Form and eligibility
| Customer reports | What’s happening | Resolution |
|---|---|---|
| ”It says I need to correct errors” | A field failed validation or a required field is empty | Have them check the highlighted fields — usually a typo in the email or phone format |
| ”It says I’m not old enough” | The program has a minimum age and the birth date entered is below it | The age rule is the merchant’s policy; if the customer believes it’s wrong, check the date they entered |
| ”It says access is restricted” | The program is limited to a specific customer group, and their details aren’t on the list | Eligibility is controlled by the merchant — escalate to whoever owns the program’s access list |
| ”It says onboarding is unavailable” | Enrollment is switched off for the program | Check whether this is intentional (maintenance, campaign ended); contact Stell to re-enable |
Verification codes (existing members)
When the email or phone matches an existing member, a 6-digit verification code is required.| Customer reports | Resolution |
|---|---|
| ”I never got the code” | Check the email/phone they entered for typos; check spam. If the contact details in your CRM are outdated, the code goes to the old address — update the CRM record |
| ”The code is invalid” | Re-enter carefully; codes are 6 digits. After several wrong attempts there’s a short cooldown |
| ”The code expired” | They took too long — have them tap Send Verification Code again for a fresh one |
| ”It says too many attempts” | Rate limiting kicked in. Wait the time shown, then request a new code |
Getting the pass into the wallet
| Customer reports | What’s happening | Resolution |
|---|---|---|
| ”Nothing happens after the form” / “Couldn’t prepare my pass” | Pass generation failed — often a temporary hiccup reaching the merchant’s customer system | Try again. If it persists, contact Stell support with the program and the time it happened |
| ”The pass won’t add to my wallet” | Wallet add failed on the device | Update iOS, use Safari rather than another browser, or retry on another device |
| ”I got a file instead of a pass” (on a Mac) | Non-Safari browsers on macOS download the .pkpass file instead of opening Wallet | Open the downloaded file — it adds the pass — or redo the flow in Safari |
| ”I’m on Android and it says no compatible wallet” | Google Wallet enrollment isn’t available yet | Explain that the pass currently requires an iPhone; this is expected behavior |
| ”My emailed pass link doesn’t work anymore” | Pass links expire after 24 hours | Have them go through the enrollment link again — existing members just verify and get a fresh pass |
| ”I never received the pass email” | The email address had a typo, or delivery failed | Verify the address; the customer can always re-run enrollment to get the pass directly |
Checking from the portal
When a customer says they enrolled but something’s off, look them up under Engage → Contacts (search by email or external ID) and check their pass:- Pass is Pre-Active → the pass was issued but never added to the wallet. Walk the customer through adding it.
- Pass is Inactive → the customer removed the pass from their wallet. They can re-add it.
- No contact found → enrollment likely never completed. Have them try again.