What do members see on their wallet pass?

Loyalty cards live in Apple Wallet and Google Wallet — how members add them, how balances and notices behave, and how to message every saved card.

Members can carry your loyalty card in their phone's wallet — a real Apple Wallet or Google Wallet pass in your colours. Their loyalty card in the customer portal shows the official Add to Apple Wallet and Add to Google Wallet buttons, matched to their device: iPhones see the Apple button, Android phones the Google one, and a computer shows both. Wallet passes come free with loyalty — on Pro and Complete, or with the standalone Loyalty product.

What's on the card

The front carries your logo, colours and banner from the card designer, the member's name (optional), their live balance, and the QR code staff scan at the venue. When the member has banked a full card a rewards-ready line joins it (for example "2 ready to claim"), and when they have saved offers waiting the front shows the count — an offers-waiting line on both platforms that updates quietly as offers are claimed and redeemed, never with a notification. Apple keeps that front row short, so everything else sits on the back: the scheme name (optional), the member's code, and three details each behind their own designer toggle, all on by default — Show "Member since" (the month the member joined), Show the next reward (how far to their next reward), and Show your contact details (your phone, address and website). Member since and the next reward also show on the portal card; your contact details stay on the wallet pass. The back also carries your optional "about" note, their latest reward moment, your latest card message (see "Message members" below), and a View your loyalty card online link that opens their card in the customer portal.

Balances update by themselves

Every earn, redemption and adjustment updates the saved pass automatically — the member walks out and their card already shows the new balance. Saving the card designer pushes design changes the same way, so a colour refresh reaches every saved card without anyone re-adding it. On stamp cards the pass never shows more than a full card: a member who has banked more than the target sees "9 of 9" plus a rewards-ready line (for example "2 ready to claim") until they redeem.

Lock-screen notices — and one platform difference

Whether an update also pings the member's lock screen follows your Lock-screen notices setting on the Card design tab: Reward moments (default — only when a reward unlocks, the card fills, or a reward is redeemed), Every change, or Silent. Two honest caveats, both stated in the designer:

• Apple Wallet only. Google cards update their balance just as instantly, but never show a notice — a documented platform difference, not a fault. Don't promise Android members lock-screen pings.
• Some updates are deliberately always silent on every setting: balance-expiry warnings and data-removal updates never notify, and neither does a refund clawback.

Message members' cards

The Message members button sits at the top of the Loyalty page beside Pause/Resume (it needs the "Set up and edit the scheme" permission). It posts one short update — up to 300 characters, e.g. "Double stamps all next week!" — to every saved wallet card. Worth knowing before you send:

• One message at a time. The card holds a single latest message; a new send replaces the previous one.
• Up to 3 a day, a hard limit — and as the compose box itself says, about one a week is the sweet spot.
• Show until — each send carries an expiry date, defaulting to 30 days out. Apple messages quietly disappear after that date; Google hides the message itself on the date.
• How members hear about it — Apple Wallet holders get a lock-screen notice when you send (the message lands on the card back under a "latest from" heading carrying your restaurant's name); Google Wallet holders get Google's own notification. Expiry and clearing are always silent on both.
• Clear message now — empties the slot early, quietly (no notification).
• Who it reaches — holding the card is the opt-in: the message goes to saved wallet passes only, so members who removed the pass from their phone aren't reached. No email is sent, so email marketing preferences aren't involved.

Google Wallet needs your logo

Google requires a logo on every loyalty card. If you haven't set one (Settings → Branding, or a card-specific logo in the designer), members get the Apple pass only and the Google option stays hidden — there's never a ResoFlow-branded stand-in. A square transparent PNG works best: if your logo arrives on a plain solid background, ResoFlow conservatively trims that background away for the Apple pass so it doesn't sit in a visible box — the designer warns you when an opaque or JPG logo can't be trimmed safely.

If your plan stops including loyalty

Moving to a plan without loyalty freezes the scheme — unless you own the standalone Loyalty product, which keeps your scheme running through any plan change (the product grant, not the plan, is what carries it). Where the scheme does freeze, saved wallet cards say so honestly. Apple cards refresh with a "Scheme paused" note on the back ("Your balance is safe and will be ready if it returns") and stop showing the next-reward and rewards-ready lines; Google cards gain the same "Scheme paused" note. The balance stays on the card — points are frozen, not lost — and nothing pings members' lock screens about it. Upgrade again and the cards refresh straight back to normal.

If you close the scheme

Deleting your scheme emails every active member — the "Loyalty — scheme closed" template, whose closing facts are fixed but whose P.S. line is yours for a personal note. Saved wallet cards close too: Apple cards grey out as no longer valid shortly after the delete (silently — the email is the worded goodbye), and Google cards receive a closure notice telling holders the scheme has closed and their stamps and points are no longer valid.

Related: How do I design the loyalty card? · How do I set up a loyalty scheme? · How do saved offers work?