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), or with Share Pass in the Crew Passes table.
2. You've Reached Your Pass Limit
- Plans include a set number of issued passes. The Pass Settings tab shows your usage, e.g. "Issued passes: 12 / 100".
- If you're at your limit when new crew are added, their passes stay Not Sent and no email goes out. You'll see "Pass limit reached. Revoke a pass or upgrade to issue more."
- Revoke a pass you no longer need, or contact us about upgrading, then resend.
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 Re-Send Pass to send a fresh copy to their email.
- Resending an already-issued pass doesn't use up an extra pass from your allowance; re-activating a revoked pass does.
Key Points
- Check the pass status in Setup → Pass Settings first — Not Sent usually means Autosend was off or your pass limit was reached.
- Most other issues come down to an incorrect email address or spam filtering.
- Passes can always be resent manually from the crew member's card.
- 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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