Enrollment troubleshooting - Stell

A reference for support staff: the situations customers report during enrollment, what they see, and how to resolve them.

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 If the contact details in your CRM are outdated, the code goes to the old address — update the CRM record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
”It says no compatible wallet is available”	The program doesn’t support a wallet for the customer’s device	Have them try from the device type suggested on screen. If the program should support that wallet, contact Stell support
”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.

See pass lifecycle for the full status reference. If you can’t resolve it, contact Stell support with the pass ID or the customer’s external ID.