# A customer's wallet pass will not scan

Use their six-character code or search for them by member ID or name, then confirm it is the right person. If the failure was a stale wallet pass, do not show a success state: tell them to refresh or re-add the pass from Fidella's wallet page.

Source: https://fidella.app/help/business/a-customers-pass-will-not-scan
Last reviewed: 2026-08-30

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There are three fallbacks and none of them require guessing.

## Never show a false success

If a wallet pass token is stale or rotated, staff are shown a recovery path
rather than a success. Telling a customer it worked when it did not is worse
than the failure.

## The order to try

Live pass, then the six-character code, then a manual search with an explicit
confirmation step.

## Selecting is not acting

Choosing a search result does not earn or redeem anything. You confirm the
customer, then the normal action dialog opens.