Digital Pass – Apple Wallet (Creation & Cancellation)

Overview

This document explains how to create a digital Privilege Pass and add it to Apple Wallet, as well as how cancelling an order automatically invalidates the pass in the customer’s wallet.

The flow covers:

• Creating an order for a Privilege Pass
• Adding the pass to Apple Wallet via QR code or direct mobile access
• Automatic device detection (iOS)
• Real-time wallet updates when an order is cancelled

This process applies to Privilege Passes and similar pass-based products supported by Expian.

Why It Matters

Digital wallet passes provide a fast, frictionless entry experience while maintaining strong operational control.

Correct use of this flow ensures:

• Customers can access passes quickly on their mobile devices
• Reduced reliance on printed tickets or emails
• Real-time validation at entry via QR codes
• Immediate invalidation of passes when orders are cancelled
• Accurate entitlement, access control, and reporting

This is especially important for annual passes, memberships, and high-volume visitor attractions.

Creating a Digital Pass and Adding It to Apple Wallet

Step 1 — Order Is Created

First, create an order for a Privilege Pass through the normal booking flow.

Once created, the order can be viewed in the Reservations Portal (B2C) as normal.

(Insert Screenshot: Order Details – Privilege Pass)

Step 2 — Access the Add to Wallet Option

Within the order details screen:

1. Open the More Actions menu
2. Select Add to Wallet

This opens the Wallet Pass page.

(Insert Screenshot: More Actions → Add to Wallet)

Step 3 — Wallet Pass Page

On the Wallet Pass page, the user can:

• Scan a QR code using their mobile device, or
• Open the same page directly on their phone

Both options lead to the same result.

(Insert Screenshot: Wallet Pass Page with QR Code)

Step 4 — Scan the QR Code Using an iPhone

For this demonstration:

1. The QR code is scanned using a real iPhone
2. The phone camera recognises the QR code
3. The user selects Open in Chrome

(Insert Screenshot: iPhone Camera Scanning QR Code)

Step 5 — Automatic Apple Wallet Detection

Once the page opens on the phone:

• The system detects the device is an iOS / Apple device
• Apple Wallet functionality opens automatically
• The pass is displayed on screen

The user taps Add to save the pass to Apple Wallet.

(Insert Screenshot: Apple Wallet – Add Pass Screen)

Step 6 — Pass Successfully Added

After adding:

• The pass appears in Apple Wallet
• It includes key details such as pass type, validity dates, booking reference, and QR code

(Insert Screenshot: Apple Wallet – Active Privilege Pass)

Cancelling an Order and Wallet Pass Invalidation

This section demonstrates how cancelling an order automatically invalidates the associated Apple Wallet pass.

Step 7 — Locate the Order in the Reservations Portal

1. Open the Reservations Portal
2. Find the relevant order
3. Open More Actions
4. Select Cancel Order

(Insert Screenshot: Reservations Portal – Cancel Order Action)

Step 8 — Review and Proceed to Checkout

On the cancellation flow:

1. Review the cancellation summary
2. Click Checkout

(Insert Screenshot: Cancellation Summary – Checkout)

Step 9 — Continue to Payment

At the bottom of the next screen:

• Click Continue to Payment

This confirms the cancellation.

(Insert Screenshot: Continue to Payment Button)

Step 10 — Order Cancelled Confirmation

Once completed:

• The Order Cancelled confirmation page is displayed
• The user can select View Order

(Insert Screenshot: Order Cancelled Confirmation)

Step 11 — Order Status Updated

Back in the order view:

• The order status now shows Cancelled
• Financial and booking details reflect the cancellation

(Insert Screenshot: Cancelled Order Details)

Step 12 — Wallet Pass Automatically Invalidated

When returning to Apple Wallet:

• The previously active pass is now invalid
• The QR code is greyed out
• A message appears stating “This pass has expired”

The pass is no longer usable for entry.

(Insert Screenshot: Apple Wallet – Expired Pass)

Apple Wallet – What to Expect (Initial Release)

Apple Wallet support is available as part of the initial release of digital passes. The experience has been designed to be simple and reliable, while a small number of enhancements are planned for future updates.

Below is an overview of how Apple Wallet works today.

Adding Passes to Apple Wallet

When an order includes multiple passes:

• All passes from that order are added to Apple Wallet together
• Passes are downloaded as a single set
• It is not currently possible to add individual passes separately

This ensures a smooth and consistent experience when adding passes to your wallet.

Names Shown on Passes

All passes display the name of the main booker.

• Individual ticket holder names are not shown on separate passes
• This applies even when details are entered for multiple people during booking

Support for individual names on each pass is planned for a future update.

Cancellations and Pass Validity

Apple Wallet passes reflect the overall status of your booking.

• If an entire order is cancelled, all associated passes are automatically invalidated
• If part of an order is cancelled:
• The remaining passes will continue to appear in Apple Wallet
• Passes are not automatically updated on an item-by-item basis

Apple Wallet itself supports expiry based on dates (for example, after a visit date has passed). The behaviour above relates only to how booking changes are applied.

Managing Passes in Apple Wallet

You remain in control of your passes within Apple Wallet:

• Individual passes can be removed manually at any time using standard Apple Wallet features
• This does not affect the original booking, only the pass stored on your device

Summary

Apple Wallet provides a fast, convenient way to access your digital passes, with real-time validation and clear visual status updates.

While some features, such as individual pass selection and personalised names, will be added in future releases, the current experience ensures:

• Easy access to passes on your mobile device
• Reliable entry using QR codes
• Clear indication when a pass is no longer valid

Best Practices

• Encourage customers to add passes to their mobile wallet immediately after booking
• Ensure staff understand that wallet passes update automatically
• Always cancel orders through the Reservations Portal to guarantee pass invalidation
• Do not rely on visual inspection alone — always scan QR codes at entry
• Treat expired or greyed-out passes as invalid access

Feature Highlights

Summary

The Apple Wallet digital pass flow provides a seamless experience for customers while maintaining full operational control for venues.

Key outcomes:

• Simple pass delivery via QR code or mobile
• Automatic Apple Wallet integration
• Immediate wallet updates when bookings change
• Clear visual indicators for expired or invalid passes

This ensures a smooth guest experience and reliable, auditable access control across Expian-powered venues.

Wallet reflects booking status

Adds passes directly to Apple Wallet

Device Detection

Real-Time Invalidation

Single Source of Truth

Apple Wallet Integration

Fast, familiar mobile experience

Why It Matters

Accurate access control

Reduces user friction

QR Code Access

Pass expires instantly on cancellation

Description

Prevents misuse or fraud

QR code embedded in wallet pass

Feature

Automatically detects iOS devices

Quick and secure entry scanning