Overview
When a customer receives your card installation link or scans your QR code, they'll be taken through a short setup flow to add your loyalty card to their Apple Wallet. This guide walks through what that experience looks like so you can assist customers if they need help.
The customer installation flow
Step 1: Open the card installation form
The customer opens your card installation link or scans the QR code (from your promotional materials, website, or ad campaign). This opens the card issuing form on their phone.
Step 2: Fill in their details
The customer fills in the fields you configured in your card issuing form. By default, this includes:
First Name
Last Name
Contact Number
Email
Any fields you marked as required must be completed before the customer can proceed.
Step 3: Add the card to Apple Wallet
The customer taps Install in Apple Wallet.
The card loads in Apple Wallet. The customer taps the Add button in the top-right corner to save it.
The loyalty card is now installed and ready to use.
How customers view and manage their card
Once installed, customers can access their card at any time:
Open the Wallet app on their iPhone.
Tap on the loyalty card to view details.
Tap the three-dot menu (···) in the top-right corner to open additional options.
From here, customers can:
Tap Pass Details to view information like available visits, total visits used, and benefits. All active links you configured are displayed on the back of the card
Tap Notifications to manage their notification preferences
Customer notification settings
Your customers can control three notification settings for their card:
Automatic updates
When enabled, the card automatically reflects the latest changes you make — such as updated visit counts, point balances, or rewards.
Allow notifications
When enabled, the customer receives push notifications you send, including promotions, reminders, and transactional updates (e.g., "You earned a stamp!").
Suggest on lock screen
When enabled, the card appears as a suggestion on the customer's lock screen when they are near one of your business locations. This makes check-ins and redemptions more convenient.
Tip: If a customer reports they aren't receiving your push notifications, ask them to check that both Allow Notifications and Automatic Updates are enabled in their card settings.
How customers remove a card
If a customer no longer needs the card, they can tap the three-dot menu (···) and select Remove Pass. This permanently deletes the card from their Wallet.
Important: If a customer removes and reinstalls a card, they will receive a fresh version. You may need to manually restore their previous balance or stamps in their customer profile.
FAQs
Why can't my customer tap links on the back of their card?
If the customer opens the card in quick view, links may not be tappable. Ask them to open the card through the Wallet app instead to access all active links.
A customer says their card isn't updating — what should I check?
Ask the customer to open their card, tap the three-dot menu (···), go to Notifications, and confirm that Automatic Updates is enabled.
A customer removed their card — can they get it back?
Yes. Share your card installation link or QR code with them again. After reinstalling, you may need to manually add their previous stamps, points, or balance in their customer profile.