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How to resolve problems with your digital access card on Apple smartphones

This article is for all users who want to know more about the digital access card on Apple Smartphones

Common issues with digital access cards on mobile

This article helps you with the most common issues related to Apple Wallet in Welcome Workdays.

My card was not added to Wallet

If you received an error or the card did not appear after activation:

  1. Make sure your phone is up to date. Apple Wallet requires iOS 15 or later.

  2. Try again from the Welcome app. Go to "Access Card" and tap "Add to Wallet" again.

  3. Check your internet connection. The card cannot be downloaded without network access.

  4. iPhone: Check that you don't have too many cards in Wallet. Apple Wallet has a limit of 16 cards. Remove unused cards and try again.

My card does not work at the door

If the door does not open when you hold your phone against the reader:

  1. Hold the phone close to the reader. The NFC antenna on iPhone is at the top of the phone.

  2. iPhone: Check that Express Mode is enabled. Go to Settings > Wallet > Your Welcome card and turn on "Express Mode". This means you don't need to unlock your phone first.

  3. Temporarily remove your phone case. Some thick cases can block the NFC signal.

  4. Make sure your phone has battery. Apple Wallet works for up to 5 hours after the phone runs out.

  5. 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:

  1. iPhone to iPhone: The card does not transfer automatically. Open the Welcome app on your new phone, log in and add the card again via "Access Card".

  2. Card Activation: Log in to the Welcome app on your new phone and add the card again.

My card has disappeared from Wallet

If the card suddenly disappeared from Wallet:

  1. Search in the Wallet app. It may have been moved to "Previous Cards" or hidden.

  2. Open the Welcome app. Go to "Access Card" and add the card again.

  3. Did you recently update iOS? 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.

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