--- title: A member is unable to add or update their wallet pass description: Find out what to check when a member can't find, add or update their wallet pass, and how to help them get it on their phone. --- [Skip to content](https://help.eola.co/a-member-is-unable-to-add-or-update-their-wallet-pass#main-content) English Show submenu for translations ![eola](https://help.eola.co/hs-fs/hubfs/eola-logo-web.png?width=109&height=40&name=eola-logo-web.png) Open main navigation Close main navigation - English Show submenu for translations - [Contact us](mailto:help@eola.co) [Contact us](mailto:help@eola.co) How can we help you? - There are no suggestions because the search field is empty. 1. [Help Centre](https://help.eola.co/?hsLang=en) 2. [Troubleshooting](https://help.eola.co/troubleshooting?hsLang=en) 3. [A customer is having a problem](https://help.eola.co/troubleshooting?hsLang=en#a-customer-is-having-a-problem) # A member is unable to add or update their wallet pass ## Find out what to check when a member can't find, add or update their wallet pass, and how to help them get it on their phone. If a member contacts you to say they can't find their wallet pass, can't add it to their phone, or their pass shows out-of-date details, it's usually something they can sort themselves in a minute or two from their eola account. **What should I check?** 1. **Their welcome email didn't include the wallet buttons:** Members who joined before wallet passes were introduced won't have had the email, and occasionally the email can arrive before the member's QR code is ready. Either way, they can add the pass from the membership page in their eola account 2. **They're adding an Apple pass on another device:** Apple Wallet passes are added on an iPhone or Mac. Ask them to open the email or their eola account on their iPhone 3. **They're using a different wallet:** Each member should use the wallet that comes with their phone: Apple Wallet on iPhone, Google Wallet on Android. For Google Wallet, they need to be signed in to a Google account 4. **They deleted their pass or have a new phone:** They can add it again from the membership page in their eola account. The buttons in their welcome email usually work too, even months later 5. **The pass shows the wrong price or plan:** The pass shows the details from when it was added. Ask them to tap Add to Apple Wallet or Add to Google Wallet again on their membership page to replace it. The QR code is unaffected, and scanning it always shows the current membership 6. **The wallet pass section has gone from their account:** Passes are offered while a membership is active. If the membership is paused, overdue or cancelled, the section comes back once it's active again 7. **The pass is for a child:** Children's passes are in their parent or guardian's eola account, and the welcome email goes to them 8. **They can't sign in to their eola account:** See our guide on signing in with a magic link below **What if none of these apply?** Contact our team at [**help@eola.co**](mailto:help@eola.co) with the member's name and their membership, and we'll be happy to help. **Good to know** - The membership page in a member's eola account always gives them an up-to-date pass while their membership is active - The email and the wallet buttons appear in the member's language, and the labels on the pass itself are in English **Helpful tips:** - Point members to the membership page in their eola account first, as it's the quickest route to a fresh pass - If a membership is overdue, members can update their card details from their eola account - Whatever the pass on the phone says, scanning it shows the membership as it is today **Related guides** - [Help your members add their wallet pass](https://help.eola.co/help-your-members-add-their-wallet-pass?hsLang=en) - [A customer is unable to sign in with a magic link](https://help.eola.co/a-customer-is-unable-to-sign-in-with-a-magic-link?hsLang=en) - [Understand how membership wallet passes work](https://help.eola.co/understand-how-membership-wallet-passes-work?hsLang=en) - [Getting started](https://help.eola.co/getting-started?hsLang=en) - [Activities & products](https://help.eola.co/activities-products?hsLang=en#main-content) - [Activities](https://help.eola.co/activities-products?hsLang=en#activities) - [Access & approvals](https://help.eola.co/activities-products?hsLang=en#access-approvals) - [Pricing & extras](https://help.eola.co/activities-products?hsLang=en#pricing-extras) - [Rentals](https://help.eola.co/activities-products?hsLang=en#rentals) - [Accommodation](https://help.eola.co/activities-products?hsLang=en#accommodation) - [Store items](https://help.eola.co/activities-products?hsLang=en#store-items) - 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