If a pool owner says they used Apple Pay but the payment never went through, it’s usually not a system issue — it’s a missed confirmation step.
When credit card surcharging is enabled, there’s an extra review step built in before payment can fully process. That’s where the confusion typically happens.
❓ What’s Actually Happening?
When a pool owner chooses Apple Pay and surcharging is turned on:
They must first click Review to see the final total, including the 3% surcharge. Then they will be prompted to choose which card they are using to pay the invoice.
After reviewing the charge and applying the payment, they are prompted once more to submit the payment.
What’s happening in most cases:
Pool owner clicks Review
They see the Apple Pay double-click prompt
They assume that means the payment went through
But they don’t complete the final confirmation step
They may hear an authorization sound (a "ding") on their phone and mistake it for a completed payment.
As a result, the payment never actually processes. To finalize the transaction, the pool owner must tap the green "Pay" button on the Skimmer checkout page displaying the invoice amount. Once this step is completed, a confirmation page will appear, indicating that the payment was successful.
❓ Why Is There a Review Step?
Card network rules require customers to clearly see and acknowledge a surcharge before completing payment.
That’s why:
A review screen appears
The surcharge is displayed
The customer must confirm they agree to the total
This protects both you and the customer.
✅ How Can I Prevent This Confusion?
Inform customers that they must confirm the payment after clicking Review for it to process. Additionally, advise them to tap the green "Pay" button to finalize the transaction. If the invoice remains overdue, verify with the customer whether they completed this step. If not, ask them to retry the payment and ensure they tap the "Pay" button to submit the transaction.