Set up Apple Pay and Apple Wallet
Frequently asked questions (FAQs)
Apple Pay is a simple and safe way to make payments directly from your Apple device, keeping your Co-operative Bank details anonymous.
Apple Wallet is a way to safely store the card information you want to use with Apple Pay.
What you'll need
Most Co-operative Bank debit and credit cards can be added to Apple Wallet, except ATM cards and business debit cards.
Apple Wallet is automatically installed on all compatible Apple devices.
Log in to Apple Wallet
First you’ll need to:
- Open the Apple Wallet app – it’s called Wallet on your device
- Log in to your Apple account.
If you’ve already set up your wallet, you’ll see your payment card on screen.
Set up your wallet
To add a debit or credit card, you'll need to:
- Press '+'.
- Select 'Debit or Credit Card'.
- Use your phone camera to scan your card information, or enter it yourself.
- Read the terms and conditions and select ‘Accept’.
- Choose to verify your card – by text, email or phone call.
- Enter the 6-digit verification code we send to you.
You’ll then be ready to pay with your card using Apple Wallet.
Make a payment
If you're in a store that accepts Apple Pay, swipe your Apple device across a contactless card reader, just like you would with a contactless credit or debit card.
If you're buying something online, your Apple Wallet will already have your card's details available when you make a purchase. It saves you typing your card details out online, or scanning your card in each time you visit.
Terms and conditions
Please read the Apple Pay terms of use when using a Co-operative Bank card (PDF)
Win up to £2,500
We’re offering cash prizes in collaboration with VISA when you pay with your debit card (including digital wallet purchases) until 30 November 2025. Subject to eligibility. T&Cs apply.
Frequently asked questions
If you need help with Apple Pay, our frequently asked questions may help.
What are the benefits of using Apple Pay and Apple Wallet?
Why has my payment been declined?
How secure are wallet payments?
What should I do if the card I’ve added to Apple Wallet is lost or stolen?
What should I do if the device I’ve set up with Apple Wallet is lost or stolen?
What are the benefits of using Apple Pay and Apple Wallet?
Digital wallets are designed to make life a little bit simpler.
They’re quick and convenient
You need to have certain security features set up on your phone in order to set up a digital wallet. As a result, the payment process is simpler. When making payments with a digital wallet:
- You won’t need to type in your PIN in-store, or your Visa Secure payment details when shopping online
- You won’t need to remember your PIN or passwords
- You can make contactless payments for larger amounts.
You can also add many different things to your wallet, so:
- You can have everything together in one place, including loyalty cards, gift cards, travel boarding passes and discount cards, and even ID
- You won’t need to carry your cards around with you.
They’re safe
In some ways, using a digital wallet can be safer than carrying a physical wallet because:
- Your digital wallet won’t share your card details with merchants or display them on screen, so you won’t need to worry about anyone stealing your card details
- You can use the Find My Phone feature to locate your device if it’s lost or stolen, and block it or delete your digital wallet.
It’s still important to keep an eye on payments coming out of your account, and let us know if anything doesn’t look right.
Why has my payment been declined?
Payments are most commonly declined when you don't have enough money in your account.
If this isn't the case and there's no fault with the merchant's terminal, it might be best that you contact us on:
03457 212 212 for current accounts
0345 600 6000 for credit cards
Lines are open 8am to 6pm Monday to Friday, 9am to 5pm Saturday and Sunday. (call charges)
How secure are wallet payments?
When you make a payment with Apple Pay, it doesn't send your actual debit or credit card number with your payment.
Additionally, you need to unlock your device before you can make a payment, meaning you need to use your device's security features, like Touch ID, your unique 6-digit passcode, or Wrist Detect.
What should I do if the card I've added to Apple Wallet is lost or stolen?
Please let us know immediately and by the next working day we'll:
- Cancel the card
- Send you separately a replacement card and new PIN
- Automatically update your card in the wallet.
Call us on 0345 600 6000 (call charges) and we will cancel the card, order you a replacement card and automatically update your card in the Wallet the next working day. Lines are available 24 hours a day, 7 days a week.
What should I do if the device I've set up with Apple Wallet is lost or stolen?
If you’ve lost your device, you can read about how to use Apple’s Find My service to locate and secure your device.
When you’re ready to locate and secure your device, you should:
- Open Find My.
- Log in to your Apple account.
- Put your device in lost mode to prevent anyone using your Apple Wallet.
- Try to locate your device and work out what happened to it. You can even see where it is if it’s switched off or not connected to the internet. You can display a message on screen to explain how to get the device back to you. And you can make it play a loud ringtone, even if it’s in silent mode.
If you can’t get your device back, you should:
- Erase your device using Find My
- Call us to cancel your card on 0345 600 6000 (call charges) – lines are available 24 hours a day, 7 days a week
- Report the theft to the Police and Apple if you’re convinced it was stolen.
Can I use wallet payments outside the UK?
Yes, you can use wallet payments in the same way you would a standard debit or credit card. You may be charged processing fees by other banks, overseas charges, and currency conversion charges too. Find out more about The Co-operative Bank's card charges outside the UK.
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