Updating Customer Passes

When you change your loyalty program settings, branding, or wallet design, customer wallet passes need to be updated. This guide explains how pass updates work across Apple Wallet and Google Wallet.

How Pass Updates Work

Google Wallet

Google Wallet passes update automatically through the Google Wallet API. When you save changes in the Wallet Designer or update loyalty settings, the system pushes updates to Google's servers.

Apple Wallet

Apple Wallet uses push notifications to trigger pass updates. The process is:

1. You make changes in Cockato
2. Cockato sends a push notification to Apple's APNs service
3. Apple notifies the customer's device
4. The device downloads the updated pass automatically

⚠️ Important: Apple Wallet updates require the customer's device to be connected to the internet. Passes update the next time the device comes online.

Triggering Manual Updates

For immediate updates to all active passes:

1. Navigate to Wallet Designer
2. Make your desired changes
3. Click Save Design
4. The system automatically queues updates for all active passes

For individual customer pass updates:

1. Go to Customer Management
2. Open the customer's detail dialog
3. Their pass status shows the last sync time
4. Points changes trigger automatic pass updates

Bulk Pass Updates

When you update settings that affect all passes (e.g., changing your primary color), updates are processed in batches:

• Google Wallet: Class-level update (instant for all passes)
• Apple Wallet: Individual push notifications sent in batches of 100

💡 Tip: For Apple Wallet, large-scale updates may take up to an hour to reach all customers depending on batch size and Apple's push notification delivery.

Monitoring Update Status

Track pass update delivery in the Activity Log:

• Filter by event type: "Wallet Push"
• View delivery status: Sent, Delivered, or Failed
• Check error messages for failed updates

Super admins can also view push logs at SaaS Admin → Push Logs for a system-wide view.

What Triggers Automatic Updates

The following actions automatically trigger pass updates without manual intervention:

1. Points earned or redeemed — Balance updates immediately
2. Punch card stamp added — Punch count updates
3. Welcome offer redeemed — Offer status updates
4. Wallet Designer saved — Branding/design updates
5. Outlet location changed — Proximity notification locations update

Troubleshooting Failed Updates

Frequently Asked Questions

Do customers need to do anything to get updates? No — updates are pushed automatically. For Apple Wallet, the device needs to be online.

Can I force-update a single customer's pass? Yes — any points balance change or the "Resend Pass" action triggers an update.

What if a customer deleted their pass? They'll need to re-add it. Send them a new pass link via the Customer Management page.