Pay by Bank: Linking a New Account to a Customer's Profile
How to verify a customer's linked Pay by Bank account and switch it at the register
When a customer has previously used Pay by Bank at your store, their account is automatically linked to their profile. This article covers how to confirm which account is linked, how to switch it to a different account at the register, and what to do if an error occurs.
Step 1 — Verify the linked account
Once Pay by Bank is selected as the payment method and the register prompts the customer to scan the QR code, the email address associated with their linked Pay by Bank account will appear on screen. Confirm this matches the email the customer used to sign in on their phone.
If no account is linked, nothing will display.
Seeing @privaterelay.appleid.com? This is not an error. If the customer signed up using "Sign in with Apple" and chose to hide their email, Apple generates a private relay address ending in @privaterelay.appleid.com that forwards to their real iCloud email. This is expected behavior — the account is still valid and linked correctly.
Step 2 — Confirm or switch the account
If the account is correct: tap Continue and proceed with checkout as usual.
If the account is incorrect and needs to be switched:
- At the bottom of the screen, above the Continue button, tap Need to re-link email?
- Wait for the 30-second countdown to complete.
- Tap Scan customer's barcode.
- The customer's phone will display a barcode or an option to manually enter a code — use this to link the new account.
- Once linked, proceed with checkout as usual.
Errors
If you see the error "Failed to unlink customer account. Please try again later", attempt the re-linking process once more. If the error appears a second time, the re-linking process cannot be completed. The customer will need to present an alternative form of payment for this transaction.
Customer self-service
If a customer wants to update their linked bank account, remove an account, or manage their Pay by Bank settings outside of checkout, direct them to their account settings. They can make changes directly from their phone.
Consumer help center — customers can manage their linked bank account, update their email, and adjust Pay by Bank settings on their own.
Pay by Bank Account Settings Help →