> ## 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.

# Frequently asked questions

> Answers to common questions about the merchant portal

## Access and account

<AccordionGroup>
  <Accordion title="I don't see Engage (or Organization) in my sidebar">
    They're optional modules enabled per company. If your company should have one, [contact support](/support/contact).
  </Accordion>

  <Accordion title="I lost my authenticator app and can't sign in">
    [Contact support](/support/contact) — they can verify your identity and reset your two-factor setup. If you can still sign in, you can switch authenticator under [account security](/account/security) yourself.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>

## Passes

<AccordionGroup>
  <Accordion title="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](/passes/lifecycle).
  </Accordion>

  <Accordion title="Can I undo voiding a pass?">
    No — voiding is permanent. Issue a new pass for the customer instead.
  </Accordion>

  <Accordion title="A customer says their pass doesn't work at the till">
    Look up the pass and check its status, then check the [transaction log](/transactions/overview) for a denied transaction — the status reason usually explains it.
  </Accordion>

  <Accordion title="Do template changes affect passes that are already issued?">
    Yes. Saving the [pass template](/pass-templates/overview) updates all existing passes immediately.
  </Accordion>
</AccordionGroup>

## Enrollment

<AccordionGroup>
  <Accordion title="Can customers on Android get a pass?">
    Yes — Android users enrolling get an **Add to Google Wallet** button, just as iPhone users get Apple Wallet. If a customer sees "no compatible wallet," the program doesn't have that wallet enabled — [contact support](/support/contact).
  </Accordion>

  <Accordion title="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](/enrollment/troubleshooting).
  </Accordion>

  <Accordion title="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](/support/contact) with the changes you want.
  </Accordion>
</AccordionGroup>

## Messaging (Engage)

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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](/engage/notifications) until their send time.
  </Accordion>
</AccordionGroup>

## Integrations

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="How do my systems get notified about pass events?">
    Set up [event webhooks](/programs/webhooks) on the program page — Stell sends the program's pass events to your HTTPS endpoint, and [webhook deliveries](/programs/webhook-deliveries) documents the exact requests for your developers.
  </Accordion>
</AccordionGroup>

Didn't find your answer? [Contact support](/support/contact).