Overview

Most customers can save their digital wallet pass in just a few taps. But in some cases, device settings or technical issues can prevent it from loading correctly. Here's how to troubleshoot the most common scenarios.

Causes and solutions

1. They’re using an unsupported browser
Some in-app browsers (like Instagram or Facebook) may block wallet actions.
Solution: Ask the customer to open the link in Safari (iOS) or Chrome (Android).

2. They have a poor internet connection
Slow or unstable internet may prevent the wallet pass from generating.
Solution: Have the customer move to a stable Wi-Fi or LTE connection and try again.

3. They’re not using a supported device

• Apple Wallet is only available on iPhones (iOS 10+).

• Google Wallet requires Android 5.0+ and Google Play Services.

Solution: Ask the customer to check if their phone supports digital wallets or offer to email them the link so they can try again later.

4. They clicked away before finishing
Sometimes customers close the browser or switch apps before saving.
Solution: Remind them to click "Add to Wallet" and follow all prompts until complete.

Best practices

• Encourage customers to try saving from a regular browser if something seems off.

• Let them know they can always scan the QR again later to retry saving.

• Offer to send them the join link directly via SMS or email from your Customers tab.

• Saving the wallet pass is optional — customers can always access their rewards account by visiting your program’s unique URL and signing in with their phone number or email.

Next steps

How customers use their wallet pass
Customer didn’t receive points — how to fix it
Contacting Worthify support