Wallet pass not saving — common causes
How to help a customer who is having trouble saving your pass to their phone.
Overview
Saving your pass takes most customers under 30 seconds. When it does not work it is almost always a browser or device issue that is easy to resolve. Walk the customer through the checks below and they should be able to save it on the spot or try again later.
Common causes and fixes
They are using an in-app browser Browsers inside Instagram, Facebook, and similar apps often block wallet actions. Ask the customer to open the link in Safari on iPhone or Chrome on Android and try again.
Poor internet connection A slow or unstable connection can prevent the pass from generating. Ask the customer to switch to a stable Wi-Fi or mobile data connection and try again.
Unsupported device Apple Wallet requires iOS 10 or later. Google Wallet requires Android 5.0 or later with Google Play Services installed. If the customer's device does not meet these requirements the pass will not save. You can send them their join link via the Customers tab so they can try again on a supported device.
They closed the browser too early Sometimes customers tap away before completing the save. Remind them to tap Add to Wallet and follow all the prompts through to the end before closing anything.
If a customer cannot save the pass right now that is okay. Send them their join link from the Customers tab via SMS or email and they can save it later from any supported browser on their phone.
FAQs
Does the customer need the pass saved to earn points? No. If a customer has not saved their pass they can still be looked up in the scanner app by phone number or email. Saving the pass just makes it faster and more convenient at checkout.
Can a customer save the pass on multiple devices? Yes. They can save it to any supported device using the same join link.
What if none of these fixes work? Contact our support team and we will investigate. See Contacting Worthify support for how to reach us.
Next steps
How customers use their wallet pass
Ways customers can join your pass
Contacting Worthify support