Frequently asked questions

Short answers, grouped by topic. Each one links to the page with the full detail. If something is going wrong rather than unclear, start with Troubleshooting.

Getting started#

What is Walletap?

Walletap puts your business's cards in your customers' phone wallets: loyalty cards, memberships, event tickets, gift cards and coupons, in Apple Wallet and Google Wallet. You design a card once as a template, issue a pass to each customer, scan it at the counter or the door, and update it when something changes. See How Walletap works.

Do my customers need to install an app?

No. The pass goes into Apple Wallet on an iPhone or Google Wallet on Android, which the phone already has. On Android, the pass is added to Google Wallet from the Chrome browser. See Wallet platforms.

Do I need a developer?

No. You design, issue and scan passes in the dashboard and the apps. The API is there for when you want your own systems to issue or update passes.

Which kinds of pass can I make?

Five: Generic for membership and ID cards, Loyalty for points and stamp cards, Gift for a remaining balance, Event for tickets with a date, venue and seat, and Coupon / Offer for a discount or offer. See Pass types.

How do I try Walletap before paying?

Use the free plan. Create a template, issue passes to your own phone and scan them with the app. They are real passes, so what works for you works for your customers. The account owner can also start one free trial of a paid plan. It needs no card and never starts on its own. See Quick start and the price list.

Designing and changing passes#

Can I change a pass after it has been issued?

Yes. Saving a template's design updates the passes already in Apple Wallet. In Google Wallet, the parts of the design each pass carries, such as its background colour, change the next time that pass is updated. Changing one pass, such as a stamp, a balance or a field, updates that pass. The holder keeps the same card throughout. See Manage members.

Two choices are fixed when the template is created: Pass sharing and Require unlock. See Create a template.

Can a customer share a pass with someone else?

It depends on the template's Pass sharing, chosen when you create it:

• Multiple users: anyone with the link can add the pass.
• One user, many devices: the holder can add it to their own devices, and the wallet stops them passing it on. If they remove it from every device, the pass is invalidated.

What happens when a customer gets a new phone?

They open their pass link again on the new phone, from the original email or text, and add the pass. The pass page offers Add to wallet again even when the pass is already in a wallet. If they no longer have the link, send it again; see Can I send a pass again? below.

Why did a pass move to the expired section of the wallet?

Its Valid Until date has passed. That date is the pass's expiry in the wallet: Apple Wallet and Google Wallet move the pass to their expired passes, and scans are refused. A membership that renews shows its end date in a custom "valid until" field instead, so the card stays in the wallet across renewals. See Renewals and freezes.

What happens to passes when I delete a template?

A template that has issued passes is not deleted. Delete template is refused with a message saying how many passes it has, and that deleting it would break them for the people who installed them. A template with no passes is deleted. To stop passes being accepted, use ⋮ › Invalidate on their pass rows. See Templates.

Can a customer use a pass without a wallet app?

Yes, if you switch on Printable pass under DesignAdd to Wallet. The pass page then shows a Print pass button, and the printout carries the same QR code as the wallet pass. The button appears only on a valid pass.

Can a pass appear in more than one language?

Yes. Add languages under DesignLanguages, and the wallet shows the translation that matches the phone's language. When you issue a pass, Message language sets the language of the email or text that delivers it. See Fields.

Getting passes to customers#

How do customers get their pass?

They sign up themselves by scanning your sign-up QR code, or you add them: one at a time, from a file, from the apps, or over the API. When a pass has an email address or phone number, Walletap sends it there, as long as automatic delivery is on for that channel. Text messages use message credit. See Add members and How a pass reaches the holder.

Who is the pass email from?

From your template's name "via Walletap", for example Coffee Card via Walletap. Replies go to your account's email address. Every pass email has an unsubscribe link, and a person who uses it gets no further pass emails from your account.

Can I send a pass again?

In the mobile app, open the member and choose ⋮ › Resend on the pass. It sends the pass link to the phone number on file, by Viber, SMS or WhatsApp in your account's channel order. The QR button beside the pass shows a code the customer scans to add it. In the dashboard, ⋮ › Open on the pass row opens the pass page, and its address is the link to send. See Manage members.

Scanning and the apps#

Do I need the desktop app or the mobile app?

The desktop app suits a fixed counter or front desk and reads cards through a USB reader. The mobile app scans with the phone's camera and suits staff who move around. Both are included in every plan. See Which app do I need?.

Can one app scan passes from several templates?

Yes. In the app's Settings, Validate passes from sets which templates' passes this device accepts: All templates, Selected templates or Templates of the same type. A pass from any other template is refused with Pass from another template. See Scanning a pass.

How many phones can scan for my account?

Every phone, tablet and front-desk computer that runs the scanner counts toward your plan's devices. The mobile app shows the count under SettingsDevices. A device that has not been used for 30 days frees its slot on its own. An owner's login works on up to two phones or tablets at a time, and a staff login on one. See Devices.

Can my staff have their own logins?

Yes. Invite them under SettingsTeam members. Each person signs in with their own email address and can do what their role allows. See Team members.

Which languages are the apps in?

The desktop and mobile apps follow the device's language. To pick another, open Language in the app's Settings.

Loyalty, memberships and campaigns#

What is a campaign?

A rule that sends a notification to a template's pass holders: once at a set time, on a repeating schedule, around a birthday or an expiry date, or when something happens, such as a pass being added to a wallet or stamps reaching a number. It goes to everyone or only to the holders who match a rule. See Campaigns.

How many notifications can I send?

Notifications to passes in a wallet are included on every plan. Google Wallet itself allows a pass at most three messages that trigger a push notification in 24 hours, and can slow down an issuer it considers to be spamming. How the notification looks on the lock screen is up to Apple Wallet and Google Wallet. See Push notifications.

Can I take payments for memberships?

Yes. Each company connects its own Stripe account under SettingsIntegrations, and payouts land on that account's bank. A sale at a location is paid to the company the location belongs to. See Stripe.

Plans and billing#

What does the free plan include?

Everything about the pass itself: Apple Wallet and Google Wallet, the full designer, email delivery, updates and push notifications, import and export, and the desktop and mobile apps. Its pass allowance is a total for the life of the account: it counts passes issued during a trial and does not reset. Passes issued on it never expire because of the plan. The figures are on the price list.

How do paid plans charge?

Paid plans have no limit on the number of passes. Each includes a number of active customers a month for every location it covers. Text, Viber and WhatsApp messages are priced per message. See Billing.

What counts as an active customer?

A card that, in a calendar month, joined, collected, redeemed or was scanned. Each card counts once a month however often it is used. Event tickets are not counted. SettingsBilling shows this month's number against your allowance. See What counts as an active pass.

What happens if I go over my active customers?

At first, nothing changes. New cards pause only when the account was over in each of the last two complete calendar months, and they resume as soon as you add locations or change plan. Existing cards keep working, and collecting, redeeming and scanning are never limited.

Why does issuing an event ticket use a credit?

Event tickets are paid for with ticket credits rather than through the plan. Every account gets some free, and more come in prepaid packs under SettingsBilling. Credits never expire. See Billing.

How do I change or cancel my plan?

In SettingsBilling, use Change plan or Manage billing. Moving to a bigger plan takes effect at once, with the difference charged for the rest of the period. Moving to a smaller plan, or between monthly and yearly billing, takes effect at the end of the period you have paid for. After you cancel, the plan runs until the end of that period.

A plan bought in the iPhone or Android app is changed and cancelled in the App Store or Google Play. In the app, SettingsPlan & billingManage subscription opens the right place.

What happens if I stop paying?

The account moves to the free plan. Your card designs, locations, members and passes stay, and passes already in wallets keep working. What you can create from then on follows the free plan.

Do you offer enterprise plans?

Yes. Enterprise plans, hardware and installation are quoted rather than bought online. Click Contact sales on the Enterprise row of the plan list, or write to support. The plan list opens with Upgrade beside your account menu, or with Change plan in SettingsBilling once you have a paid plan.

Developers#

Is there an API?

Yes, a REST API at https://api.walletap.com, authenticated with the X-API-Key header. It works from any language that can make HTTPS requests. Issuing a pass with POST /pass also emails or texts it to the holder when you include their contact details. See Developers and the API reference. Automation tools and AI assistants connect too; see Zapier and AI assistants.

Are there rate limits?

Rate limits protect public endpoints, such as the sign-up form, and costly operations, such as the AI designer. When one is reached, the response is 429 Too Many Requests with a Retry-After header giving the seconds to wait. See Errors.

How do I test an integration?

With your own account. Issue passes to yourself with your own email address and phone, add them to your phone, and scan them. They are real passes, so leave out contact details you do not want messaged.

Your account and data#

Why does a template show up under all my companies?

Templates belong to the account, not to a company, so every company in the account sees them. Payments follow locations: each location belongs to one company, and its sales go to that company's connected account. See Account model.

Where is my data stored?

In the EU. The Terms of Service include the data processing terms, and support sends the current list of sub-processors on request.

Who is responsible for my customers' data?

You are the controller of your customers' data and Walletap is your processor. The data processing agreement is part of the Terms of Service. If one of your customers contacts Walletap about their data, the request is passed on to you.

Can I export my data?

Yes, at any time. Export on a template's Members tab downloads every pass on it as a CSV file. See Import and export.

How do I delete my account?

Under SettingsAccount, choose Delete account. In the mobile app it is under SettingsAccountDelete account. The account and its data are deleted 14 days after you ask, and until then Keep my account cancels the request. Invoices are kept as the law requires. Cancel any App Store or Google Play subscription first: deleting the account does not stop the store charging. See Delete your account.