Troubleshooting: scans not counted and wallet sync

Most problems have quick, known fixes. Here are the ones we see most often.

My QR scans are not being counted

The usual cause is that the QR code points directly at the final destination instead of at your trackable redirect URL.

• Check the destination. A trackable code resolves through your short/scan URL; a code pointing straight at, say, your website bypasses analytics entirely.
• Regenerate if needed. If you encoded the wrong URL, create a dynamic code that points at the redirect, then edit the destination from there.
• Remember caching. Some scanners and previews cache results; test with a fresh scan on a different phone.

"Could not download pass" in Apple Wallet

This is almost always a temporary network or certificate-cache issue on the device, not a problem with the card.

1. Remove any partially added pass.
2. Hard-refresh the card page in the browser.
3. Tap Add to Apple Wallet again.

If it still fails, note your card ID and contact support so we can check the pass generation logs.

My wallet pass shows old details

Wallet apps refresh passes periodically rather than instantly. To force it, open the pass in the wallet app, which prompts a refresh. Confirm your card itself shows the new details first — the pass mirrors the card's current data.

My custom domain link does not work

• Confirm the DNS record matches exactly what the dashboard shows.
• Allow time for propagation (minutes to hours).
• Check that SSL has finished provisioning after DNS verifies.

See set up a custom short domain for the full setup.

A card opens but looks empty or broken

Make sure the card is active and its fields are filled in. If you recently edited it, refresh the page. If a specific link is broken, re-check the URL in the card editor.

Still stuck?

If none of these resolve it, contact support with the specific QR code, link, or card ID and a description of what you expected versus what happened. The ID lets us look straight at the right record.