The card balance is not updating. What to do?

Wallet card data may not update

Under Apple Wallet and Google Wallet technology standards, data on cards is informational and may not match CRM data.

Why the balance can be out of date

1. The customer has card updates turned off or has no internet. In these cases, recommend turning updates on and syncing the cards.
2. The CRM may not notify Passquare automatically when the balance changes.

Some CRMs offer periodic customer polling instead of webhooks, but that is not the best option: it puts a heavy load on all systems and delays data updates. Today, webhooks are the standard for most modern platforms. If your CRM does not support them, contact your CRM support directly — services usually respond better to requests from their own customers.

Recommendation

Show the balance sync date on cards and explain how to refresh the balance.

On the front of the card, place not only the `balance` variable, but the variables `balance` on `crmupdate_date`.

On the back of Apple Wallet cards, place this text:

Your balance: `balance` as of `crmupdate_date`.

• To update the balance on your card, pull the card down.
• Wait for the information to update.
• The request is accepted once every 24 hours.

On the back of Google Wallet cards, place this text:

Your balance: `balance` as of `crmupdate_date`.

And add a link to refresh the card balance:

https://core.passquare.com/api/v2/sync?account=your_account&card=`cardnumber`&lang=en

Replace `your_account` with your account name (shown in the upper-left corner of the dashboard).

Troubleshooting:

1) Check whether the balance updated in your CRM. 2) Check whether the balance and sync date updated in your Passquare account. A balance update can take up to 24 hours. If the balance did not update within 24 hours, hooks from your CRM are not working correctly (problem: hooks are not working). Check the hook setup in your CRM. 3) If the balance updated in the Passquare account but not on the card in the customer’s phone, card updates are blocked on the customer’s phone (problem: card updates are blocked on the customer’s phone). Check these phone settings:

• All checkboxes on the back of the card are enabled;
• Settings → Notifications → Wallet — all checkboxes are enabled;
• Settings → Cellular → Wallet — cellular data is allowed;
• Remove the card and install it again (if the card was installed more than 5 times, older installations may stop updating — in that case, reinstall the card).

Alternative way to update the balance on the card:

Your administrator should open the Passquare account, go to Customers, find the customer by phone number or card number, open the customer card, select Read from CRM, and click Save. The card will be queued for resync.