How Customers Sign Up and Get Their Pass | Passtastic Help
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How Customers Sign Up and Get Their Pass

The customer journey

When someone scans your QR code or taps your link, here's what they experience:

1. They open your sign-up page

The page shows your logo and business name at the top, in your card's colours, with a language button beside them. Under that come your photo, what the customer gets (for example, "Reward after 8 stamps: Free coffee"), your short description, then the form and the wallet buttons. It automatically appears in the customer's browser language (if supported), and the language button lets them pick another one.

2. They fill in their details (if you enabled data collection)

They see exactly the details you ticked, and every one of them must be filled in: First name, Last name, Email, Phone, Birthday, Address, plus any questions of your own. You choose them when you create the card (Ask customers for their details) and can change them any time under Setup → Sign-up info. Asking for a last name always asks for the first name too. Changing the list affects new sign-ups only; customers who already joined keep what they gave you. They also agree to the privacy policy.

Customers who joined before the name was split into two boxes had their name divided once for you: the first word became the first name, and the rest became the last name. If one looks wrong, you can fix it from the Customers page — see Using the Customers Page.

If data collection is turned off, this step is skipped — they go straight to installing the card.

3. They add the card to their wallet

Two buttons appear: Add to Apple Wallet and Add to Google Wallet. The customer taps the one that matches their phone.

  • Apple Wallet — the card preview appears, and they tap Add in the top-right corner
  • Google Wallet — they confirm adding the card when prompted

The card is now saved in their wallet app and accessible anytime from their lock screen or wallet.

Then they land on their own page

When your customer portal is on, the sign-up page turns into the customer's own page once the card is in their wallet: their card, what they can use today and your links. They come back to it anytime from the My rewards link on their card. If the portal is off, they see the usual "card added" screen. See Your Customer Portal.

When your customer portal is on, the page says Adding to your wallet… right after the tap. If the card hasn't shown up after about 20 seconds, it changes to Didn't get the card? Try again and shows Where to find your card: two short steps for their wallet app. With the customer portal off, there is no waiting screen: right after the tap the page shows Where to find your card with the two steps, an Open Apple Wallet or Open Google Wallet button, and a Didn't get the card? Try again button for a customer whose card hasn't appeared.

4. PDF fallback

If a customer's device doesn't support Apple or Google Wallet, they can download a PDF version of the card instead. The PDF includes a QR code that your scanner can read.

You share the sign-up page with customers through your card's Share tab. Options include:

  • QR code — print it as a poster, countertop display, or sticker. Customers scan it with their phone camera
  • Direct link — copy and paste into social media, emails, or messages
  • Website embed — copy a code snippet to add Apple & Google Wallet buttons to your website
  • Direct wallet links — separate links for Apple Wallet and Google Wallet specifically
  • Marketing materials — download ready-made posters and stickers with your QR code

What if someone signs up from their phone?

If a customer is already on their phone (e.g., they tapped a link in an Instagram post), the QR code step is skipped. They see the sign-up form directly and can add the card to their wallet right from the page. On a computer, the page says "Scan with your phone" and shows a QR code of the link, with Download PDF beside it. If the link was opened inside the Instagram or Facebook app, which can't add cards to a wallet, the page says Get your card by email: the customer fills in your form, taps Email me my card, then opens the email on their phone and taps Add to Wallet. If your form doesn't ask for an email, or the link is an invite with a code, the page says Open in your browser instead and shows two short steps, with Copy link instead and Already in a normal browser? Continue here under them.

What if someone signs up twice?

Someone who already has your card and signs up again with the same email doesn't get a second card. The page says Check your inbox and may show the start of the address (like a•••@gmail.com); we email them their existing card with its balance. This keeps your customer list free of duplicates and stops anyone from opening someone else's card by typing their email. See Common Sign-Up Issues and Fixes for the details.

Members-Only cards (invite code)

A Members-Only card is a guest list, not a public sign-up page — only people you invite can install it. The flow is slightly different:

1. You add the customer in your dashboard (or generate a batch of codes if data collection is on) and get their unique, one-time invite code.

2. You share the code with the customer — Copy code or Copy invite link from their row, then send it in person, by email, text, or however suits you.

3. If you sent a link, it takes the customer straight to the Add to Apple Wallet / Add to Google Wallet step — the code is applied for them, so there's nothing to type. If you handed over just the code, they open your sign-up link and type it into the Invite code field there. A code that isn't accepted shows a line asking them to check the code on the flyer or link.

Once the link has been opened, it keeps working until the card is actually installed, so someone who taps it and gets interrupted can come back to it later. An invite that's never opened expires with its code (72 hours by default) — just send a new one. Once the card is in a wallet, opening the link again shows This card is already in your wallet, with a line saying a card works on one phone at a time.

Each invite code covers a single card install, so nobody joins your guest list without your approval. Codes aren't tied to a phone or an email address, though — treat an invite link like the card itself and ask members not to pass it on.

See Members-Only Cards & Invite Codes for the full guide, including how to test your own card and generate codes in bulk.

Common sign-up issues

Customer says they don't see the card in their wallet

  • Apple: Make sure they tapped "Add" in the top-right corner of the card preview. If they dismissed it, they can try the link again.
  • Google: Make sure they completed all steps in the Google Wallet app.

Customer is on a device without Apple or Google Wallet They can use the PDF fallback — a downloadable version of the card they can show on screen or print.

"This account has reached the limit" Your plan's card issue limit has been reached. Upgrade your plan to continue issuing cards.

Customer runs into a sign-up issue repeatedly Ask them to try a different browser, clear their cache, or use the direct wallet link (Apple or Google) instead of the QR code. If the problem persists, contact support.