Checkout Problems Hindering Growth in Apple Pay Usage

[Piggie]

You clearly have no idea how Apple pay works. It works the same way as your wireless debit/credit cards. Existing ways of paying will still be available.

From the sound of it, it does not.
Wake me up when 99.5% of stores accept it, and it just works seamlessly like cash does and chip and pin cards do.

 

[AllieNeko]

at Starbucks - gave up: couldn't get it to work.

In what country? Starbucks only supports contactless in some countries, for example the UK. They do NOT support contactless in the US.

 

[w00master]

Yes, I agree with you.

Apple are "The Very Worst" when it comes to adopting, working with, and promoting any industry standard.
They always have to either screw it up, make it only work with Apple, or call the Apple version something else just to confuse people.

I'm all for things like this, but it needs to be a standard, and called a standard.
Not the Apple Do-Hicky-Shazam-Payment.

If it's NFC, then let's just all call it NFC, so when people who know nothing about this stuff see their phone does NFC payments, and they see NFC pay methods on stores, they think, ahh, yes, mind does that.

And that goes for everyone not just Apple.

We don't need to call it Apple Bloody Pay just to confuse people.

Well, I think you're being a little harsh on this. What Apple has done that is unique to Apple pay is the security mechanism and use of TouchID. I can totally see why Apple (and other companies) would want to advertise and market this. I find no fault on Apple on that. They should be doing that.

But ultimately, now that it's out, call it what it is: NFC Standard.

 

[MasterRyu2011]

I haven't had an issue with it yet and I've probably used it around 45-60 times.
Even when the cashier has no idea what it is, and the NFC terminal is there, I have no problem. They just end up confused/awed.

It's only the beginning and available on one generation of phones. Can't wait for it to expand, get on the watch, and for it to become a payment standard among 95% of places next year.

I highly doubt it. Most, if not all sit down restaurants still don't accept contactless payments. Restaurants are where it makes the most sense (hate waiting for the server to walk by), but I still need to whip the CC or cash to pay for my meal.

Chili's and others have some kind of tablet payment thing on the table nowadays; it will be interesting if that can eventually take NFC payments.

Drive-throughs at fast-foods are still kinda an awkward experience. I would ask the attendant to take out the payment terminal out of its holder and stick it out of the window so I can pay with my phone. Most of them are confused as to what I would be doing and many have asked that I give them my phone so they can try it for me, as if that was the protocol.

Of course, one could argue a simple solution to this experience is to improve rectify my eating habits.

 

[rdlink]

I think the biggest issue is the fact that MANY retailers have NFC-capable terminals at checkout, but have those functionalities turned off -- either because they were never enabled in the first place, or, blech, idiots who are supporting CurrentC and thus turned these functions off retroactively (Rite Aid, CVS, etc.)

Frankly I don't think the industry group that's behind NFC payments should allow retailers to prominently feature terminals with the tap-to-pay logo emblazoned on them, who have the function disabled. Way too confusing and frustrating to customers. I'm very savvy with this stuff (and a very happy Apple Pay user), but even I get bummed when I try to use it and it becomes clear that the terminal's NFC capabilities are turned off, despite having the logo.

This!

Also, merchants like Walgreens, who still want to make me go through the "Do you have a loyalty card?" BS on the terminal. Just let me do it like Whole Foods, people! Pull out my phone, hold it up to the terminal, and put my finger on the button. Very easy and quick. Next thing I want is for Apple Pay to let me automatically opt for e-receipts everywhere.

 

[w00master]

From the sound of it, it does not.
Wake me up when 99.5% of stores accept it, and it just works seamlessly like cash does and chip and pin cards do.

Not sure what your point is here, but again... how is this Apple's fault? This requires a hardware change for retailers to enable NFC payment. This affects cards that contain the NFC as well as Google wallet devices, LoopPay users, etc. Just like Apple Pay.

Quit blaming Apple for issues they have no control over.

Apple is using the standard. This affects everyone who uses that standard, not only Apple

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I think the biggest issue is the fact that MANY retailers have NFC-capable terminals at checkout, but have those functionalities turned off -- either because they were never enabled in the first place, or, blech, idiots who are supporting CurrentC and thus turned these functions off retroactively (Rite Aid, CVS, etc.)

Frankly I don't think the industry group that's behind NFC payments should allow retailers to prominently feature terminals with the tap-to-pay logo emblazoned on them, who have the function disabled. Way too confusing and frustrating to customers. I'm very savvy with this stuff (and a very happy Apple Pay user), but even I get bummed when I try to use it and it becomes clear that the terminal's NFC capabilities are turned off, despite having the logo.

VERY well said. Thank you.

 

[HenryDJP]

As much as I have wanted to try it for the first time my bank hasn't activated ApplePay as of yet. Good thing anyway, it's best to wait until all the kinks are worked out. I don't want to be THAT customer who gets screwed over the transaction not going through properly or being double-charged.

 

[hindmost]

most of my problems were the merchant not knowing anything about it

I've had that problem also....especially at Home Depot.

Interestingly......like many a merchant I myself did not know that vending machines at malls, parks, etc often take Apple Pay!! Robots talking to Robots!

Very handy when self and/or family wants a machine available cookie, chips or like treat and especially cola/juice/water drinks. Too many times folding money gets rejected (too wrinkled, etc) or you don't have the correct coin change in pocket. Apple Pay makes such a non-issue and is welcome.

 

[imola.zhp]

Same.

I got a credit card just to use for this and haven't used it. i don't shop at Walgreens or any other place where it is accepted so far.

I've been several places but I typically have my form of payment ready to go before The cashier is done ringing up my goods, it's at about that time that I think about it. At the point, what's the point? Swipe and go, old school.

 

[w00master]

I've been several places but I typically have my form of payment ready to go before The cashier is done ringing up my goods, it's at about that time that I hi I about it. At the point, what's the point? Swipe and go, old school.

Again... if you use Apple Pay, the retailer won't ever actually have your CC#. I'd say that alone trumps the swipe method.

 

[MasterRyu2011]

I've used AP quite a bit. Pretty much flawless. Never had to sign. But then there is Panera Bread. Three registers and the only one staffed is without the NFC.....

UGH. I don't really don't know what's up with Panera Bread. The three restaurants close to me all only carry one terminal with NFC, while the rest either have NFC removed or came without it. Are they running a pilot? (transaction time with NFC VS transaction without NFC)

 

[Arcus]

Apple Pay implementation is so random. Using it at McDonald's is just as Apple has demonstrated, but using it at Wegman's is far less seamless: you have to select debit or credit, use Apple Pay via iPhone, then you have to sign your name on the terminal. Apple needs to push for a uniform process across all retailers.

This is the main reason why I no longer use it. The phone idea was no signing, no selection for cash back, no pin, no anything just hot the button but sometimes using apple pay is slower than using my CC.

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I've had that problem also....especially at Home Depot.

Home depot does not accept apple pay, at least the ones in my area.

 

[damir00]

What's the status of this in Canada, where we've had contactless pay for ages?

At this point, I'm the only person I've ever seen pay for anything with their iPhone.

 

[w00master]

Apple Pay implementation is so random. Using it at McDonald's is just as Apple has demonstrated, but using it at Wegman's is far less seamless: you have to select debit or credit, use Apple Pay via iPhone, then you have to sign your name on the terminal. Apple needs to push for a uniform process across all retailers.

Like I've said before:

1. Apple and other NFC providers need to start working together. It's in everyone's best interests, Apple's, Google's, etc.

2. Apple (IMHO) needs to start clarifying what Apple Pay means and what it means to be a part of the NFC Standard. Right now, Apple users and retailers are often confused with the Apple Pay designation. Any terminal that has the NFC logo on it is supposed to work with Apple Pay

3. If Apple and others actually started working together, they could help retailers with training, awareness, roll-out, etc. The fact that Apple has distinguished itself - even though they are using the NFC standard - may have hurt the whole Apple Pay roll-out.

 

[vpndev]

Home Depot

Home Depot still doesn't accept Apple Pay.

Nor do their chip-enabled readers accept chip cards in the slot. You still have to swipe.

H E L L O Home Depot !?! Do you have to get hacked AGAIN before you enable these ??

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UGH. I don't really don't know what's up with Panera Bread. The three restaurants close to me all only carry one terminal with NFC, while the rest either have NFC removed or came without it. Are they running a pilot? (transaction time with NFC VS transaction without NFC)

The Panera stores in D.C. suburbs all seem to accept AP without issue.

 

[AllieNeko]

UGH. I don't really don't know what's up with Panera Bread. The three restaurants close to me all only carry one terminal with NFC, while the rest either have NFC removed or came without it. Are they running a pilot? (transaction time with NFC VS transaction without NFC)

Are you sure of that? My understanding (there is no Panera Bread near me) is that they are using Verifone MX 925 terminals. These DO NOT need to have the external contactless antenna that mounts on the top of the terminal. If they do not have it, the contactless antenna under the screen will be used. Wait for the purchase to be totalled and the screen to prompt you to tap (either through "tap card", the contactless logo or four circles)

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Home Depot still doesn't accept Apple Pay.

Nor do their chip-enabled readers accept chip cards in the slot. You still have to swipe.

H E L L O Home Depot !?! Do you have to get hacked AGAIN before you enable these ??

Home Depot doesn't accept MasterCard contactless at all anymore, from my understanding. Amex and Visa should work fine.

The worst part is that Home Depot promised they'd have chip support enabled by the end of 2014. It didn't happen. Walgreens and Target promised by the end of 1Q 2015. It didn't happen. Walmart promised by the beginning of November, 2014 - it KINDA happened. You CAN insert the chip, but the terminal won't force you to - which eliminates most of the benefit.

 

[bigchrisfgb]

From the sound of it, it does not.
Wake me up when 99.5% of stores accept it, and it just works seamlessly like cash does and chip and pin cards do.

Anywhere that accepts wireless debit/credit card transactions will accept Apple pay. Apple pay offers more security. It's not a case of moving from one system to another, it's a case of Apple pay making use of existing infrastructure/facilities (let's not forget that we are on about the UK here, not the US where they started out with limited NFC facilities).

 

[dannys1]

Oh yes, let's change from one system, that everyone uses across the entire country and every member of the population can use quickly and simply, and have a few places that may or may not work with Apple pay.

The solution looking for a problem

What?? We wouldn't be changing from anything - chip and pin would still be the primary system. All it requires is for the latest chip and pin systems which also support contactless payment which would also work with all the contactless payment cards in the UK - in fact the UK is far more set up for Apple Pay already, there are contactless terminals everywhere and I use it for probably 70% of my payments, to be honest, it's probably going to be quicker to keep using my contactless card than pulling my phone out and holding the TouchID - but then you'd need the phone for purchases over £20 which is fair enough.

But yeah, you've wildly mis-understood the situation if you think its going to be replacing chip and pin. It's just contactless, but in your phone/watch with and secure so you can pay for high price items with it.

 

[tmiw]

Right now, Apple Pay does NOT contain "on-device CVM" but it is expected that it will once that is widely supported in the US. At that point, no signature or PIN will ever be required if the merchant terminal supports this CVM entry.

I'm pretty sure it does have it since I've heard reports of signature being waived in the US when used with large enough amounts somewhere with EMV turned on.

 

[Piggie]

What?? We wouldn't be changing from anything - chip and pin would still be the primary system. All it requires is for the latest chip and pin systems which also support contactless payment which would also work with all the contactless payment cards in the UK - in fact the UK is far more set up for Apple Pay already, there are contactless terminals everywhere and I use it for probably 70% of my payments, to be honest, it's probably going to be quicker to keep using my contactless card than pulling my phone out and holding the TouchID - but then you'd need the phone for purchases over £20 which is fair enough.

But yeah, you've wildly mis-understood the situation if you think its going to be replacing chip and pin. It's just contactless, but in your phone/watch with and secure so you can pay for high price items with it.

I guess I simply can't be bothered messing around hoping it will work.
It takes literally 2 to 3 seconds to pull out my wallet I always carry, and have my credit card in my hand ready to use.
And I know it will always work for any amount, in any store.

It#s simply just not a problem.
I've never taken the 3 seconds to get my card out and slip into the card reader thinking to myself, god if only there was an easier way.

I love solutions to problems. I just have no problem
After waiting 2 to 3 mins in a queue till I get to the checkout, 3 seconds does not matter and in actual fact it;s less than that, as if I'm in a queue I will have my card ready anyway.

I can appreciate the USA probably need brining up to date a lot more though

 

[brinary001]

I love Apple Pay! I wouldn't say it's dictating where I take my business, but if it's a toss-up between two places that essentially sell the same thing or offer the same service, I'll go to the business that supports Pay. Especially if it's a place I can go to regularly (Walgreens over CVS, Starbucks or Panera over Dunkin', etc.). It's good to see too that Apple is adamant about keeping this thing as flawless as possible. I noticed it was updated in 8.2 or maybe 3, which is a good sign of support and attention from Apple for years to come.

 

[hortod1]

You're waving in front of the terminal wrong.

 

[doelcm82]

This is the main reason why I no longer use it. The phone idea was no signing, no selection for cash back, no pin, no anything just hot the button but sometimes using apple pay is slower than using my CC

Here in the US, we're about to go through a big shift from magnetic stripe to "Chip and Sign" cards. It won't be particularly smooth--the same cashiers are likely to be trained just as poorly on whether to guide you through inserting your card in the chip reader, or swiping your card the old-fashioned way.

This was the perfect time for Apple to bring Apple Pay to the masses (and for Google to expand Google Wallet). Since everyone was going to be shaken up by the transition, and since the comfortable, reliable method we have been using for a while is not going to be comfortable or reliable any more, there's an opportunity for more secure payment options to gain traction.

It's going to be painful (figuratively) transition, but hopefully we'll come out better on the other end.

Anyone remember when this was the standard? Carbon paper and hand-printed receipts?

 

[AllieNeko]

I'm pretty sure it does have it since I've heard reports of signature being waived in the US when used with large enough amounts somewhere with EMV turned on.

Interesting, I thought it was reported on the other forum we're on that it does NOT have an on-device CVM entry, at least with Amex. It probably depends on the card...

 

[bigchrisfgb]

I guess I simply can't be bothered messing around hoping it will work.
It takes literally 2 to 3 seconds to pull out my wallet I always carry, and have my credit card in my hand ready to use.
And I know it will always work for any amount, in any store.

It#s simply just not a problem.
I've never taken the 3 seconds to get my card out and slip into the card reader thinking to myself, god if only there was an easier way.

I love solutions to problems. I just have no problem
After waiting 2 to 3 mins in a queue till I get to the checkout, 3 seconds does not matter and in actual fact it;s less than that, as if I'm in a queue I will have my card ready anyway.

I can appreciate the USA probably need brining up to date a lot more though

Most people won't see much difference between pulling out your phone and getting out your card, though chip and pin transaction can be longer than wireless transactions.

A point to note here though is that Apple pay is also included in the Apple watch, in this scenario you don't have to bring anything out from your pockets or handbag if you happen to a be a woman.