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User Guide

Ticket isn't working in Apple Wallet

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Ticket isn't working in Apple Wallet

Ticket bound to purchaser's iCloud account

Apple Wallet passes bind to the iCloud account signed in when you downloaded the pass.

  • Passes only go into that Apple ID's Wallet.
  • Friends can't add your pass directly to theirs.

Fix: Transfer the ticket to your friend's email → they accept → they tap Add to Apple Wallet from their account.

Disable VPN, Private Relay, or proxy servers

VPNs and iCloud Private Relay can block pass downloads from Apple's servers.

Before tapping Add to Apple Wallet:

  1. Settings → VPN — disconnect VPN.
  2. Settings → [your name] → iCloud → Private Relay — turn off temporarily.
  3. Leave Wi‑Fi networks that use a proxy, or switch to cellular.
  4. Retry from My Tickets or your secure link.

Turn VPN or Private Relay back on after the pass is saved.

Pass invalid or greyed out

A greyed-out or "invalid" pass usually means the ticket was transferred, cancelled, or superseded.

  1. Open My Tickets and check ticket status.
  2. If you transferred it, the pass in your Wallet is supposed to deactivate.
  3. If you still own the ticket but the pass is invalid before the event, contact event support.

Pass won't download

  1. Use Safari on iPhone — in-app browsers can cause trouble.
  2. Confirm stable internet (toggle Wi‑Fi / cellular).
  3. Update iOS: Settings → General → Software Update.
  4. Retry from My Tickets → Add to Apple Wallet.
  5. Disable VPN/Private Relay (see above).

Pass downloaded but missing from Wallet

  1. Open the Wallet app and pull down to refresh.
  2. Restart your iPhone.
  3. Confirm Settings → [your name] shows the Apple ID you used during download.

Wrong iCloud account

  1. Settings → [your name] — sign in to the Apple ID that bought or received the ticket.
  2. Return to My Tickets and download the pass again.
  3. Or transfer the ticket to the account your friend uses (see bound-account section).

If something goes wrong at the gate

  1. Show the pass from Wallet — not a screenshot.
  2. Brighten the screen and wait for QR refresh.
  3. Go to guest services with your order confirmation email.

Android users: see Google Wallet troubleshooting.

More help: Game Day · Buyer FAQ