Help

If a crew member reports they haven’t received their pass, there are a few likely reasons. Pass emails contain both an Add to Apple Wallet and a Save to Google Wallet link, so once the email arrives they can add the pass on any phone.

A quick first check: open Setup → Pass Settings and look at the Crew Passes table. Each crew member's pass shows a status of Issued, Revoked, or Not Sent. That tells you straight away whether a pass was ever sent.

1. Autosend Is Turned Off ​

  • Check the Pass Settings tab in Setup.
  • If the "Autosend passes when adding crew" toggle is off, passes won't go out automatically when crew are added. They'll sit at Not Sent.
  • You'll need to send the pass manually from the crew member's card (see below), with Send all passes to unissued crew, or with Share Pass in the Crew Passes table.

2. You've Reached Your Pass Limit ​

  • Plans include a set number of crew and VIP passes together. The Pass Settings tab shows Crew & VIP Passes: N / limit.
  • If you're at your limit, you cannot add more crew. You'll see "Pass limit reached. Remove a crew member or VIP pass, or upgrade to add more."
  • Remove a crew member or VIP pass you no longer need, or contact us about upgrading. Revoking a pass does not free a slot.

3. 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.

4. Check Junk or Spam ​

  • Ask the crew member to check their junk or spam folders.
  • Sometimes pass emails can be filtered there.

5. Resend the Pass ​

  • From the Crew page, click the i icon next to their name.
  • Click Issue Pass if they have never been emailed a pass, or Re-Send Pass if they have.
  • Re-sending an already-issued pass doesn't add anyone to your crew count. For many Not Sent rows at once, use Send all passes to unissued crew in Pass Settings.

Key Points ​

  • Check the pass status in Setup → Pass Settings first. Not Sent usually means Autosend was off.
  • Most other issues come down to an incorrect email address or spam filtering.
  • Passes can always be sent again from the crew member's card, or in bulk from Pass Settings.
  • If the email is correct and they still don't receive it, contact us at support@reelcount.com.

That’s how to troubleshoot missing passes and make sure every crew member can access their QR code.

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