Common Sign-Up Issues and Fixes

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. The page gives the same help itself when the card is slow to arrive: Didn't get the card? Try again, with Where to find your card and an Open Apple Wallet or Open Google Wallet button.

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, click Upgrade plan in the account menu behind your avatar (or under the Settings title) 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 sees "This card is already in your wallet"

That's expected, not a fault. An invite link works for one install, and this one has been used, so the page tells the customer the card is already in their wallet and that a card works on one phone at a time. They should open the card from their wallet app. If they need it on a different phone, see Members-Only Cards & Invite Codes for how to issue a new code.

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 form and the wallet badge are on the same screen. Make sure the customer did both:

1. Filled in the required fields and ticked the privacy consent box (until then the badge looks dimmed) 2. Tapped Add to Apple Wallet or Add to Google Wallet under the form

If they left before tapping the badge, the card wasn't issued yet. They can open the link again and fill in the form with the same email — they go straight to the wallet badge.

Customer signs up again with the same email

If someone who already has your card fills in the sign-up form again with the same email, they don't get a second card. The page says Check your inbox and we email their card to that address, with its stamps or points as they were. They open the email and tap Add to Wallet. If we already emailed it recently (usually within the last hour), the page says so and no second email goes out — ask them to check their spam folder. When you test your own sign-up page while logged in to the dashboard, you still get a new test card. To see what a returning customer sees, use a private window or log out.

The same happens when your form asks for a membership number (or another customer ID) and someone types a number that's already on a card: the card goes to the email address that member gave you, never to the screen. If that member has no email on file (for example, a customer your point-of-sale system added with just their number and phone), they get their card on screen when they also type the phone number you have for them, and the email they type is saved. Otherwise the page asks them to show the screen to your staff: in Customers, open the customer, tap ⋯ → Edit details and add their email, then ask them to fill in the form again and we email them the card.

An expired card works the same way on a sign-up page anyone can use: we email the card, and when the customer opens that email and taps Add to Wallet, the card is renewed for another period of your Card validity, with their level and points kept. (On a members-only card, you renew it yourself from the customer's page.) This applies to cards with a Card validity period; for any other card, the customer gets a new card.

A used-up coupon is different: the customer gets a new card straight away. Customers who signed up with a phone number only also get a new card, because there's no address to send the old one to.

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 — the Instagram and Facebook in-app browsers can't add cards to a wallet. If your form asks for an email, the page there says Get your card by email: the customer taps Email me my card, then opens the email on their phone and taps Add to Wallet. If it doesn't, the page says Open in your browser, shows two steps, and has Copy link instead and Already in a normal browser? Continue here buttons. Sharing your link on Instagram? Keep the email field in your form, so customers there can get their card by email
• 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.