Contact support
How to reach Walletap support, what to put in a request so it can be answered on the first reply, and what support can change for you.
Walletap's own team answers support for the dashboard, the desktop and mobile apps and the API. Questions about Walletap go to us rather than to Apple, Google or the app stores, including questions about the apps you downloaded from them.
Before you start#
- Look up the message you are seeing in Troubleshooting, and check the FAQ. Most problems have a fix you can apply straight away.
- Have the email address you sign in to Walletap with to hand.
Ways to reach us#
| Channel | Where | Use it for |
|---|---|---|
| support@walletap.com | Anything. Attach screenshots or files. | |
| Contact form | walletap.com/contact-us | Questions before you sign up, and new projects. It reaches the same inbox. |
| Phone | +385 99 3518 286 | When it is quicker to talk it through. |
We usually reply within 24 hours on business days, in English or Croatian. Fixed response times apply only under a separately signed agreement.
Send a request#
- Write from your sign-in address
Email support@walletap.com from the address you sign in to Walletap with, so we can find your account straight away. If you work in another business's account as a team member, say which business.
- Say what happened
Describe what you did, what you expected, and what happened instead. Copy any message on screen word for word, for example Pass has been invalidated, rather than describing it.
- Say where and when
Name the template, such as Coffee Card, and the location. Give the date and time it happened, with your time zone.
- Identify the pass or member
Give the pass ID from the ID column on the template's Members tab, or the member's email address. One example is enough for a problem that affects many passes.
- Attach a screenshot
A screenshot or a short screen recording of the problem usually saves a round of questions.
You get a reply by email. Answer on the same thread so the history stays together.
What to add for each kind of problem#
| Problem | Also include |
|---|---|
| A pass doesn't reach the wallet | The phone model, which app the link was opened in, and the Devices count on the pass row |
| A scan is refused | The exact message, the device that scanned, and the app's version |
| A door doesn't open | The door, the colour the reader showed, and the time of the tap |
| A staff phone is blocked | The message on the phone and whose login it is signed in with |
| Payments | The company and location the sale was made at |
| The API | The method and path, the time of the request, the status code and the response body |
The app's version is at the bottom of Settings in the mobile app, and under Current Version in the desktop app's Settings.
Never send your API key, a password or a sign-in link. Support never needs them, and a sign-in link lets whoever opens it into your account.
What support can do for you#
Some changes are made by the support team rather than in the dashboard:
- Change the email address you sign in with. See Profile and sign-in.
- Plan changes the dashboard does not offer, such as when Change plan says the subscription cannot be switched there, and payment by direct debit by arrangement. See Billing.
- Enterprise plans, with hardware and installation, which are quoted rather than bought online.
- Delete your account. Write from the account's own email address. See Delete your account.
- The list of sub-processors that handle data for Walletap.
- Pass creation is unavailable for this account. Please contact support. This message means something on the account needs a person to look at it.
Requests from your customers#
Your customers' questions about a pass in their wallet belong with your business, because you issued it. Replies to a pass email already go to your account's email address.
Requests about personal data work the same way. You are the controller of your customers' data and Walletap is your processor. If a customer writes to Walletap about their data, we pass the request on to you. See the Terms of Service and the Privacy Policy.