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User Guide

Google Wallet troubleshooting

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Google Wallet troubleshooting

Use the correct Google account

Google Wallet passes save to the Google account you're signed into when you tap Add to Google Wallet.

  1. On Android, open Settings → Google and confirm you're on the account that should hold the ticket.
  2. If prompted during save, pick the right account — don't use a work account if the ticket should be personal.
  3. Open Google Wallet and confirm the pass is under Passes.

Pass will not save

  1. Use a stable connection — switch between Wi‑Fi and mobile data if save fails.
  2. Open the ticket link in Chrome on your Android device (in-app email browsers can cause trouble).
  3. Disable VPN or proxy temporarily, then tap Add to Google Wallet again.
  4. Close the browser tab and reopen the ticket from My Tickets or a fresh secure link.
  5. If you see Need Google Wallet?, follow the install prompt — most Android devices need the Google Wallet app.
On iPhone, you can still save Google Wallet passes through the browser, but most people use Apple Wallet on iOS. See Apple Wallet troubleshooting for iPhone help.

Pass missing or invalid at the gate

  1. Open Google Wallet (not a screenshot or email QR).
  2. Turn up screen brightness and turn off battery saver modes that dim the display.
  3. Tap the pass and wait a few seconds — QR codes refresh on their own.
  4. If the pass shows invalid or expired, check My Tickets — the ticket may have been transferred or cancelled.
  5. Go to guest services with your order confirmation email if it still won't scan.

Purchased for someone else

Wallet passes should be on the person who's attending:

  1. Transfer the ticket to their email.
  2. They accept and open the ticket in My Tickets.
  3. They tap Add to Google Wallet from their account.

Other fixes

Pass saved but not visible:

  • Open Google Wallet, pull to refresh, or force-close and reopen the app.
  • Confirm you're signed into the same Google account you used when saving.

Secure link says ticket already saved:

  • The pass may already be in Wallet under a different Google account. Check each account you're signed into.
  • Contact event support for a new secure link if you can't find the pass.

Samsung device:

  • If you see Add to Samsung Wallet on your order page, you can use that instead of Google Wallet.

See Managing Your Tickets, Game Day, and the Buyer FAQ.