Overview
Sometimes customers complete the card installation process, but the card doesn't appear in their Apple Wallet or Google Wallet. This usually happens when the installation process starts but doesn't fully complete—typically because the customer misses the final "Add" button in the top-right corner of their screen.
Common symptoms:
Customer says they installed the card, but it's not in their wallet
Your system shows the card status as "Installed"
Customer tries the installation link again but gets an error
Card works on your end but customer can't see it on their phone
Why this matters: When installation doesn't complete properly, the system registers the card as installed even though it's not actually in the customer's wallet. This prevents new installation attempts until you manually reset the status.
Understanding the Problem
What Causes Incomplete Installation
The installation process has multiple steps:
Customer receives installation link
Customer opens link and sees their pre-filled information
Customer taps through to the final screen
Critical step: Customer must tap Add (or Add to Apple Wallet / Add to Google Wallet) in the top-right corner
System registers card as installed
The problem occurs at step 4: If the customer closes the browser or backs out before tapping the final "Add" button, the system marks the card as "Installed" but it never actually saves to their wallet.
Why the Installation Link Stops Working
Once the system shows a customer's status as "Installed," it prevents duplicate installations as a security measure. This is normally helpful—it stops customers from accidentally installing multiple copies of the same card. However, when the installation didn't actually complete, this safety feature blocks legitimate installation attempts.
Solution: Resetting and Reinstalling the Card
Before You Begin
Access to your Perkstar dashboard
Ability to contact the customer (to send them the new installation link)
For Android customers: Confirm Google Wallet is installed on their device
Step-by-Step: Reset Installation Status
Navigate to the Customer Profile
Go to Customers in your dashboard
Find and click on the affected customer's profile
Scroll down to view their account details
Check Current Status
Look for the Status field in their profile
If it says Installed, this is preventing new installation attempts
You need to reset this status
Delete the Installation Status
Click on the Status field
Select Delete
This tells the system no card is currently connected to this account
The status change is immediate
Get the Installation Link
In the customer's profile, locate the card installation link
Copy this link—it's pre-filled with the customer's information
Send Link to Customer
Share the installation link with your customer (SMS, email, messaging app)
Include clear instructions (see next section)
Step-by-Step: Customer Installation Instructions
Provide these instructions to your customer:
Open the installation link on your phone
Review the pre-filled information—do not change any fields
Tap through the installation screens
Critical: On the final screen, tap "Add" in the top-right corner
On iPhone: Add to Apple Wallet (top-right)
On Android: Add or Add to Google Wallet (top-right)
Verify the card appears in your wallet app
Important: Emphasize step 4 to customers—this is the most commonly missed step.
Prevention Tips
For Your Business
Clear installation instructions:
Create a simple instruction card or image showing the "Add" button location
Send instructions along with the installation link
Use screenshots highlighting the top-right button
Staff training:
Train staff to walk customers through installation in-store when possible
Have staff verify the card appears in the customer's wallet before they leave
Keep these troubleshooting steps handy for support situations
Proactive communication:
When sending installation links, include: "Make sure to tap 'Add' in the top-right corner to complete installation"
Follow up with new customers to confirm successful installation
For Android Customers
Google Wallet requirement:
Android devices don't automatically have Google Wallet installed
Before sending an installation link to Android users, ask: "Do you have Google Wallet installed?"
If not, direct them to install Google Wallet from the Play Store first
After Google Wallet is installed, they can proceed with card installation
iPhone users: All Apple devices come with Apple Wallet pre-installed, so this extra step isn't necessary.
Common Scenarios
New Device or Lost Phone
When a customer gets a new device or loses their phone:
The same process applies:
Check their profile—status will still show "Installed" from the old device
Delete the installation status
Send a new installation link for their new device
Customer installs on the new device following the complete process
Important: You must reset the status each time a card needs to be installed on a different device. The system treats each device as a separate installation.
Customer Switched from iPhone to Android (or vice versa)
Same troubleshooting steps:
Delete the existing installation status
For Android: Ensure Google Wallet is installed first
Send the installation link
Customer completes installation on new platform
Multiple Failed Installation Attempts
If a customer tries multiple times and it still doesn't work:
Verify they deleted the status before sending the new link
Confirm the customer is tapping "Add" in the top-right corner
Check device compatibility: Ensure their device supports digital wallets
Contact support: If issues persist after following all steps correctly, reach out to Boomerangme support
Troubleshooting
Customer receives error when clicking installation link
Check: Is status set to "Installed"?
Solution: Delete the installation status and resend the link
Card still doesn't appear after following all steps
Check: Did customer tap "Add" in the top-right corner?
Check: (Android) Is Google Wallet installed?
Check: Is the customer checking the correct wallet app?
Solution: Walk through installation via phone/video call if possible
Status keeps reverting to "Installed"
Check: Is customer completing the full installation process?
Solution: Send detailed instructions emphasizing the final "Add" button
Android customer can't find Google Wallet
Solution: Direct them to Play Store → Search "Google Wallet" → Install
After installation, they can return to the card installation link
Customer says they tapped "Add" but card still isn't there
Check: Have them completely close and reopen their wallet app
Check: Have them restart their phone
Solution: If still not visible, delete status and try again
Multiple customers reporting the same issue
Possible cause: Your installation instructions may need clarification
Solution: Update your customer communications to emphasize the final "Add" step
Frequently Asked Questions
Why does the system show "Installed" when the card isn't actually in the customer's wallet? The system registers the installation as started when the customer opens the link and begins the process. If they don't complete the final "Add" step, the system still marks it as installed to prevent duplicate attempts.
Will deleting the status remove any of the customer's information or points? No. Deleting the installation status only resets the technical connection between their account and their device. All customer data, points, stamps, and account information remain intact.
Can I delete the status before the customer tries to reinstall? Yes—you can proactively delete the status when a customer reports the issue, then send them the installation link immediately after.
How many times can I delete and reinstall a customer's card? There's no limit. You can repeat this process as many times as needed (new devices, lost phones, failed installations, etc.).
What if the customer changed their phone number or email? Update their information in their customer profile first, then delete the installation status and send the new link. The link will automatically include their updated information.
Do customers need to do anything special with the pre-filled information? No—they should NOT change any information. The link is personalized to their account. If they modify fields, it may cause errors.
Can customers reinstall on a second device without me deleting the status? No. The system allows one active installation at a time. You must delete the status before they can install on any new device.
What if I accidentally deleted the status but the card was actually working? The customer will need to reinstall using the new link. Their account data is preserved, but the card will need to be re-added to their wallet.
Need Additional Help?
If you've followed all troubleshooting steps and the card still won't install:
Gather information:
Customer's device type (iPhone/Android model)
Google Wallet installation status (for Android)
Exact error messages received
Screenshots if available
Contact Perkstar Support:
Provide the customer profile details
Share the troubleshooting steps already attempted
Include any error messages or screenshots
Support can investigate deeper technical issues and provide specialized assistance for complex scenarios.
Pro tip: Keep a saved message template with installation instructions (including the "tap Add in top-right" reminder) that you can quickly send to customers along with their installation links. This prevents most installation issues before they happen.