Pass in Hand Support

Pass in Hand: Wallet Loyalty puts your store's loyalty program in your customers' Apple Wallet and Google Wallet.

Contact us

Email: support@getflowpass.com
Hours: Monday to Friday, 9 am to 5 pm Eastern Time, excluding US public holidays. We aim to reply within 2 business days.
Please include:
- your store's .myshopify.com address
- what you were doing and what happened
- your device and browser, if it's a wallet or POS issue
- a screenshot, if you can
Customers: please contact the store where you joined its loyalty program first. Stores manage their own programs, points and rewards.

Setup guide for merchants

1. Install the app

Install Pass in Hand from the Shopify App Store and approve the permissions. The app opens in your Shopify admin on the Dashboard. A Welcome to Pass in Hand! checklist shows your progress. Your store is connected to our wallet-card service automatically.

2. Choose how balances work (Settings)

Open Settings and pick a Balance Source:

Loyalty Points (earn per purchase): customers earn points on paid orders. This is the default.
Store Credit (mirror Shopify balance): the card shows the customer's Shopify store credit balance.

3. Design your card (Design Pass)

On the Dashboard, click Design Pass to open the Pass Designer. There you can set:

your Program Name, logo and colors, previewed as an Apple Wallet card
your earning rule, Points per Dollar Spent. Points are based on the order subtotal after discounts.
Rewards: a name, a Point Cost, and a Reward Type (percent off, amount off, or a free item), plus an optional Redemption Limit, Expiration Days and Minimum Tier Level
optional Tiers with Points Required
optional location text, so the card appears on the lock screen near your store

Click Save.

4. Add the "Add to Wallet" button to your online store

In Shopify admin, go to Online Store > Themes > Customize.
On the page where you want the button (for example the account page or home page), click Add block (or Add section > Apps) and choose Add to Wallet from Pass in Hand.
Optional: add the Redeem Rewards block too. It lets logged-in customers spend points online and get a single-use discount code.
Click Save.

The button reads "Add loyalty card to wallet" and opens your branded wallet page at /apps/pass-in-hand/wallet. Customers must be logged in to their store account to get a card.

5. Issue cards to existing customers (paid plans)

On the Dashboard, click Import Customers to create cards for the customers already in your store. Customers who have an email address are included. Import is available on the Starter plan and higher, and it stops if you reach your plan's pass limit. New customers can also get a card from the wallet page.

6. Use loyalty at the counter (Shopify POS, paid plans)

In the Shopify POS app, add the Pass in Hand tile to your POS home screen.
Tap the tile. Scan the customer's wallet card, or Search by name, email or phone.
You'll see the customer's points and the rewards they can redeem. Tap a reward to apply its code to the current cart. Add items to the cart first.
Complete the sale as normal. Points for the purchase are added once the order is paid.

The POS tile is included on every paid plan (Starter, Growth and Pro). It isn't available on Free.

7. Send a push message

Click Send Push Message, write up to 200 characters, choose Apple, Google or both, and send. The message appears on your customers' cards. Use it for real program news, not spam.

8. Plans

Open Billing & Plans to see your pass limit and to upgrade or downgrade. Paid plans are billed monthly through Shopify and appear on your Shopify bill. There is no free trial; the Free plan is free for as long as you want.

Plan	Price	Pass limit	POS tile
Free	$0	100	Not included
Starter	$19/month	1,000	Included
Growth	$49/month	5,000	Included
Pro	$99/month	20,000	Included

Each customer counts as one pass, however many devices they add the card to.
You can downgrade only if your current number of passes fits within the lower plan's limit.
At your limit, existing cards keep working and updating, but new cards are blocked until you upgrade.
Cancel any time. Cancellation takes effect at the end of the billing period, and partial months aren't refunded.
We give at least 30 days' notice of any price change.

9. Customer data requests

If a customer asks your store for a copy of their data, Shopify tells us and we prepare it. Open Settings in the app to download the customer's loyalty data as a JSON file, then send it to the customer.

Customer FAQ

How do I get my loyalty card?
Log in to your account on the store's website and tap Add loyalty card to wallet. You'll see a button for your phone's wallet. If your account has an email address, you'll also get a welcome email with a link back to your card page.

I'm on an iPhone and don't see "Add to Apple Wallet".
Open the page in Safari. Other iPhone browsers, like Chrome, can't add cards to Apple Wallet, so the page shows a reminder to switch to Safari.

How do I add it to Google Wallet?
On an Android phone, open the page and tap Add to Google Wallet.

Why can't I get a card when I'm not logged in?
Your card is linked to your store account, so your points follow you. Log in first.

How do my points update?
Your card updates automatically after paid orders, refunds and redemptions. If it looks out of date, open the card's details and pull down to refresh, or wait a few minutes.

How do I use a reward?
In a store, show your card to the staff member, who will scan it. Online, use the store's Redeem Rewards section (if the store has added it) to get a single-use discount code.

Will I get text messages?
No. Pass in Hand doesn't send text messages. You may get a welcome email and an email when you reach a new tier. To stop these, ask the store or email support@getflowpass.com.

I lost or replaced my phone.
Your points are stored with your account, not on the phone. Log in to the store's website on your new phone and add the card again. Your balance carries over. If your old phone is lost, anyone who unlocks it can see the card. Ask the store for help if you're worried about misuse.

How do I remove the card or delete my data?
You can remove the card from your wallet at any time. To delete your data, contact the store. See also our Privacy Policy.

Troubleshooting (merchants)

Problem	What to try
Button text shows "Translation missing"	Update to the latest app version, then reload the theme editor and your store.
Customer sees "Please log in"	The customer isn't logged in to their store account. Ask them to log in and reopen the page.
iPhone shows no Apple Wallet button	The customer is using Chrome or another non-Safari browser. They should open the page in Safari.
Page says the store isn't set up or isn't active	Open the app in your Shopify admin to finish setup. If you reinstalled recently, open the app once.
Page says the pass limit was reached	Your plan's pass limit has been reached. Existing cards keep working. Upgrade on Billing & Plans to issue new ones.
POS tile won't look up members	POS lookup needs a paid plan. Check your plan on Billing & Plans.
POS tile shows an old version	Fully close the Shopify POS app, wait about a minute, and reopen it. Then check the tile is added to the home screen.
Reward didn't apply in POS	Make sure the cart has items, then try again. If it still fails, the tile offers to retry or cancel. Cancelling returns the points.
Points missing for an order	Points are added when the order is paid and only for orders linked to a customer. Use Balance Reconciliation in the app (if available on your plan), or contact support with the order number.
Points look wrong after a refund	Refunds take back points for the refunded amount. Contact support with the order number if a balance still looks wrong.

Still stuck? Email support@getflowpass.com.