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Reading Troubleshooting and FAQsPasses not installing
Troubleshooting and FAQs
- Frequently asked questions
- Setup status flags
- Taps not registering
- Passes not installing
- Intelligence not running
- Contact support
In this guide
- 1. Confirm a pass design is published
- 2. Confirm who is issuing the passes
- 3. Test the claim link yourself
- 4. Check the customer's side
- 5. Confirm the install was recorded
- Still not installing
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Troubleshooting and FAQs 4 / 6
Passes not installing
What to check when a customer cannot add a wallet pass to Apple Wallet or Google Wallet, covering the pass design, issuing, the claim link, and the device.
If a customer taps Add to wallet and the pass does not install, the cause is usually the pass design not being published, or a device specific issue. Work through these checks.
Confirm a pass design is published
A wallet pass cannot be issued until a design has been saved and published.
- Go to your wallet pass design.
- Confirm a design is saved for the platform the customer is using, Apple or Google.
- Publish it if it is still a draft.
Confirm who is issuing the passes
Passes are issued and signed by Piing, using Piing's own Apple and Google credentials. There is nothing for you to upload, configure or renew, so on a normal setup this step is not the problem. On the Issuing & NFC tab the status reads Piing-managed when Piing is issuing your passes.
The exception is a brand that has chosen to issue under its own Apple and Google developer accounts. Only then are there credentials that can be wrong.
- Open Issuing & NFC and check the status for the platform in question.
- If it reads Piing-managed, move on to the next step.
- If your brand issues under its own accounts, check the Apple Team ID and Pass Type ID, and the Google service account, are the right ones and still valid.
Test the claim link yourself
Issue yourself a test pass to separate a design or issuing problem from a single customer's device.
- Generate a claim link under Wallet Studio then Distribution. See Claim links and QR codes.
- Scan its QR code with your own phone camera and try to add the pass. A pass can only install on a phone, so opening the link on a laptop is not a valid test.
- Check Pass Holders to confirm the enrolment was recorded.
If your own test pass installs, the design and issuing are fine and the issue is specific to the customer's device or link.
Check the customer's side
If your test works but a customer's does not:
- Right platform. Apple Wallet is for iPhone; Google Wallet is for Android. Confirm the customer is using the matching link and device.
- Link still valid. Ask the customer to reopen the most recent claim link rather than an old one.
- Network. Adding a pass needs a working connection. Ask them to try again on a stable network.
- Wallet app present. On Android, Google Wallet must be installed and signed in.
Confirm the install was recorded
When a pass installs successfully, Piing records it and can fire a piing.wallet.installed event with the platform. If you have that event connected to a tool, a successful install should show up there. No record usually means the install did not complete, so return to the steps above.
Tip
When you change a published pass design, existing passes update over the air rather than needing a reinstall. A customer does not need to remove and re-add a pass to get a design change.
Still not installing
If passes still will not install after these checks, note the platform, whether your own test pass works, and what the customer sees, then contact us.
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