Troubleshooting

Why isn't a pass updating?

A pass shows the old details after you changed it - the four things to check, in the order that finds the cause fastest, and how to force a refresh on the phone.

A customer didn't get their pass

PocketPass doesn't email passes for you - so if a customer has nothing, the question is how the install link was meant to reach them. Where to find it and how to re-send.

My issuance form says it isn't available

The two different unavailable messages a form can show, what each one means, and how to tell which problem you have - it's usually the form being switched off or its template archived.

My webhook isn't arriving

Nothing reaching your endpoint, or signature checks failing - the checks that find the cause, in order, and the two mistakes that account for most cases.

Frequently asked questions

Short answers to the questions asked most often about PocketPass - wallets and devices, issuing passes, updates and messaging, the API, and account questions.