Customer can't see the card in their wallet

Apple (iPhone): The most common issue — the customer dismissed the card preview without tapping Add in the top-right corner. Ask them to open the sign-up link again and this time tap Add when the card preview appears.

Google (Android): The customer needs to complete all steps in the Google Wallet app. If they closed it too early, they can try the link again.

Both platforms: Ask the customer to open their Wallet app and check the cards list — the card might be there but not shown on the lock screen yet.

Customer sees "Card Temporarily Unavailable" or "Card No Longer Available"

These are not sign-up errors — they mean the card has been paused or removed on your side.

Paused — you or the system paused the card (e.g., when a plan limit is reached). Go to your dashboard, find the card, and unpause it. If you've hit your plan limit, upgrade from Account → Subscription & Billing or pause a different card to free up capacity.
Removed — the card has been deleted. Existing customers keep their installed card, but no new sign-ups are possible.

Customer is on a device without Apple or Google Wallet

Some older devices or certain regions don't support wallet apps. In this case, the sign-up page offers a Download PDF option — a printable version of the card with a QR code your scanner can read.

QR code doesn't work

Customer scanning in-store:

Make sure the QR code is printed clearly and not too small
The customer should use their phone's camera app (not a third-party QR scanner)
Check that the QR code links to the correct URL — test it yourself first

Customer on mobile (tapped a link, not scanning): If the customer is already on their phone (e.g., from an Instagram post or text message), they don't need to scan a QR code. They should tap the link directly — it opens the sign-up page.

Form validation errors

"This field is required" — the customer skipped a required field (name, email, etc.). They need to fill in all required fields before submitting.

"You must agree to the Privacy Policy" — the customer needs to check the consent checkbox before the form can be submitted.

"Failed to submit data" — a temporary server issue. Ask the customer to wait a moment and try again.

Customer signed up but didn't receive the card

If data collection is enabled, the customer fills in the form first, then sees the wallet buttons. Make sure they completed both steps:

1. Filled in the form and tapped Submit 2. Tapped Add to Apple Wallet or Add to Google Wallet on the next screen

If they only completed step 1, their data was collected but the card wasn't installed. They can open the link again — if their email is recognized, they'll skip straight to the wallet buttons.

Recurring sign-up issues

If multiple customers report the same problem:

Test the link yourself — open it on your phone and go through the full sign-up flow
Try a different browser — some in-app browsers (Instagram, Facebook) can cause issues. Ask the customer to open the link in Safari or Chrome instead
Check your card status — make sure the card is published and not paused
Check your plan — make sure you haven't hit your card issue limit

If the problem persists, contact support with the card link and a description of what the customer sees.