I'll create a comprehensive troubleshooting article for this notification-related status issue, following our established quality patterns.
Overview
Sometimes your loyalty card appears in your Apple Wallet or Google Wallet, but your business's system shows it as "Not Installed." This disconnect happens when notifications are disabled on the card—preventing the system from communicating with the card and verifying its active status.
Common symptoms:
Card is visible in customer's wallet app
Business dashboard shows status as "Not Installed"
Customer can see the card but may not receive updates
Card appears inactive even though customer has it installed
Why this matters: The card requires enabled notifications to maintain its connection with your business's system. Without notifications, the system cannot send updates, verify the installation, or communicate changes (balance updates, new offers, program changes) to the customer's card.
Understanding the Problem
Why Notifications Affect Installation Status
Digital loyalty cards use push notifications as a two-way communication channel between your business's system and the customer's device. When a customer installs a card, the system registers it as "Installed" and establishes this notification connection.
What notifications enable:
Real-time balance and point updates
Program changes and offer notifications
System verification that the card is active
Automatic card updates (design changes, expiration dates)
Promotional messages and announcements
What happens when notifications are disabled: When a customer turns off notifications—either for the specific card, the wallet app, or their browser—the system loses its communication channel. Without this connection, the system cannot verify the card is still active and installed, so it marks the status as "Not Installed" as a safety measure.
Important distinction: The card remains physically present in the customer's wallet and can still be scanned. However, it won't receive real-time updates, and your dashboard will show it as not installed, which can affect reporting and customer management.
Solution: Enable Notifications
The fix is straightforward: customers need to enable notifications for their loyalty card. The specific steps depend on whether they're using Apple Wallet, Google Wallet, or a PWA (Progressive Web App) card in their browser.
For iPhone Users (Apple Wallet)
Step 1: Open the Card
Open Apple Wallet app
Find and tap on your loyalty card
Step 2: Access Card Settings
Tap the three dots (•••) in the top-right corner, or
Tap the (i) information icon on the card
Step 3: Enable Automatic Updates
Look for Automatic Updates setting
Toggle Automatic Updates to ON (green)
This enables both notifications and automatic card updates
Step 4: Verify Device Notifications
Go to iPhone Settings → Notifications → Wallet
Ensure Allow Notifications is enabled
This ensures system-level permissions are correct
Result: Once enabled, the card's status will change back to "Installed" in your business's system, typically within a few minutes. The customer will now receive balance updates and promotional notifications.
For Android Users: Google Wallet Cards
Google Wallet has a limit of 3 push notifications per day per card, but notifications must still be enabled for the card to maintain its "Installed" status.
Step 1: Open the Card
Open Google Wallet app
Tap on your loyalty card
Step 2: Access Card Settings
Tap the three dots (⋮) menu icon, or
Look for card settings/details option
Step 3: Enable Notifications
Find Notifications or Updates setting
Enable notifications for this card
Confirm the toggle is ON
Step 4: Check Wallet App Permissions
Go to Android Settings → Apps → Google Wallet
Tap Notifications
Ensure notifications are Allowed
Check that the relevant notification categories are enabled
Step 5: Verify System Permissions
Some Android devices have additional permission layers
Check Settings → Notifications for app-specific controls
Ensure Google Wallet has notification permissions
Important note: Even with the 3 notification per day limit, the card needs notification permissions enabled to maintain the "Installed" status and receive critical updates like balance changes.
For Android Users: PWA (Browser) Cards
Some loyalty cards are installed as Progressive Web Apps (PWAs) through Chrome or another browser rather than through Google Wallet. These cards have different notification settings.
Step 1: Open the Card in Your Browser
Open Chrome (recommended) or your preferred browser
Navigate to your loyalty card (may be saved as a bookmark or home screen icon)
The card opens in the browser rather than a wallet app
Step 2: Access Browser Menu
Tap the three dots (⋮) in the browser
Look for Settings or Site Settings option
Step 3: Enable Push Notifications
Find Notifications or Push Notifications setting
Enable notifications for this site/card
Allow the browser to show notifications
Step 4: Check Browser Notification Permissions
Go to Android Settings → Apps → Chrome (or your browser)
Tap Notifications
Ensure notifications are Allowed
Step 5: Check Site-Specific Permissions
In Chrome, tap the lock icon or (i) next to the URL
Check Notifications permission for this specific site
Ensure it's set to Allow
Result: With notifications enabled, the PWA card can communicate with your business's system and will show as "Installed" in the dashboard.
Platform-Specific Notes
Apple Wallet (iOS)
Automatic Updates setting: This is the critical toggle for iOS devices. "Automatic Updates" encompasses both notifications and the ability for the card to receive real-time changes from your business.
System-level requirements: Even with card-level settings enabled, the Wallet app itself must have notification permissions at the iOS system level. Check both locations.
Privacy considerations: Some customers disable notifications for privacy reasons. Explain that loyalty card notifications only include relevant program updates (points earned, offers available) and are controlled by your business's notification strategy.
Google Wallet (Android)
3 notification per day limit: Google Wallet restricts cards to 3 push notifications per 24-hour period. However, the card still needs notification permissions enabled to:
Maintain "Installed" status
Receive balance updates (which don't count toward the limit)
Update card design or information automatically
Multiple permission layers: Android devices often have notification controls at:
Card level (within Google Wallet)
App level (Google Wallet app permissions)
System level (Android notification settings) All three layers must allow notifications.
PWA Cards (Browser-Based)
Chrome recommended: PWA cards work best in Chrome, which has the most robust PWA support. Other browsers may work but can have inconsistent notification behavior.
Home screen installation: If customers add the PWA card to their home screen, it behaves more like a native app but still requires browser notification permissions.
Site permissions: Each PWA card is treated as a separate website with its own permission settings. Customers need to enable notifications specifically for your loyalty card's domain.
Prevention and Best Practices
For Your Business
Clear installation instructions: When customers first install cards, include guidance about enabling notifications:
"Make sure to enable notifications so your card receives balance updates"
"Turn on Automatic Updates in Apple Wallet to keep your card current"
Include this in welcome emails or in-store signage
Proactive monitoring:
Regularly check for customers showing "Not Installed" status
Reach out to these customers with simple fix instructions
Train staff to help customers enable notifications during installation
Communication templates: Create saved messages for staff to quickly send to customers:
For iPhone: "To ensure your loyalty card stays updated: Open Apple Wallet → Tap your [Business Name] card → Tap (•••) → Enable Automatic Updates"
For Android (Google Wallet): "To keep your card active: Open Google Wallet → Tap your [Business Name] card → Enable notifications in card settings"
For Android (PWA): "To receive card updates: Open your card in Chrome → Tap (⋮) → Settings → Enable notifications"
For Customers
Why enable notifications: Help customers understand the benefits:
Real-time balance updates after each purchase
Instant notification of earned rewards
Special offers and promotional announcements
Automatic card updates without reinstalling
Privacy and control: Assure customers they control notification frequency through your business's settings, and they can adjust preferences without disabling notifications entirely.
Troubleshooting checklist: Provide customers with a simple checklist:
✓ Card is installed in wallet/browser
✓ Notifications enabled on the card
✓ Notifications enabled for the wallet app/browser
✓ System-level notification permissions granted
Common Scenarios
Customer Says Card Was Working, Now Shows Not Installed
Likely cause: Customer disabled notifications, either accidentally or intentionally.
Solution:
Ask customer to check notification settings using the appropriate guide above
Walk through enabling notifications step-by-step if needed
Verify status changes to "Installed" in your system
New Phone or Factory Reset
When customers get a new device or reset their phone:
iPhone users:
Reinstall the card from your business
Enable Automatic Updates during installation
Don't skip the notification permission prompt
Android users:
Reinstall the card (Google Wallet or PWA)
Enable notifications when prompted
Grant all necessary permissions during setup
Customer Disabled Notifications for Privacy
Some customers intentionally disable notifications for privacy or to reduce notification clutter.
Address the concern:
Explain that loyalty cards only send relevant program updates
Mention they won't receive spam or excessive notifications
Clarify that notification frequency is controlled by your business's policies
Offer to adjust their notification preferences in your system if your platform supports it
Alternative solution: If the customer absolutely refuses to enable notifications, they may need to check their balance manually through other channels (your website, asking staff). However, explain that the card won't update automatically and may show incorrect balances.
Multiple Cards from Same Business
If a customer has multiple cards from your business (different programs or locations):
Each card needs notifications enabled separately:
Settings apply per card, not per business
Customer must enable notifications for each individual card
Check each card's status in your system
Troubleshooting
Card still shows "Not Installed" after enabling notifications
Wait time: Changes can take a few minutes to sync
Force sync: Have customer close and reopen the wallet app/browser
Restart device: Sometimes a device restart helps establish the connection
Check all permission layers: Verify card-level, app-level, and system-level permissions
Notifications are enabled but customer isn't receiving updates
Check business settings: Verify notifications are enabled in your business's dashboard
Test with manual notification: Send a test notification to confirm delivery
Platform limits: Remember Google Wallet's 3-per-day limit
Delivery delays: Some notifications may take several minutes to arrive
Customer can't find notification settings on their card
Platform confirmation: Verify if they're using Apple Wallet, Google Wallet, or PWA
App version: Ensure their wallet app is updated to the latest version
Screen sharing: Consider using phone/video support to walk through settings
Screenshots: Send platform-specific screenshots showing where to find settings
Status keeps reverting to "Not Installed"
Permissions being reset: Some Android battery-optimization features disable notifications
App restrictions: Check if the wallet app/browser is being restricted by power-saving modes
Solution: Add wallet app/browser to exempt list in battery optimization settings
Different status between Apple and Android customers
Platform differences: This is normal due to different notification architectures
Separate fixes required: Use platform-specific instructions for each customer type
Frequently Asked Questions
Why does my business's system show "Not Installed" when the card is clearly in the customer's wallet?
The system needs an active notification connection to verify the card is installed and functional. Without notifications, it can't confirm the card's status, so it defaults to "Not Installed" for safety.
Will the card still work at checkout if it shows "Not Installed"?
Yes, the card can still be scanned and processed. However, it won't receive real-time updates, so the customer may see outdated balances or miss promotional offers.
Can customers use the card without enabling notifications?
Technically yes, but it's not recommended. The card won't receive automatic updates, won't show current balances, and will appear as "Not Installed" in your system, which affects reporting and customer management.
What's the difference between Apple's "Automatic Updates" and notifications?
On iOS, "Automatic Updates" includes notification permissions and the ability for the card to receive changes from your business. It's a broader setting that encompasses notifications.
Why does Google Wallet limit notifications to 3 per day?
This is a Google-imposed restriction to prevent spam and protect user experience. However, balance updates and card changes don't count toward this limit—only promotional push notifications do.
How long does it take for the status to change after enabling notifications? Usually within a few minutes. If it takes longer, have the customer close and reopen their wallet app, or restart their device.
Can I bulk-notify customers whose cards show "Not Installed"?
Yes, you can identify these customers in your dashboard and send them instructions. Use a gentle, helpful tone explaining how to re-enable notifications.
What if a customer has an older device that doesn't support notifications well?
Very old devices may have limited notification support. These customers might need to check balances manually or consider updating their device. However, most devices from the last 5-7 years support digital wallet notifications.
Do PWA cards behave differently than Google Wallet cards?
Yes, they use different notification systems. PWA cards rely on browser notifications while Google Wallet uses the native Android notification system. Both need permissions enabled but through different settings.
Will disabling and re-enabling notifications fix the issue?
Sometimes, but it's usually enough to just enable them if they're disabled. If that doesn't work, having the customer close/reopen the app or restart their device can help.
Can customers control how many notifications they receive?
The frequency is controlled by your business's notification strategy. However, customers enabling notifications doesn't mean they'll be overwhelmed—you control when and how often to send messages.
What if a customer says they never disabled notifications?
Sometimes system updates, app updates, or battery optimization features can reset notification permissions without the user's knowledge. Walk them through checking and re-enabling if necessary.
Does this affect all customers or just some?
Only customers who have disabled notifications (intentionally or accidentally) will show as "Not Installed" despite having the card. Customers who keep notifications enabled won't experience this issue.
Can I see which customers have notifications disabled?
Customers showing "Not Installed" status despite having previously installed cards likely have disabled notifications. Use this as an indicator to reach out with helpful instructions.
Need Additional Help?
If customers continue experiencing issues after following these steps:
Gather information:
Device type and operating system version
Whether using Apple Wallet, Google Wallet, or PWA
Screenshots of notification settings
Confirmation that all permission layers are enabled
Escalate to support: Contact your loyalty platform's support team with:
Customer's profile information
Description of troubleshooting steps already attempted
Platform-specific details
Screenshots if available
Alternative solutions: If technical issues prevent notification functionality:
Customers can check balances through your website or app
Staff can verify balances in-store during transactions
Consider reinstalling the card completely if all else fails
Prevention is key: Include notification setup instructions in your initial card installation process. A simple reminder to enable notifications during installation prevents most "Not Installed" status issues before they occur.