My wallet pass won't generate

You add your card to a phone wallet from the card’s menu: tap Wallet, then the Add to Apple Wallet or Save to Google Wallet badge. If that doesn’t work, check the problems below. For the full steps, see Add your card to Apple Wallet or Google Wallet.

The Apple Wallet badge isn’t there

The Add to Apple Wallet badge only appears on iPhone, iPad and Mac. Open your card in Safari on your iPhone and try again.

Apple Wallet shows a page of code or “Unable to generate Apple Wallet pass at this time.”

The pass couldn’t be created on CloudCard’s side. On iPhone, this can appear as a plain page with {"error":"Unable to generate Apple Wallet pass at this time."}.

1. Go back and try again in a few minutes.
2. Make sure you opened the card in Safari, not in an app’s built-in browser.
3. If it keeps happening, contact support. It’s usually something we need to fix.

“Unable to generate Google Wallet pass right now. Please try again later.”

The Google Wallet pass couldn’t be created. Wait a few minutes and tap Save to Google Wallet again. Use Chrome on an Android phone and make sure you’re signed in to a Google account on the phone. If it keeps happening, contact support.

Nothing happens, or “could not be found”

If you see “Requested Apple Wallet pass could not be found.” or “Requested Google Wallet pass could not be found.”, or the wallet button does nothing, the card may not be active.

• Check your card opens normally. If it shows “Card not available” or “Not found”, see My card says “Card not available” or “Not found”.
• Check the link hasn’t been cut short when it was shared.

The pass shows the CloudCard logo instead of my company’s logo

Google Wallet can only use a company logo saved as a PNG or JPG file. Other formats, such as SVG or WebP, are replaced with the CloudCard logo. Ask your admin to upload the company logo as a PNG or JPG. See Set up your company branding.

You don’t need a profile photo to create a wallet pass.

The pass shows old details

Passes already in your wallet may not update by themselves. Remove the pass from your wallet and add it again from your card.

Still not working? Contact support and tell us your phone model, browser and the message you see.