When a user is unable to generate or activate their access badge on an Android device, the cause is rarely a single issue. Android's aggressive background management, NFC stack complexity, and Google Wallet's provisioning requirements mean that a number of factors — individually minor — can combine to block badge generation or prevent it from working at readers. This guide covers the full troubleshooting flow, from basic checks through to device-level investigation and escalation.
Basic checks
Each layer of software on your device — Android, Google Wallet, and Google Play Services — needs to be up to date because they work together to securely generate and deliver your access badge, and if any one of them is out of step, the process can fail. Therefore, before going deeper, confirm the following:
OS version is up-to-date
Google Wallet is up-to-date
Google Wallet is set as the default payment method
Welcome Access app is up-to-date
The user is logged into Google Wallet
NFC is active on the smartphone device
Welcome Access app permissions are granted (including Notifications, Location Services, Nearby devices)
Clear caches
When your phone runs apps, it stores temporary data to help things run faster — but sometimes that data becomes outdated or corrupted and gets in the way. Clearing the cache removes that stored data so the app can start fresh, which can fix issues caused by old or conflicting information without affecting any of your settings or personal data.
Clear the NFC cache:
Go to Settings
Go to Apps
Tap the Filter icon and toggle Show system apps to active
Tap the Search icon and type NFC (this may show both NFC and NFC services)
Tap on one or both of these NFC options and tap Storage
Clear data and cache for one or both
Restart your device and attempt again with a reader
Clear Wi-Fi and Bluetooth cache:
Go to Settings
Go to General Management
Go to Reset
Tap Reset Wi-Fi and Bluetooth settings (Warning: This will remove connected Wi-Fi networks and Bluetooth devices on the smartphone)
Clear the Welcome Access app data and cache:
Go to Settings
Go to Apps
Go to Welcome Access
Clear data and cache (Warning: This will remove all the access badges on the app, including any access badges in your Google Wallet)
Battery optimisation
Android's Doze mode can terminate the Welcome Access app mid-provisioning, causing badge generation to silently fail though an uncommon issue it can still create a small impact.
Samsung:
Go to Settings
Go to Battery
Go to Background usage limits
Add Welcome Access to "Never sleeping apps"
Xiaomi/MIUI:
Go to Settings
Go to Apps
Tap Manage apps
Tap Welcome Access
Tap Battery saver
No restrictions
Huawei:
Go to Settings
Go to Battery
Tap App launch
Tap Welcome Access
Manage manually, disable all auto-management
OnePlus:
Go to Settings
Go to Battery
Go to Battery optimisation
Go to Welcome Access
Don't optimise
Background data restriction
Check that background data is not restricted for Welcome Access:
Go to Settings
Apps
Welcome Access
Data usage and ensure background data is enabled
Google Play Services
Google Play Services is separate from Google Wallet and must also be up to date. Check for a Google Play Services update in the Play Store - specifically, as it is often overlooked.
OEM wallet conflict
On Samsung, Huawei, and other manufacturer devices, a native pay app (e.g. Samsung Pay) can interfere with Google Wallet even when Google Wallet is set as the NFC default. Temporarily disable or remove the manufacturer wallet app and retry.
Date and Time Synchronisation
An incorrect device clock causes SSL certificate validation to fail during badge provisioning. Confirm that automatic date and time is enabled in device settings.
Stock Android / Pixel:
Go to Settings
Go to System
Go to Date & time
Set time automatically
Samsung:
Go to Settings
Go to General management
Go to Date and time
Automatic date and time
Xiaomi/MIUI:
Go to Settings
Go to Additional settings
Go to Date & time
Set time automatically
OnePlus:
Go to Settings
Go to System
Go to Date & time
Set time automatically
Huawei:
Go to Settings
Go to System & updates
Go to Date & time
Set time automatically
Isolation test
Try to attempt badge generation on a different Android device using the same account. If it works on the second device, the issue is device-specific. If it fails on both, the issue is likely the user profile and should be escalated to the development team.
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.