Identify where the problem occurs: in the Tapt App, in a saved wallet pass or in an email signature. Test the profile link separately so you can distinguish a profile problem from a sharing or display problem.
The app cannot find my profile
Check that the sign-in email matches the address on your Tapt profile. Check the inbox and spam folder for the verification code.
If several profiles are listed, choose the correct one. If none is available, ask your organisation administrator to verify the profile email.
For a QR or tap connection that fails, try email sign-in. Restart the app and check for an available update in your phone's app store.
I cannot edit details or branding
Your organisation may restrict profile editing. An administrator needs to review that permission or make the change for you.
If only colours or the cover image are unavailable, check whether the profile follows an organisation template. Reconnecting to the app does not establish permission to change those settings.
A wallet pass will not add or looks outdated
Open the latest invitation on the phone where you want to add the pass.
Choose the option for the correct phone type.
Check that the invitation belongs to your profile.
Ask the administrator to verify the assigned template and both wallet previews.
Use Update wallet branding and check an existing pass if branding has changed.
A Tapt wallet pass shares by QR scan. It does not send the profile by tapping phones together.
If the QR destination is wrong, stop sharing that pass and have the profile checked.
The email signature is missing or incorrect
Check that the setup email reached the profile holder and that they completed the instructions for their email app.
Compare a newly composed message with the Tapt template preview. If the details are wrong in both places, check the source profile. If only the email is wrong, repeat the provider-specific setup using the latest signature.
For a centrally managed Outlook signature, ask the administrator to use the Outlook integration troubleshooting guide.
Contact Tapt Support
If the issue persists, email Tapt Support with:
The organisation and affected profile.
The exact error or a screenshot.
The phone model and app version, wallet type or email client.
The time tested and the checks already completed.
For a design mismatch, include the template preview and the result. Do not include passwords or sign-in verification codes.