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Overview
This reference guide helps merchants resolve an issue where subscribers are unexpectedly prompted to enter a state during the Apple Pay checkout process. This scenario typically occurs when strict verification settings on your site clash with the address data incoming from Apple Pay. Following this guide ensures a friction-free checkout experience for your subscribers.
Issue description
The issue occurs when your site requires a full address verification setting, but the Apple Pay checkout flow is not configured to accept the address data exactly as provided by Apple. As a result, customers see a prompt asking them to enter a state even though Apple Pay has already supplied that information in its payload.
Common signs
Merchants or subscribers may experience one or more of the following indicators:
A checkout error asking for a state during Apple Pay payment processing.
The state field appears on screen even though the customer selected a saved, complete Apple Pay address.
The Apple Pay checkout cannot be completed until the state is manually entered.
The issue appears exclusively on sites with address requirements set to full address verification.
Basic troubleshooting steps
Before diving into technical configurations, run through this quick initial checklist:
Confirm that your site address requirements are configured correctly in your dashboard.
Verify whether full address verification is enabled for your payment gateways.
Check whether the Apple Pay shipping or billing address is being passed through as expected during a live attempt.
Test the checkout flow yourself using a different Apple Pay card, device, or sandbox account.
Review any recent checkout configuration or code changes made by your development team.
Diagnostic tools and resources
Use the following resources to investigate the issue deeper:
Your Recurly checkout or payment settings page.
Apple Pay transaction logs within your payment gateway.
Browser developer tools (Network tab) for checkout request payload inspection.
Internal merchant documentation for gateway configurations.
Advanced troubleshooting steps
Step 1: Review address verification settings
Confirm that your site is not set to require full address verification if Apple Pay is expected to provide only partial address details. If your business model strictly requires full verification, adjust the validation settings in your Recurly dashboard to align with standard Apple Pay payloads and test the transaction again.
Step 2: Test the Apple Pay checkout flow
Run a test transaction using Apple Pay and inspect the payload to confirm whether the state is included in the address data. If the state is present in the API response but the checkout page still prompts the user for it, the issue is likely caused by site-level address requirement rules overriding the incoming data.
Step 3: Update checkout validation rules
Review any custom validation or checkout rules in your codebase that may be forcing the state field to be a required input. Remove or modify any frontend or backend validation rules that conflict with or fail to map the incoming Apple Pay address data correctly.
Step 4: Contact support for escalation
If the state prompt still appears after confirming your configuration and validation rules, collect your checkout logs, payload examples, and store configuration details. Reach out to the Recurly support team so our payments specialists can help you investigate further.
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