> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getstell.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Enrollment troubleshooting

> Help customers who run into problems getting their pass

A reference for support staff: the situations customers report during [enrollment](/enrollment/how-enrollment-works), 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](/support/contact) 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](/support/contact) |
| "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](/passes/lifecycle) for the full status reference. If you can't resolve it, [contact Stell support](/support/contact) with the pass ID or the customer's external ID.