Google Wallet Pass Integration

(User Training Guide — Expian B2C & Reservations Portal)

Overview

The Google Wallet Pass Integration allows customers to store their passes digitally on their mobile devices immediately after purchase or at any time later via their account. This creates a seamless experience from booking to arrival, improves entry flow, and ensures operational accuracy by keeping wallet passes in sync with order status changes inside Expian.

This feature supports:

• Attraction passes
• Memberships or entitlements defined as pass-based products
• Multi-ticket bookings (e.g., Adult + Child)
• Automated pass archiving when orders are cancelled

System Behaviour

When a customer completes an order:

• Expian generates a wallet-ready digital pass.
• The pass can be added instantly from the confirmation page.
• A customer can return later to My Bookings → View Order → Add to Wallet.
• If the order is cancelled:
• The wallet pass automatically archives in Google Wallet.
• Pass design adapts to product configuration (e.g., colours per pass type).
• Multi-pass orders issue individual passes, grouped in a stack.
• The customer’s wallet always reflects the current validity state of the order.

Why It Matters

Google Wallet Pass Integration provides:

• Faster entry: guests simply present their mobile device for scanning.
• Reduced support load: fewer lost-ticket queries and re-sends.
• Operational protection: invalid passes cannot be used once archived.
• Consistency: works across all client types using pass-based products.
• Branded experiences: venues can reflect product identity via colour and layouts.
• Modern customer expectations: wallet-based access is now standard for many guests.

This feature improves both guest experience and venue control.

1. Purchasing a Pass

Customers begin in the B2C Booking Portal to select, configure and purchase their pass.

The purchase flow includes:

Selecting the Product

• Open the Booking Portal.
• Choose a pass product such as Privilege Pass, Annual Pass, Family Pass, etc.
• Select the guest type (e.g., Member Adult, Member Child, Member Carer).
• Choose a start date (the pass validity will begin from this date).

[IMAGE: product selection – placeholder]

Adding to Cart

• Click the price button under Available Options to add the pass to the basket.
• The basket appears on the right showing:
• product name
• visit/start date
• ticket type
• quantity
• subtotal

[IMAGE: basket – placeholder]

Completing Checkout

• Fill in the customer details, including address and communication preferences.
• Select the payment method (e.g., DNA Payments).
• Complete the payment in the secure payment modal.

[IMAGE: payment modal – placeholder]

After successful payment, the user is taken to the Order Complete page.

[IMAGE: order complete – placeholder]

2. Adding a Pass to Google Wallet

Customers can add their pass immediately after purchase or later.

Adding the Pass from the Confirmation Page

1. On the Order Complete screen, select Add to Wallet.
2. The Add to Mobile Wallet page opens, showing:
• Order ID
• Customer name
• QR code
• Buttons for Google Wallet and Apple Wallet (where applicable)
• The user may:
• Scan the QR code on their phone to open the pass page, or
• Click Add to Google Wallet directly
• Google Wallet displays a pass preview.
• Select Add to store it in the wallet.

[IMAGE: add to wallet options – placeholder]

[IMAGE: google wallet add screen – placeholder]

Additional Example

A visitor booking on a laptop scans the QR code with their phone, allowing the pass to open directly in Google Wallet without needing to log back in.

3. Accessing the Pass Later

If the customer chooses not to add the pass immediately, they can retrieve it via My Account.

Steps:

1. Go to Account → My Bookings.
2. Locate the relevant order (Upcoming or Past Bookings).
3. Select View Order.
4. Open More Actions.
5. Select Add to Wallet.

This reopens the Add to Mobile Wallet page.

[IMAGE: my bookings – placeholder]

[IMAGE: more actions – placeholder]

Example

A customer switches phones a month later. They simply log in, open My Bookings, and re-add the pass.

4. Automatic Pass Archiving

When an order is cancelled or refunded inside the Reservations Portal, Expian updates the wallet pass to prevent misuse.

How it Works

When staff cancel/refund:

• Search for the order using the Order ID
• Select View Order Details
• Choose More Actions → Cancel Order
• Complete the refund process

[IMAGE: cancellation process – placeholder]

Once the refund is complete:

• The booking status changes to Cancelled
• When the customer opens the pass in Google Wallet:
• The action button now reads Unarchive (meaning the pass is archived)
• The pass also appears in Google Wallet under Archived Passes

[IMAGE: archived pass – placeholder]

Example

A visitor requests a refund at the venue. Staff process it immediately, and the wallet pass instantly becomes archived, preventing gate misuse.

5. Design & Product Styling

Passes support brand-specific visual design.

Behaviour:

• Each pass product may define a background colour.
• Different products can use different colours to reinforce recognition (e.g., Annual Pass vs Play Pass).
• If no colour is configured, a default grey variant is applied.

[IMAGE: pass colour example – placeholder]

Example

A venue uses gold for Annual Passes and green for Garden Passes. In Google Wallet, these appear side-by-side with clear visual distinction.

6. Multi-Pass Orders

When a customer purchases multiple passes in one order (e.g., Adult + Child):

Behaviour:

• Google Wallet groups them as a stacked set ("2 passes").
• All passes are issued to the order buyer’s wallet.
• Each pass has:
• A unique ticket ID
• A unique QR code
• A specific ticket/member type label
• Passes share:
• Order reference
• Customer name (from the order)

[IMAGE: multi-pass stack – placeholder]

Example

A family of four buys four passes. All four appear in the buyer’s wallet, allowing them to present each pass individually at entry.

Best Practice

• Encourage guests to add their pass immediately after checkout.
• For cancellations, inform customers that wallet passes auto-archive.
• Ensure product colours are configured for brand consistency.
• Use clear product names to minimise confusion (e.g., “Member Adult Pass”).
• Advise customers to use My Bookings if they change devices.
• When testing, remember the default colour applies unless overridden.
• Ensure staff understand that each person must present their own pass even in multi-pass orders.

Summary

Google Wallet Pass Integration provides a smooth, modern, and secure method for guests to store and present their passes. It removes friction, supports self-service, and ensures operational control through automatic status synchronisation. Whether the customer adds their pass immediately or retrieves it later, the experience is consistent and intuitive.

Feature Highlights Appendix

Wallet

General

Refund or cancel triggers pass archive.

Description

Ensures consistency across systems.

Customer refunds pass at kiosk; pass instantly invalidates.

Operational

Groups multiple passes under one order buyer.

Auto-Archive on Refund

Ensures correct validation and fulfilment.

Add to Wallet from Confirmation

A visitor completes a booking and adds their pass instantly.

UX

Feature

Scan from desktop to mobile.

Clean presentation; easier for families and groups.

Multi-Pass Stacking

Parent sees “4 passes” stacked.

Example Use

Pass validity reflects order state.

General

Passes can be retrieved later at any time.

Guest retrieves pass before visiting.

Includes product name, expiry, QR code, ticket type, booking reference.

Product-Specific Styling

QR Code Access

Customers add passes immediately after purchase.

Supports brand identity and easy recognition.

Why It Matters

Wallet

Colours or designs vary by product.

Real-Time Sync

Simple device handover.

Wallet

Category

Staff scan QR code at entry gate.

Annual Pass = gold; Child Pass = blue.

Prevents fraudulent or accidental entry.

Add to Wallet from My Bookings

Supports customers who change devices or close the confirmation page.

Wallet

Full Metadata Pass

Reduces lost-ticket queries; improves arrival readiness.

Archived immediately after cancellation.