If you've followed the instructions in your invitation email but your access card won't add to Apple Wallet, work through the steps below in order. Most issues are resolved within the first few steps.
First: Check that you are using the correct email address
The most common cause of issues is being logged in with the wrong email address. You must use the same work email that your company has registered in Welcome Workdays.
Make sure you are not logged in with a personal email (Gmail, Outlook, etc.) instead of your work email.
If you are unsure which email is registered, ask your company administrator.
Step 1: Revoke your existing card
Open the Welcome Access app and tap your card. Tap Show more, then tap Revoke.
If the "Add to Wallet" button does not appear after revoking, continue to Step 2.
Step 2: Log out, restart, and check iCloud
Log out of the Welcome Access app.
Turn your phone completely off, then back on.
Check your iCloud settings: go to Settings → tap your name at the top → iCloud. Make sure iCloud Drive is turned on, and accept any pending Terms and Conditions.
Log back into the Welcome Access app.
Tap Add your badge to generate a new card to your Wallet.
Step 3: Reinstall the app
If the steps above did not work:
Delete the Welcome Access app from your phone.
Turn your phone completely off, then back on.
Check that iCloud terms are accepted (Settings → your name → iCloud).
Download Welcome Access again from the App Store and log in.
Generate a new card to your Wallet.
Step 4: Update to the latest iOS version
Go to Settings → General → Software Update → Install any available updates.
After updating, open the Welcome Access app again and try adding your badge.
Switched to a new phone?
If you recently got a new iPhone, your old card may still be registered in the system and blocking a new one from being created.
If you still have your old phone: open the Welcome Access app on it, tap the card → Show more → Revoke. Also remove the card from Wallet on the old device.
On your new phone: follow Steps 1-3 above.
If you no longer have access to your old phone and the steps above don't work, contact support so we can reset your card remotely.
Card works, but tap-and-go stopped working?
If you can open doors by manually selecting the card in your Wallet, but it no longer works by simply holding your phone to the reader, Express Mode may need to be re-enabled.
Open the Wallet app → tap your Welcome Access card → tap the ... menu → make sure Express Mode is turned on.
Do you have a car key in Apple Wallet?
Digital car keys (BMW, Audi, and others) stored in Apple Wallet can interfere with your access card and prevent Express Mode from working. See our dedicated article: Known issue: Car keys in Apple Wallet interfere with access cards.
Still not working?
If none of the steps above resolve the issue, there may be a technical issue that requires manual intervention. Contact us at support@wlcm.tech or via the chat. Please include which building you work in and your company name so we can help you quickly.