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.
Depending on your building, HqO issues the pass through HID Origo or SwiftConnect. The Apple and Google steps below are the same for both. If you're not sure which one your building uses, ask your property team. Messages specific to SwiftConnect are covered further down this page.
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:
- A passcode or Face ID is enabled on your iPhone (and Apple Watch, if you're adding the pass there).
- Wallet & Apple Pay is enabled, and you're signed in to iCloud.
- You're signed in with a personal Apple ID — Apple IDs managed by an employer can't add passes.
- Your device's region matches where you actually are, and there are no pending iOS updates.
- Your iCloud account has no pending actions (for example, unaccepted iCloud terms & conditions).
- No workplace device policy is blocking Wallet. Check Settings > General > VPN & Device Management.
- If you have older building passes on the device, remove them and try again.
- If the pass is already on another one of your devices, remove it there first.
- 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:
- You've been granted mobile access in the building's access system.
- 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."
This is the Android message in buildings that use SwiftConnect. It appears when the HqO app asked HqO's servers for your SwiftConnect sign-in token and got no response, usually because of a network problem. If a key is already saved on your phone, the app shows it instead. If HqO's servers answer with an error, the app skips this message and shows "Your key could not be found. Please contact support" straight away.
- Make sure you're on a strong Wi-Fi or cellular connection, then select Try again.
- Wait a few minutes and try again — brief service interruptions clear on their own.
- If the retry fails, the app switches to "Your key could not be found. Please contact support." The connection may still be failing, or SwiftConnect may not recognize your account. See the message tables below.
My pass won't add to Google Wallet on Android.
- Confirm the Google Wallet app is installed and you're signed in.
- 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.
- Remove any existing building pass in Google Wallet, then try adding again.
- 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.
- 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.
- Remove the pass from your wallet and re-add it from the HqO app.
- 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.
If your building uses SwiftConnect
HqO issues wallet passes through one of two credential providers, depending on the building. This section applies only if yours uses SwiftConnect. When the handoff between HqO, SwiftConnect, and your wallet is interrupted, the app shows one of a small set of messages. These tables tell you which step failed and what to do next.
How your pass is issued
- You open the access screen. The HqO app asks HqO's servers for a SwiftConnect sign-in token, using the email you signed in with.
- HqO signs in to SwiftConnect with your building's account and requests a token for that email.
- The app signs in to SwiftConnect with the token and checks whether a pass can be added on this device.
- You select Add to Apple Wallet or Add to Google Wallet. Apple or Google handles the rest.
Step 2 is where most failures happen. It almost always means SwiftConnect has no user with your HqO sign-in email — your access hasn't been set up yet, or the email on file there is different.
iPhone messages
The iPhone app shows the text of these alerts in English in every language. The Try again and Contact support buttons on the first two alerts appear in your language, and so does Apple's Add to Apple Wallet button.
| Message | Button | What it means | What to do |
|---|---|---|---|
| "Something went wrong" — "A connectivity issue occured. Please click below to try again" | Try again | HqO couldn't get a SwiftConnect token for your account, or SwiftConnect returned an error while signing in or adding the pass. Despite the wording, it's rarely your connection. | Select Try again once. If it fails again, the app shows the next message. |
| "Something went wrong" — "Your key could not be added to your Apple Wallet. Please click below to contact support." | Contact support | The retry also failed. Your account most likely isn't set up in SwiftConnect yet, or the email there doesn't match your HqO sign-in email. | Ask your property team to confirm both. Contact support opens an email to your building's support address with your account details filled in. |
| "Something went wrong" — "Could not connect to SwiftConnect. Please try again later or click below to contact support if the issue continues." | Contact Support | The app couldn't start SwiftConnect. Either another mobile access key is still active in the app, or the building's SwiftConnect settings didn't reach the app. | Force-close the HqO app and reopen it. If it repeats, contact support — this is a building configuration issue. |
| Add to Apple Wallet is greyed out, with no message | — | SwiftConnect reports that a pass can't be added right now, usually because a pass for this building already exists on this iPhone or a paired Apple Watch. | Open Wallet and look for an existing pass, then work through the "Cannot Add to Apple Wallet" checklist above. |
| You closed Apple's Add to Wallet sheet | — | Not an error. Nothing was added, and the button becomes available again. | Select Add to Apple Wallet again when you're ready. |
Android messages
Your building uses one of two Android modes: a pass in Google Wallet, or a Digital Key inside the HqO app that works over NFC. The messages are the same in both.
| Message | Button | What it means | What to do |
|---|---|---|---|
| "Device not supported" — "This feature is not currently available on your device. For any urgent needs during this time, please contact support" (full screen) | — | Your phone doesn't support the NFC technology the key relies on. | There's no fix on this device. Ask your property team about a physical badge or another access option. |
| "Something went wrong" — "Please check your connection and try again" | Try again | The app asked HqO's servers for your SwiftConnect token and got no response, usually because of a network problem. It only appears if no key is saved on your phone yet. | Check your connection and select Try again. If the retry fails, the next message appears. |
| "Something went wrong" — "Your key could not be found. Please contact support" | Contact support | HqO couldn't get your SwiftConnect token, or SwiftConnect couldn't add or refresh your key. Most often your account isn't in SwiftConnect, or the email doesn't match your HqO sign-in. An error reply from HqO's servers shows this message straight away, with no Try again step first. | Ask your property team to confirm your access is set up and the email matches. Contact support opens an email to your building's support address. |
| The key screen keeps loading after your pass disappeared | — | The app detected that your credential was revoked or deleted and is requesting a new one automatically. | Wait a moment. If it doesn't finish, pull down to refresh, or go back and reopen the access screen. |
| "Added to Wallet" — "It works like your plastic badge. Just tap and go. No need to open Wallet." | View in Wallet | Success. Your pass is in Google Wallet and ready to use at the reader. | Nothing — tap your phone on the reader. |
For property teams and support
Tenants never see the errors below. They're what HqO records behind the messages above, and they tell you where to fix the problem. Log text is always in English.
| Underlying cause | What HqO logs | What the tenant sees | Fix |
|---|---|---|---|
| The tenant's HqO sign-in email has no matching user in SwiftConnect | "Failed to retrieve user token for <email>" | iPhone: the retry alert, then the contact-support alert. Android: "Your key could not be found" | Add the user in SwiftConnect with the exact HqO sign-in email, or correct the email there. |
| HqO can't sign in to the building's SwiftConnect account | "Failed to retrieve access token from SwiftConnect" | Same as above, but for every tenant in the building at once | The building's SwiftConnect account credentials in HqO are wrong or expired. Contact HqO. |
| The building's SwiftConnect settings didn't reach the app | "Did not receive Metadata!" | iPhone: "Could not connect to SwiftConnect" | The SwiftConnect instance for the building is missing its base URL, application ID, or Origo UUID. Contact HqO. |
| Another mobile access key is still running in the app | "Swiftconnect startup blocked by unsafe HID status" | iPhone: "Could not connect to SwiftConnect" | Have the tenant force-close and reopen the HqO app. |
| SwiftConnect refused to provision the pass on the device | "You can't provision a card on this device", "canProvisionResult is false", "Token is null", or an endpoint setup, wallet provision, wallet setup, or refresh error | Android: "Your key could not be found" | Check for an existing pass on the device, the device's eligibility, and the credential status in SwiftConnect. Escalate to HqO if all three look right. |
| HqO's servers didn't respond | A network error on the token request | Android: "Please check your connection and try again". iPhone: the retry alert. If a key is already saved on the phone, Android shows it instead of an alert. | Wait a few minutes and retry. If it lasts more than an hour, contact HqO. |
| HqO's servers returned an error | A server error on the token request | Android: "Your key could not be found", with no Try again step. iPhone: the retry alert, then the contact-support alert. If a key is already saved on the phone, Android shows it instead of an alert. | If several tenants see it at once, or it lasts more than a few minutes, contact HqO. |
When you escalate to HqO, include the tenant's HqO sign-in email, the building, the device and app version, the exact message, and the time it happened.
Messages that aren't listed here
Anything else comes from outside the HqO app. The Add to Wallet screens belong to Apple and Google, and the sign-in and pass-issuing steps inside them belong to SwiftConnect. "Cannot Add to Apple Wallet" and "We couldn't find your user" are examples, and the sections above cover what to do about each.
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
Related
- Troubleshooting — common issues with the HqO mobile app, admin portal, and web experience
- Contact Support — how to reach HqO support
- Mobile Access & Digital Keys — how HqO provisions mobile credentials, for property teams