We want you to have an easy and smooth experience with our app, so you can enjoy your travels to the fullest. If, for some reason, you experience issues with the mobile Pass, please follow the below steps:
For issues with the QR code:
- If this is the first time you're using the Pass, make sure the app is set up correctly. You can follow the steps in your Pass confirmation email, or check out the steps to set up your Pass in this article (insert link) of our Help Center.
- Make sure your app is updated to the latest version. You can check in your app store if an update is available for your app, and download it directly from there.
- In case the issue is still there, a trick that often works is to push the app to background. Simply tap the home button on your phone, and then switch back to the app. This will force the app to load the QR-code again.
For issues with the mobile app:
If the QR code is still not shown or you face other technical issues, please contact us here so we can have a look at the case. To help our team assist you, please include the following information in your message to us about a technical issue:
- A) Error logging
First, please open the app, go to "More", then "App settings", and enable the "Error Logging" option. If you try again and the problem persists, this will allow the App to send any available error information to our system. (See below for more detailed instructions on this)
- B) Device ID(s)
We also ask that you kindly share the Device IDs for all affected devices. This can be found below the ‘error logging’ switch, once it has been switched on. We ask this so that our team can find your device in our system, in order to look at the error logs mentioned above.
- C) Screenshots, pictures or video of the issue
Finally, any screenshots, pictures or (better yet) a video of the problem, and the steps you took to get there, would also greatly help us to assist you. Since our team generally cannot assist you in real time, this picture documentation of the issue is invaluable both as a record of the relevant details and the nature of the problem. We can then get a clear idea of the problem you're experiencing, and provide instructions and/ or fixes as soon as possible.