If a crew member reports they haven’t received their pass, there are a few likely reasons.
1. Autosend Is Turned Off
Check the Passes and Settings tab in Setup.
If Autosend is off, passes won’t go out automatically when crew are added.
You’ll need to resend the pass manually from the crew member’s card.
2. Wrong Email Address
Make sure the crew member’s email address is correct in their record.
Even small typos will stop the email being delivered.
3. Check Junk or Spam
Ask the crew member to check their junk or spam folders.
Sometimes pass emails can be filtered there.
4. Resend the Pass
From the Crew page, click the i icon next to their name.
Select Resend Pass to send a fresh copy to their email.
Key Points
Most issues come down to Autosend being off or an incorrect email address.
Passes can always be resent manually.
If the email is correct and they still don’t receive it, contact support.
That’s how to troubleshoot missing passes and make sure every crew member can access their QR code.