Common issues with digital access cards on mobile
This article helps you with the most common issues related to Apple Wallet and Android access cards in Welcome Workdays.
My card was not added to Wallet
If you received an error or the card did not appear after activation:
Make sure your phone is up to date. Android requires NFC support and Android 12 or later.
Try again from the Welcome app. Go to "Access Card" and tap "Add to Wallet" again.
Check your internet connection. The card cannot be downloaded without network access.
My card does not work at the door
If the door does not open when you hold your phone against the reader:
Hold the phone close to the reader. On Android, the position varies but is usually in the middle of the back.
Temporarily remove your phone case. Some thick cases can block the NFC signal.
Contact your company administrator. Your card may not have the correct access role for the door in question.
I have changed phones
When switching to a new phone:
Android to Android: Open the Welcome app, log in and reactivate the card.
My card has disappeared from Wallet
If the card suddenly disappeared from Wallet:
Search in the Wallet app. It may have been moved to "Previous Cards" or hidden.
Open the Welcome app. Go to "Access Card" and add the card again.
Did you recently update Android? Some major system updates can remove third-party cards. Add it again from the Welcome app.
I'm getting an error message during activation
The most common error messages and what they mean:
"Card is already active on another device": You need to deactivate the card on your old phone first, or contact your company administrator.
"Integration failed": This is a temporary issue with the access system. Wait a few minutes and try again.
"User not found": You are not yet registered in the access system. Contact your company administrator.
Do you need help?
Chat with us via the AI chatbot at the bottom right of the screen, or send an email to support@welcomeworkdays.com.