Help a customer with Apple Wallet ticket updates

Use this when a customer has a KORONA Event ticket in Apple Wallet and asks whether it can receive updates.

Understand which tickets can update

A ticket issued with update support can receive a replacement version in Wallet after the organizer publishes it. The customer does not need a separate KORONA Event app. An update may arrive later when the device reconnects; it is not guaranteed to appear immediately.

Older Wallet tickets may not support updates. They cannot gain that ability while remaining unchanged on the device. A replacement must be provided by the organizer, and downloading an old email attachment again does not necessarily enable updates. Do not tell a customer to delete their only available ticket before a usable replacement is available.

Help with an out-of-date ticket

1. Confirm the current event information with the organizer. Do not rely only on the time displayed on an older Wallet ticket.
2. Ask the customer to reconnect their device to the internet and allow Wallet to retrieve available updates.
3. If the ticket still appears out of date, help them obtain the current ticket from their ticket download page or resend the ticket email using the linked instructions below. A resend provides the available ticket; it does not itself enable update support for an older pass.
4. If a replacement produces two Wallet tickets, ask the organizer which one to keep before removing either.

Wallet is a way to display a ticket. A changed or unchanged Wallet display does not determine whether admission is valid; entrance staff use the ticket check-in result.

See Resend a confirmation email or ticket for the staff recovery workflow.