Apple Pay "Payment not completed" error in some regions (JA and SA), but not in other regions

[joel-adyen]

Describe the bug
The customer can open Apple Walled via the Adyen Web integration and view available payment methods. But when they select a valid methods (Visa card, for example) and click the buy button, it errors immediately with the message "Payment not completed" on the bottom of the wallet.

• This seems to happen 15% of the time. But not all the time. Some payments are working.
• Using Adyen Web integration for Apple Pay and the Advanced flor with the /payments API. Note that this error happens before any /payments call can be made.
• Using Adyen certificates. (Certificates appear to be hosted correctly.)
• Launch in US with very good results. This is not an issue in the US (which uses the same integration.

To Reproduce
Steps to reproduce the behavior:

1. Option 1: Got to an Epic Games Japanese site such as https://www.fab.com/ja/ and checkout using Apple Pay. You must do this in Japan or Saudi Arabia and have cards in your Apple Walled for those regions.
2. Option 2: Make a Pay By Link on merchant account EpicGamesCH for JPY in Japan or SAR for Saudi Arabia. Open the link and select Apple Pay. You must do this in Japan or Saudi Arabia and have cards in your Apple Walled for those regions.

Expected behavior
The wallet should have have an error. An Apple Token should be returned to allow a /payments call.

Screenshots

Desktop (please complete the following information):

• OS: iOS
• Browser: Any. Chrome will open a QR code which is scannable by an iPhone.
• Version: Have not seen that this is version specific.

Smartphone (please complete the following information):

• Device: All iOS
• OS: iOS
• Browser: Any. Chrome will open a QR code which is scannable by an iPhone.
• Version Have not seen that this is version specific.

Additional context

[ribeiroguilherme]

Hi @joel-adyen ,

Can you try to troubleshoot by connecting your iOS device on Web Safari and inspecting the browser logs to see any possible indicators of what is going wrong? Perhaps the onError callback is being triggered with some information in there about the problem or you can spot some error returned by Apple.

The problem shouldn't be about the certificates, since the Apple Pay UI opens up as expected. Besides that, there are no /payments request being done, so it is very likely that the Apple Pay payment method is blocking the payment flow for some reason. It does not seem to be Adyen Web / Adyen API related honestly.

Cheers

[joel-adyen]

I do have some logs that seem to indicate a timeout. (Agreed that I don't think this is specifically an Adyen issue.) I can supply the log if that would be helpful (it is really long). Any advice on the best path to pursue?

…

On Tue, Apr 21, 2026 at 6:58 AM Guilherme Ribeiro ***@***.***> wrote: *ribeiroguilherme* left a comment (Adyen/adyen-web#3899) <#3899 (comment)> Hi @joel-adyen <https://github.com/joel-adyen> , Can you try to troubleshoot by connecting your iOS device on Web Safari and inspecting the browser logs to see any possible indicators of what is going wrong? Perhaps the onError callback is being triggered with some information in there about the problem or you can spot some error returned by Apple. The problem shouldn't be about the certificates, since the Apple Pay UI opens up as expected. Besides that, there are no /payments request being done, so it is very likely that the Apple Pay payment method is blocking the payment flow for some reason. It does not seem to be Adyen Web / Adyen API related honestly. Cheers — Reply to this email directly, view it on GitHub <#3899?email_source=notifications&email_token=BNZHIAESZKB6CX4MFN5MWYL4W5467A5CNFSNUABFM5UWIORPF5TWS5BNNB2WEL2JONZXKZKDN5WW2ZLOOQXTIMRYHEYTCMJUGY3KM4TFMFZW63VHNVSW45DJN5XKKZLWMVXHJLDGN5XXIZLSL5RWY2LDNM#issuecomment-4289111466>, or unsubscribe <https://github.com/notifications/unsubscribe-auth/BNZHIAFUIULXOTQ6EC6CAYD4W5467AVCNFSM6AAAAACXTBNG6OVHI2DSMVQWIX3LMV43OSLTON2WKQ3PNVWWK3TUHM2DEOBZGEYTCNBWGY> . You are receiving this because you were mentioned.Message ID: ***@***.***>

[ribeiroguilherme]

Which version of the SDK are you using?

You can check the Safari browser console when connecting your phone to it and attempt to make the payment. Once the error pops-up, you should try to identify if there are any unhandled exceptions or any useful messages being thrown directly on console or through the onError callback. Hopefully that can indicate what is the issue.

[joel-adyen]

Using @adyen/adyen-web v6.21.0. Working on getting logs. Note that this is happening in iFrame.

…

On Wed, Apr 22, 2026 at 7:40 AM Guilherme Ribeiro ***@***.***> wrote: *ribeiroguilherme* left a comment (Adyen/adyen-web#3899) <#3899 (comment)> Which version of the SDK are you using? You can check the Safari browser console when connecting your phone to it and attempt to make the payment. Once the error pops-up, you should try to identify if there are any unhandled exceptions or any useful messages being thrown directly on console or through the onError callback. Hopefully that can indicate what is the issue. — Reply to this email directly, view it on GitHub <#3899?email_source=notifications&email_token=BNZHIADOC7V7E4IU7WX7UGD4XDKURA5CNFSNUABFM5UWIORPF5TWS5BNNB2WEL2JONZXKZKDN5WW2ZLOOQXTIMRZG4YTSMRRGY4KM4TFMFZW63VHNVSW45DJN5XKKZLWMVXHJLDGN5XXIZLSL5RWY2LDNM#issuecomment-4297192168>, or unsubscribe <https://github.com/notifications/unsubscribe-auth/BNZHIAAN44J7HT547GAM4PD4XDKURAVCNFSM6AAAAACXTBNG6OVHI2DSMVQWIX3LMV43OSLTON2WKQ3PNVWWK3TUHM2DEOJXGE4TEMJWHA> . You are receiving this because you were mentioned.Message ID: ***@***.***>

[frno-morita]

Hi, I'm not sure this is related but I have noticed that when using the ApplePay component the ApplePaySession is created using the countryCode from the Core Checkout component: https://github.com/Adyen/adyen-web/blob/v6.31.1/packages/lib/src/components/ApplePay/ApplePay.tsx#L190-L199.

        const paymentRequest = preparePaymentRequest({
            companyName: this.props.configuration.merchantName,
            countryCode: this.core.options.countryCode,
            ...this.props
        });

While the countryCode on the Checkout component is often used as the shopper-country origin (see https://docs.adyen.com/online-payments/build-your-integration/advanced-flow?platform=Web&integration=Drop-in&version=6.31.1) in order to as described below, this is not how ApplePay wants us to begin their session?

The shopper's country/region. This is used to filter the list of available payment methods to your shopper.Format: the two-letter ISO-3166-1 alpha-2 country code. Exception: QZ (Kosovo).
--

The shopper's country/region. This is used to filter the list of available payment methods to your shopper.
Format: the two-letter [ISO-3166-1 alpha-2](https://en.wikipedia.org/wiki/ISO_3166-1_alpha-2) country code. Exception: QZ (Kosovo).

https://developer.apple.com/documentation/applepayontheweb/applepaypaymentrequest
https://developer.apple.com/documentation/applepayontheweb/applepaypaymentrequest/countrycode

In the ApplePaySession context they want countryCode to be the merchant's principle base of business:

Set this property to the two-letter ISO 3166 code for the country or region of the merchant’s principle place of business. This is often the location for settling the payment. Consult with your payment service provider (PSP) to determine the appropriate country code.

Apple Pay may use the countryCode to generate payment data that complies with local regulations. For more information on regional compliance, see [Complying with regional regulations](https://developer.apple.com/documentation/PassKit/complying-with-regional-regulations).

Could this be a potential part of the problem that the merchant's principle base of business is not set correctly when creating the ApplePaySession?

You should be able to set the correct countryCode on the ApplePay component since ...this.props would override the countryCode above, but it's possibly easy to miss since the TS type does not contain this option (even though it's kinda hinted at in https://docs.adyen.com/payment-methods/apple-pay/web-component/express-checkout?payment-method=Apple+Pay&integration=express&version=6.22.0#configure-apple-pay that is is indeed needed).

I guess that the countryCode information could come from Adyen when requesting /paymentMethods but I haven't confirmed if we get that in the response or not.

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