a support section if you're having problems getting set up.

    No, you don't need a contactless card to register for Apple Pay. As long as you have an eligible account and an eligible credit or debit card you can register for Apple Pay.

    Please note: if you have a brand new or replacement credit card, you'll need to activate the card for Apple Pay to work. This is a security feature to make sure that no-one else has got hold of your card.

    You can register up to 9 devices on your TSB card.

    You can load up to 8 cards on each device.

    Apple pay works with the majority of TSB current accounts and credit cards. Here's a list of the cards and accounts that are and aren't available:

    Debit cards
    Available with Apple Pay
    Classic, Classic Enhance and Classic Plus accounts
    Select, Silver, Gold, Platinum and Premier accounts 
    Islamic accounts 
    Student accounts 
    Graduate accounts 
    Under 19's accounts (if aged 13 and over only) 
    Not available with Apple Pay  
    Cash Account 
    Cash cards 
    Business Bank accounts 
    Under 19 accounts where the customer is below 13 years of age 


    Credit cards
    Available with Apple Pay
    Any American Express & MasterCard credit cards (including Avios & Premier Avios) 
    Not available with Apple Pay 
    Visa credit cards (including Business) 
    Additional card holders 


    Please note: if you have a brand new or replacement credit card, you'll need to activate the card for Apple Pay to work. This is a security feature to make sure that no-one else has got hold of your card.

    No, TSB business banking cards are not supported.

    13-15 year old customers may not be presented with a One Time Password (OTP) to complete Apple Pay registration. This could happen for a variety of reasons, but the most probably reason is because we don't hold an up to date mobile number for them.

    Alternatively, they'll need to go into a branch to be verified, and then transferred to the telephone banking Apple Pay line. To do this, the child must have their parent with them as it's part of the Terms and Conditions of their account that all new services applied for must have a parent present.

    Please note: 13-15 year olds do not have the option to complete registration through our Telephony Channel as it is only available to customers who are 16 years and over.

    Yes. When you're entering the CVV number, use the 4-digit number on the front of the card rather than any numbers on the signature strip.

    Apple Pay terms and conditions are in addition to your credit or debit card terms and conditions. If there's any conflict between these and the terms and conditions of your account/s, always refer to your credit or debit card terms and conditions.

    You can also see our data privacy policy .

  • Using and managing Apple Pay

  • You can use Apple Pay to make contactless payments wherever you see one of these symbols:

    Apply Pay logo

    Check out Apple's website for a list of stores and apps accepting Apple Pay, or open the Maps app to see retailers in your local area.

    The first card you add to your Wallet app is automatically set as the default for all Apple Pay transactions.

    If you wish to make your TSB account your default card, you can do so by going to Settings > Wallet & Apple Pay > Transaction Defaults > Default Card.

    In stores

    1. Look for participating stores displaying the contactless or Apple Pay symbol
    2. Check the transaction amount on the terminal or with the cashier - this won't show up on your device
    3. If you're happy, just hold your device close to the shop's contactless reader
    4. Put your finger on the Home button to activate Touch ID on your iPhone or double-click the side button on your Apple Watch
    5. And with a subtle vibration and a beep, your transaction's complete

    In apps

    Whenever you want to make an app or in-app purchase, just select Apple Pay as your payment method and place your finger on Touch ID. Done.

    In stores
    You can make contactless payments up to £30 per transaction in all stores offering the service, and there are some, like Apple, that'll allow you to make higher value payments.

    In apps
    There's no upper limit.

    Yes, you can use Apple Pay for journeys on TfL and National Rail services in London.

    You can see your recent journey transactions in the Wallet app on your iPhone. If you have a query about a charge from TfL for a journey made using Apple Pay, please contact their customer services team.

    If you have a TSB Plus account you can earn 5% on your first £100 of combined contactless in-store and in-app Apple Pay spend each month, until 31 December 2016 (subject to eligibility).

    You'll have to be registered for TSB Internet Banking and we'll pay you your cashback, monthly, the month after you've earned it until January 2017. Terms and conditions apply .

    If you have a TSB American Express or MasterCard credit card you can earn 5% cashback on your first £100 of in-store and in-app Apple Pay spend each month, until 31 December 2016 ( terms and conditions apply ).

    We'll credit the cashback to your account the month after you've earned it until January 2017.

    You'll be able to see the last transaction you made on your card when you view it in the Wallet app.

    You can also see the last 10 Apple Pay transactions made on your card by tapping 'i'.

    Yes, you'll be able to make contactless payments in stores that accept Apple Pay wherever you are in the world. Remember that transaction limits may vary depending on the country - for example, most UK retailers are set at £30.

    Standard overseas charges from your credit or debit card provider will apply if you use Apple Pay to make transactions abroad.

    This'll depend on the retailer. Some might be able to refund you via your device and others might need to credit it to your physical debit or credit card.

    If you're able to get a refund to your device just follow these steps:

    Open your Wallet app and select the card you want the refund to go back onto.

    • iPhone : hold it near the reader and authorise the return with Touch ID or your passcode
    • Apple Watch : double-click the side button and hold the face of your Apple Watch close to the contactless reader

    You'll be able to see the refund within the list of recent transactions in your Wallet app. But please note that it can take up to 7 working days for the money to reach your account.

    If the retailer can't refund to your device, you can check the last 4 digits of the card you paid from via the Device Account Number within the Wallet app. Because the refund was processed straight to the card, you won't see this transaction in your Wallet app.

    You'll automatically receive notifications about your TSB account on iPhone and iPad, letting you know about purchases made via Apple Pay.

    If you wish to turn off the notifications you can do so by selecting Settings >Wallet & Apple Pay >Select Card > Card Notifications. Or by tapping the 'i' in the Wallet app to get to the settings menu.

    If you decide to remove your Apple Watch from your iPhone, all content will be erased and the settings will be reset.

    You'll need to re-register your credit or debit card(s) on the replaced or upgraded device, as they won't be transferred automatically.

    Yes, you'll still be able to use your contactless card to make payments.

    You can manage the cards you've registered to Apple Pay via the Wallet app on your device. Or, alternatively, by going to Settings > Wallet & Apple Pay.

    You can remove the card by going to Settings > Wallet & Apple Pay. Tap the card that you want to remove and then tap Remove Card.

  • Security and Apple Pay

  • There are many reasons why Apple Pay is more secure compared to other payment methods. For starters, any credit or debit card details you add to Apple Pay are never actually stored on your device. Or Apple's servers, for that matter. As soon as you register a card to Apple Pay, the details are automatically encrypted and turned into a unique Device Account Number. This is stored in a dedicated chip on your device called a Secure Element.

    Whenever you purchase something, your Device Account Number and a transaction-specific security code are used to process your payment. Nothing else. So your credit and debit card numbers are never shared with the merchant.

    What's more, every time you make a payment using your iPhone or iPad you're asked to confirm your identity with your fingerprint (Touch ID) or your passcode. The Apple Watch is protected by a passcode, which is required every time you wear it.

    You could do one of the following things if your device is lost or stolen:

    • Call us immediately on 0345 975 8005 so that we can stop transactions on your account. Lines are open 24 hours a day, 7 days a week
    • Place your device in lost mode. If you've activated Find My iPhone you can suspend Apple Pay and your cards will continue to work
    • Erase your device. Remove the ability for anyone to use Apple Pay by remotely erasing your device via Find My iPhone
    • Prevent payments being made via iCloud. Suspend your card from being used with Apple Pay on the device by going to icloud.com/find - this will even work if the device is offline

    If you put the watch on another person's wrist and authenticate (with your passcode on the watch or through the phone remote activation, by supplying a passcode and Touch ID), that person then has the ability to make purchases. It's like handing them your card and giving them your PIN number, and you'll therefore be responsible for any transactions they make on your account.

  • Tips and Tricks

    • Get 5% cashback with our Plus account
      If you have a TSB plus account you can enjoy 5% on your first £100 of combined contactless in-store and in-app Apple Pay payments each month, until 31 December 2016 (subject to eligibility). We’ll pay your cashback, monthly, the month after you’ve earned it until January 2017. Terms and conditions apply.

    • Get 5% cashback with our credit cards
      You can enjoy 5% cashback with TSB credit cards (American Express and MasterCard) on your first £100 of in-store and in-app Apple Pay payments each month. The offer is available until 31 December 2016 and we’ll pay your cashback the month after you’ve earned it until January 2017 (terms and conditions apply).

    • Access Wallet without unlocking your device
      Go straight to your Wallet without unlocking your iPhone or iPad (where you can see your stored cards and recent Apple Pay transactions) by double clicking the Home button.

    • Pre-arm Apple Pay on your device
      Worried about getting into a last-minute 'I-don't-know-how-to-use-Apple-Pay' panic at the checkout or the Tube barrier? You can get your device ready up to a minute before you need to pay or tap in. Just open your Wallet by double-clicking the Home button and waiting for Apple Pay to say it’s ready. Then just hold it near the contactless reader like usual.

    • Use the same device and account on TfL journeys
      When you’re travelling on London’s transport network using Apple Pay (or any other contactless payment method) only touch in and out with the same device and same card per journey. If you touched in with your iPhone and touched out with your contactless debit card, you could be charged the maximum fare on both.

    • Pay the best fare on TfL journeys with fare capping
      If you use Apple Pay for journeys on London’s transport network, you can still benefit from daily and weekly fare capping. Just use the same account via Apple Pay for all your journeys and TfL will calculate your usage so you pay the best fare.

    • Make sure your device has enough charge
      If you’re using Apple Pay on London Underground, Overground, the DLR, Trams or TfL Rail, make sure your device has enough battery so you can touch out at the end of your journey. Otherwise you might have problems getting out of the station and you’ll be charged the maximum fare.

    • Avoid entering incorrect card numbers
      Want to add a new card to your Wallet? Instead of manually typing out your card details (or mistyping, as the case might be), make use of the iSight camera to capture and upload them digitally.

    • Find nearby stores accepting Apple Pay
      I want to use Apple Pay, but where accepts it? Just open the Maps app and you’ll see participating retailers in your local area.


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