The Apple Pay and Google Pay buttons are only shown when all conditions are met at once: a compatible device and browser, a card saved in the wallet, and the method enabled on your account. If just one fails, the button won't appear — and that's not an error, it's the expected behavior.
Most common causes
- The device or browser isn't compatible
Apple Pay is only shown on Apple devices and in Safari; Google Pay requires a browser or device compatible with the buyer's Google account. On a different computer or browser, the wallet simply isn't offered.
- The buyer doesn't have a card saved in the wallet
If the wallet is empty or their card isn't compatible with online payments, the button won't appear. Ask them to check that their card is added and active in the wallet app.
- The method isn't enabled on your account
Wallets must be active as a payment method on your account and in your integration. Check the payment method settings in your Conekta Panel or see How to accept Apple Pay and Google Pay.
- The payment channel doesn't support wallets
Availability may vary depending on how you collect payments: one checkout experience may show them and another may not. Verify with the same purchase on the channel where you expect to see them.
How to diagnose it quickly
- Test from a device that does meet the requirements (for example, an iPhone with Safari for Apple Pay).
- Confirm with a second buyer or device before assuming a configuration problem.
- If it doesn't appear on any compatible device, the issue lies in your account or integration settings.