Troubleshoot Wallet installs

Use these checks when a customer cannot add a pass to Apple Wallet or Google Wallet.

Written By Carrott Support

Last updated About 1 month ago

First checks

Ask the customer to:

Open the join link again.
Confirm the signup form was completed.
Check their internet connection.
Try from the phone they want to use.
Update Apple Wallet or Google Wallet if needed.

Apple Wallet

Apple Wallet is usually available on iPhone and supported Apple devices. If the Apple button is disabled or unavailable, the customer's device or browser may not support adding the pass.

Ask them to try:

Opening the link in Safari on iPhone
Turning off content blockers for the page
Updating iOS
Restarting the Wallet app

Google Wallet

Google Wallet is usually the best option for Android customers. If Google Wallet is unavailable, ask the customer to install or update Google Wallet, then open the join link again.

If no wallet is available

The customer may still be registered even if they cannot install the pass immediately. Ask them to check their email for the welcome or install link, then try again from a supported device.

Common causes

Problem	What to check
Button does nothing	Browser support, pop-up blockers, or wallet app availability.
Pass is old	Publish the latest card changes and ask the customer to reopen the pass.
Customer cannot find pass	Ask them to search Apple Wallet or Google Wallet for the business name.
Wrong details on pass	Check the card template and customer card data.

When to contact support

Send support the card name, customer email or phone, device type, wallet app, and a screenshot of the error if possible.