The first thing to establish is how the pass was supposed to reach them, because PocketPass doesn't send it for you.
PocketPass doesn't email passes
Creating a pass creates the pass and its install link. It doesn't email, text or notify anybody.
Getting that link to the customer is your step - through your own emails, your checkout, a QR code, or an issuance form they used themselves.
So "the customer didn't get their pass" almost always means the link didn't reach them, not that anything failed here.
Check the pass exists
Search Passes for the customer's reference or name.
If there's no pass, it was never created. Common causes:
- The order, booking or signup that should have triggered it didn't.
- An issuance form submission never completed - people abandon forms.
- An API call failed and wasn't retried. Check your own logs.
If the pass is there, it's a delivery problem, not a creation problem. Continue below.
Get them the link
Open the pass and you'll find its install link and QR code. Send the link however suits - email, SMS, or read the QR out on a screen if they're in front of you.
The link doesn't expire and can be used repeatedly, so re-sending is always safe.
If they're standing with you, showing the QR code on your screen for them to scan is the fastest fix. It skips email entirely and takes about ten seconds.
If it was in an email you sent
Then it's an email problem, and the usual checks apply: the right address, the spam folder, and whether your email system actually sent it. Your email provider's logs will tell you more than PocketPass can, since the send happened there.
If they used an issuance form
Check whether a pass exists for them at all. If not, they didn't complete the form - the pass is only created on submission.
If the form itself isn't loading for people, see My issuance form says it isn't available.
If they say the link doesn't work
Two things to check:
Are they on a phone? Passes can only be added from a phone. On a laptop the page loads but the buttons can't do anything. This is by far the most common cause - see How customers add a pass.
What does the page say? If it says the pass isn't available, the pass has been voided, deactivated, or has passed its expiry. Check its status - see Pass statuses.
If they had it and it's gone
They deleted it, or they're on a different phone. Either way the same install link works again. The pass status will show as removed if they deleted it.
Preventing it
- Put the install link everywhere - the confirmation email, the order page, the receipt.
- Include the QR code as well as the link, so it works whichever device they're reading on.
- Say what it is. "Add your membership card to Apple Wallet" gets tapped; a bare link doesn't.
- Watch your install rate on the Overview. A big gap between issued and installed means the link isn't landing, not that customers don't want the pass.