Just to make sure, are you holding the top of the phone to the terminal? The transceiver is on the top edge, by the camera. I see a lot of people struggle, trying to use Apple Pay by holding the phone flat and center, and it makes sense that if you are doing that with a Pro Max, the transceiver will be farther from the middle since it’s a bigger phone.

If you’re tapping with the top of the phone already, then yeah, you should get Apple to take a look because that’s not normal.