Apple Pay issue – support was unable to help
I contacted support several times and specifically asked for a technical review of the Apple Pay provisioning, tokenization, and possible old device tokens. Instead of receiving a concrete solution, I mostly received generic replies about “security reasons” and was eventually told that nothing further could be done.
The most disappointing part is that I ultimately had to contact the actual card issuer, Monavate, myself and submit a formal complaint because Krak Support was unable to properly resolve or escalate the issue. Monavate has since forwarded the case to the responsible Programme Manager.
Other cards such as BBVA and Trade Republic work perfectly on the same iPhone and Apple Watch, so this is clearly not a general Apple Pay problem with my devices.
I actually like the concept of Krak, but for such an important card issue I expect support to properly investigate and escalate the problem instead of repeatedly sending standard responses.
Until issues like this are handled properly, I unfortunately cannot give more than 1 star.
Response from developer
Hi, thanks for taking the time to explain this in detail. We can see why receiving limited answers after specifically asking for a technical review would be disappointing. Some card and digital wallet decisions are subject to strict security controls, and unfortunately there are cases where our Support team cannot provide additional details or override the outcome. We know that can make the responses feel vague, especially when you're looking for a concrete technical explanation. That said, we appreciate the feedback on how this was communicated and handled, and we'll pass it on to the team. We genuinely want the support experience to be better, even in cases where what we can disclose or change is limited.
Great for small purchases
Response from developer
Stay Kraken!
Qualités des services Krak
Response from developer
Ravi d'apprendre que vous profitez bien de Krak et de toutes les autres fonctionnalités ! Un grand merci aussi pour les 5 étoiles.
No customer service, no proper helpline
Response from developer
Hi, thank you for your feedback. We understand your concern, especially after waiting this long for your deposit to complete. We'd like to take a closer look at your case. Please reach out to us through one of our official social media channels with your Public Account ID or ticket number, and we'll be happy to review it from our side and help however we can. 🐙
RAS
Response from developer
Merci beaucoup, ça fait plaisir ! 🙏 Ravis que l'app et la carte te plaisent. On garde le cap 🐙
