HqO

Wallet Pass Troubleshooting

Answers to the most common questions about adding your building access pass to Apple Wallet or Google Wallet through the HqO app — and what to do when something doesn't work.

Adding your pass

Your pass becomes available in the HqO app once your property team has set up your building access. The Add to Apple Wallet and Add to Google Wallet buttons appear when everything is ready.

I see "Cannot Add to Apple Wallet." What should I check?

This message comes from your iPhone or Apple Watch settings rather than from HqO. Work through this checklist — one of these resolves it in almost every case:

  1. A passcode or Face ID is enabled on your iPhone (and Apple Watch, if you're adding the pass there).
  2. Wallet & Apple Pay is enabled, and you're signed in to iCloud.
  3. You're signed in with a personal Apple ID — Apple IDs managed by an employer can't add passes.
  4. Your device's region matches where you actually are, and there are no pending iOS updates.
  5. Your iCloud account has no pending actions (for example, unaccepted iCloud terms & conditions).
  6. No workplace device policy is blocking Wallet. Check Settings > General > VPN & Device Management.
  7. If you have older building passes on the device, remove them and try again.
  8. If the pass is already on another one of your devices, remove it there first.
  9. As a last resort, sign out of iCloud and back in. Payment cards in your Wallet will need to be re-added afterward.

I got "We couldn't find your user. Please contact your administrator."

This means your building access hasn't been set up yet in your building's access control system, or the email on file there doesn't exactly match the email you use to sign in to the HqO app.

Contact your property team and ask them to confirm two things:

  1. You've been granted mobile access in the building's access system.
  2. The email there matches your HqO sign-in email exactly — a typo or a different address produces this error.

Once they confirm, return to the HqO app and try again.

I got "Something went wrong. Please check your connection and try again."

Despite the wording, this usually isn't about your internet connection. Try these in order:

  1. Make sure you're on a strong Wi-Fi or cellular connection, then retry.
  2. Wait a few minutes and try again — brief service interruptions clear on their own.
  3. If it keeps happening, contact your property team to confirm your building access is active and your email matches your HqO sign-in — an incomplete access setup shows this same message.

My pass won't add to Google Wallet on Android.

  1. Confirm the Google Wallet app is installed and you're signed in.
  2. If your phone has a work profile, make sure the HqO app is installed in your personal profile — work profiles block the technology the pass relies on.
  3. Remove any existing building pass in Google Wallet, then try adding again.
  4. Still stuck? Uninstall and reinstall the HqO app, sign in, and go through setup again.

The "Add to Wallet" button never appears in the app.

The button only appears once your access is fully set up on the building side. If you don't see it, your access is still pending — reach out to your property team to confirm your setup is complete, then reopen the app.

Using and managing your pass

My pass disappeared from my wallet. Is my phone broken?

No — your phone is fine. A wallet pass is removed automatically whenever your building credential is revoked or re-issued, for example during an overnight building sync or after a change to your access.

Contact your property team to confirm your access is still active. Once it's restored, add the pass again from the HqO app.

The pass is in my wallet, but the door won't open.

  1. Hold the top of your phone (or your watch face) flat against the reader for a moment — quick taps or holding the bottom of the phone are the most common cause.
  2. Remove the pass from your wallet and re-add it from the HqO app.
  3. If it still doesn't work, contact your property team — the credential may not have fully issued on the building side, which they can fix.

I got a new phone (or deleted the app). How do I get my pass back?

Passes don't transfer automatically. Install the HqO app on your new phone, sign in with the same account, and add the pass again from the access screen.

If your old device is still active, remove the pass from it first — an existing pass on another device can block a new one from being added.

Is there a service outage right now?

Occasionally the wallet provisioning service has a temporary disruption. During one, adding a new pass may fail, or appear to finish without the pass showing up — but passes already in your wallet keep working at the door.

If several colleagues hit the same issue at the same time, wait an hour and try again before contacting support.

Getting help

Who should I contact — my property team or HqO?

  • Your property team handles building access itself: granting access, fixing an email mismatch, restoring a revoked credential.
  • HqO support (reachable through the app) handles the app and the pass experience: errors during setup, the app misbehaving, or anything you can't resolve with the checklist above.

💡 Tip: The Add to Wallet screens themselves are provided by Apple and Google, so their look and wording can't be changed by HqO or your property team.

What should I include when I contact support?

Including these up front usually saves a full day of back-and-forth:

  • The email address you use to sign in to the HqO app
  • Your building name
  • Your device (iPhone or Android) and the HqO app version
  • The exact error message — a screenshot is ideal
  • When it happened (date and approximate time)
  • Whether colleagues are seeing the same issue

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