Single-Device Cards & Switching Phones

Why cards are single-device by default

Every card works on one device at a time unless you turn on the multi-device option (below). This isn't a limitation — it protects your program: a customer can't hand their sign-up link or a screenshot of their card to someone else and have both people collect stamps or points on the same card. The card simply follows the customer to whichever device they installed it on last.

A customer gets a new phone

Nothing special needed on your side. The customer opens your sign-up link (or the QR code), fills in the form with the same email they used the first time, and the page says Check your inbox: we email them their card. They tap Add to Wallet in that email and the card appears on the new phone with their stamps or points exactly as they were. The card on the old phone automatically deactivates — it will no longer scan at the counter. They can also simply reopen the signup confirmation email they got the first time.

A customer loses their phone

Same fix as above: they fill in your sign-up form again with the same email and add the card from the email we send. Their balance carries over to whichever device installs the card next, so nothing is lost. If they signed up with a phone number only, the form gives them a new, empty card instead.

Letting a card live on several phones

Some customers genuinely want the same card on more than one device — a couple sharing a household account, or a customer who splits time between a personal and a work phone. You can allow this per card:

Open the card's Setup tab → Sign-up info → turn on Allow this card on several phones. By default a card works on one phone: installing it on a new phone deactivates the previous one. Enable this to let one customer keep the same card on several phones — the balance stays in sync across all of them.

This is off by default for every card, and you set it separately for each one. Changing it requires Editor access or higher — see Team Roles & Permissions.

Printed and PDF QR codes

If a customer used the Download PDF option — the printable version of the card offered to people on devices without Apple or Google Wallet, see Common Sign-Up Issues and Fixes — that printed or PDF code shares the card's current code. It keeps working alongside the customer's first digital install. But once a customer with the card in a wallet installs it again on another or new phone, the card's code is re-issued — and any older printed or PDF copy stops scanning along with the old device. Point them to the sign-up link to get a fresh, working card.

Recovering a card from the signup confirmation email

The signup confirmation email a customer gets right after signing up carries the same Add to Wallet buttons as their original sign-up link — it's a handy backup if they get distracted before adding the card, or need to reinstall it on a new or lost phone later. Forwarding that email to someone else doesn't create a second, independent card: both people installing it are still bound by the single-device rule above.