Access and account
I don't see Engage (or Organization) in my sidebar
I don't see Engage (or Organization) in my sidebar
I lost my authenticator app and can't sign in
I lost my authenticator app and can't sign in
Contact support — they can verify your identity and reset your two-factor setup. If you can still sign in, you can switch authenticator under account security yourself.
I work with several companies — why don't I see the right data?
I work with several companies — why don't I see the right data?
The portal shows one company at a time. Open the account menu at the bottom of the sidebar and switch to the right company.
Passes
What's the difference between Pre-Active, Active, and Inactive?
What's the difference between Pre-Active, Active, and Inactive?
Pre-Active: issued but not yet added to a wallet. Active: in a wallet and working. Inactive: the customer removed it from their wallet — it reactivates if they add it back. See pass lifecycle.
Can I undo voiding a pass?
Can I undo voiding a pass?
No — voiding is permanent. Issue a new pass for the customer instead.
A customer says their pass doesn't work at the till
A customer says their pass doesn't work at the till
Look up the pass and check its status, then check the transaction log for a denied transaction — the status reason usually explains it.
Do template changes affect passes that are already issued?
Do template changes affect passes that are already issued?
Yes. Saving the pass template updates all existing passes immediately.
Enrollment
Can customers on Android get a pass?
Can customers on Android get a pass?
Not yet through the enrollment flow — it currently issues Apple Wallet passes only. Android users see a message explaining this.
A customer enrolled but has no pass
A customer enrolled but has no pass
Find them under Engage → Contacts and check the pass status — most often the pass is Pre-Active, meaning they never finished adding it to their wallet. See enrollment troubleshooting.
Can we change which fields and consents the enrollment form asks for?
Can we change which fields and consents the enrollment form asks for?
Yes — fields, consents, branding, age limits, and verification rules are configured per program. Contact support with the changes you want.
Messaging (Engage)
Why is my campaign's reach lower than my segment size?
Why is my campaign's reach lower than my segment size?
Push messages only reach customers with the pass installed in a wallet. Members whose passes are Pre-Active or Inactive aren’t reachable.
Can I edit or cancel a campaign after sending?
Can I edit or cancel a campaign after sending?
Sent campaigns can’t be edited. Scheduled notifications sit in the Pending tab of notification history until their send time.
Integrations
I lost an API key — can I see it again?
I lost an API key — can I see it again?
No. The full key is shown only once, at creation or rotation. Rotate the key to get a new secret, then update your application.
How do my systems get notified about pass events?
How do my systems get notified about pass events?
Set up event webhooks on the program page — Stell sends the program’s pass events to your HTTPS endpoint. See programs.