Need Help With Your Digital Wallet Pass?

We're sorry that you're experiencing an issue getting your digital wallet pass set up for your gym access.

While 99% of gym members don't experience any issues with their set up, the added security features that wallet passes offer and their need to bind to a unique device can sometimes cause issues during set up.

Thankfully a majority of issues can be alleviated with a few quick fixes. Simply follow the troubleshooting options below and we'll have you back in your gym in no time.

Need Help With Your Digital Wallet Pass?

We're sorry that you're experiencing an issue getting your digital wallet pass set up for your gym access.

While 99% of gym members don't experience any issues with their set up, the added security features that wallet passes offer and their need to bind to a unique device can sometimes cause issues during set up.

Thankfully a majority of issues can be alleviated with a few quick fixes. Simply follow the troubleshooting options below and we'll have you back in your gym in no time.

have you checked these things Before You start?

Open your Apple Wallet or Google Wallet and check if the pass is already there.

Make sure you’re using the most recent pass email you received.

If you’re on Wi-Fi and it isn’t working, switch to mobile data (4G/5G) and try again.

Make sure your phone/device software is up to date.

Temporarily disable any VPN or content blockers.

Apple Device FAQs (iPhones / Apple Watches)

Double-check that you're using a supported device (Phone or Watch)

Apple Wallet is compatible with all iPhones from the iPhone 6 onwards, running iOS 9 or later.

ensure that you are signed into the account connected to the pass

Digital Wallet Passes can only be connected to one Apple ID, so make sure it's the same one you added the wallet to initially.

Confirm that Face ID, Touch ID, or a passcode are set up on device.

Some Apple Wallet features won't work without at least one security option set up on your device, so check your device security settings.

ensure you're using the latest version of the apple ios

To use with Apple Watch, you'll need a Watch Series 4 or later, which must be paired with an iPhone 8 or later.

The link opens the Apple Pay website instead of the “Add to Apple Wallet” option

Apple Wallet passes must open in Safari.

If the link opens in:

Chrome
Gmail app
Outlook app
Yahoo app
Any in-app browser

It may redirect to apple.com instead of opening the pass.

Step-by-step fix:

Go to Settings
Scroll to your browser (e.g. Chrome)
Tap Default Browser App
Select Safari
Return to your email and tap the pass link again

Important: If You Are Using Gmail, It May Still Override Your Default Browser

Even if Safari is set as default, Gmail can still override it.

To fix this in Gmail:

Open the Gmail app
Tap the three-line menu (top left)
Tap Settings
Scroll to the bottom
Tap Default apps
Set the browser to Default
Try the pass link again

Important: Copy & Pasting The Link Into Your Browser Does Not Work.

If none of the above works, instead of copy and pasting the email link into your browser, try this instead:

Open your email in Safari directly

Open Safari
Log into your email account in the browser itself
Open the pass email there
The link should now open as a new window in Safari

Important: Use the Text Link, Not Just the Wallet Icon

If tapping the Apple Wallet icon does not work:

Scroll down in the email
Use the direct text link underneath the wallet icon instead

Sometimes tapping the image icon does not trigger the correct wallet behaviour.

It says “Pass Disabled” / won't verify / activating for a long time

This can happen if:

The pass was previously downloaded
It is linked to another device
It is bound to a different Apple ID
An older version of the pass is still saved
The device is not properly verifying the pass

Step-by-step fix:

Open Apple Wallet
Check if the pass is already there
If you see an older or disabled version:
- Tap the pass
- Tap the three dots (…)
- Select Remove Pass
Make sure you are signed into the correct Apple ID
Return to your email
Open the link again in Safari

If the pass continues activating for a long time or will not verify, contact your gym.

There is an issue with your Email app (Gmail / Yahoo)

Some email apps open links inside their own browser, which can prevent wallet passes from loading correctly.

Most email providers offer a webmail version of their mailbox, which will allow you to bypass this browser issue.

Log in via webmail:

Open Safari
Head to the webmail version of your email provider
Log in to your email provider within the Safari browser itself
Open the link in your email, which should open it in Safari

I don't know if I have a Face ID or Passcode set up on my device

Some iPhones require device authentication to add passes.

To check:

Go to Settings
Tap Face ID & Passcode
Make sure Face ID or a device passcode is enabled
If there is none set up, then set one up now. Be sure to remember any passcodes, as this will secure your device, not just your Apple Wallet
Try adding the pass again

I don't know how to update my iOS to the latest version

Older versions of iOS may prevent wallet passes from working correctly.

To update:

Go to Settings
Tap General
Tap Software Update
Install any available updates
Try adding the pass again in Safari

I may have a network or security blocking issue

In some cases, a network or device setting may block the pass from loading.

Try:

Switching from Wi-Fi to mobile data
Temporarily disabling:
- VPN
- Content blockers
- Security apps
Trying again

I recently changed my phone after downloading my Wallet Pass

If you previously downloaded the pass on another device:

Remove the pass from the old device (if possible)
Make sure you are signed into the correct Apple ID
Add the pass again using the latest email link

None of the above solutions have worked

If the steps above don’t resolve the issue, contact your gym and provide:

Phone type (iPhone or Android)
OS version
Email app used
Browser used
Exact error message (a screenshot helps)

In rare cases, some devices or configurations may prevent digital wallet passes from working correctly. If necessary, your gym can issue an alternative access method in the short term, so you can still use the gym’s facilities.

Android Device FAQs (Samsung Devices / Phones / Watches)

Double-check that you're using a supported device (Phone or Watch)

Any Android supported device must have NFC available as a feature.

ensure that you are signed into the account connected to the pass

Digital Wallet Passes can only be connected to one Google Account, so make sure it's the same one you added the wallet to initially.

Confirm that Face ID, Touch ID, or a passcode are set up on device.

Some Google Wallet features won't work without at least one security option set up on your device, so check your device security settings.

ensure you're using the latest version of the Android os

Google Wallet requires an Android phone running Android 9 or higher. Any devices must have Android 11 or higher for full NFC wallet features.

It says “Pass Disabled” / won't verify / activating for a long time

This can happen if:

The pass was previously downloaded
It is linked to another device
It is bound to a different Google Account
An older version of the pass is still saved
The device is not properly verifying the pass

Step-by-step fix:

Open Google Wallet
Check if the pass is already there
If you see an older or disabled version:
- Tap the pass
- Tap the three dots (…)
- Select Remove
Make sure you are signed into the correct Google Account
Return to your email
Open the link again in Chrome

If the pass continues activating for a long time or will not verify, contact your gym.

There is an issue with your Email app (Gmail / Yahoo)

Some email apps open links inside their own browser, which can prevent wallet passes from loading correctly.

Most email providers offer a webmail version of their mailbox, which will allow you to bypass this browser issue.

Log in via webmail:

Open Chrome
Head to the webmail version of your email provider
Log in to your email provider within the Chrome browser itself
Open the link in your email, which should open it in Chrome

I get a notification that says 'Your Pass Details Are Unavailable Right Now'

This message usually appears because the pass is already in your Google Wallet.

Google Wallet sometimes blocks adding a duplicate pass and instead shows this message.

Step-by-Step: How to Check

Open the Google Wallet app on your phone
Scroll through your saved passes
Look for your gym’s digital pass
Tap the pass to confirm it opens correctly

If you can see the pass in your Wallet, there is no need to download it again.

If You Use Multiple Google Accounts

If you have more than one Google account on your phone:

Open Google Wallet
Tap your profile picture (top right)
Switch to your other Google account(s)
Check each account for the pass

The pass may have been added under a different account.

If the Pass Is in the Wrong Google Account

Google Wallet passes cannot be transferred between accounts. You must remove it and add it again using the correct account.

Step 1 – Remove the Pass from the Incorrect Account

Open Google Wallet
Make sure you are logged into the account where the pass currently exists
(Tap your profile picture to confirm)
Find the gym pass
Tap the pass
Tap the three dots (…)
Select Remove

Step 2 – Switch to the Correct Google Account

In Google Wallet, tap your profile picture
Select the correct Google account
(or add it if it is not listed)

Step 3 – Re-add the Pass

Open the original pass email
Make sure the link opens in Chrome
Tap the pass link
Add it to Google Wallet

If the original link no longer works, contact your gym and ask them to resend the pass email.

I don't know if I have a Face Recognition or Passcode set up on my device

Some Android devices require device authentication to add passes.

To check:

Go to Settings
Tap Security & Privacy
Tap Screen Lock & Biometrics to see if any security method is in place
If there is none set up, then set one up now. Be sure to remember any passcodes, as this will secure your device, not just your Google Wallet
Try adding the pass again

I don't know how to update my Android OS to the latest version

Older versions of Android may prevent wallet passes from working correctly.

To update:

Go to Settings
Scroll down and tap Software Update
Install any available updates
Try adding the pass again in Chrome

I may have a network or security blocking issue

In some cases, a network or device setting may block the pass from loading.

Try:

Switching from Wi-Fi to mobile data
Temporarily disabling:
- VPN
- Content blockers
- Security apps
Trying again

I recently changed my phone after downloading my Wallet Pass

If you previously downloaded the pass on another device:

Remove the pass from the old device (if possible)
Make sure you are signed into the correct Google account
Add the pass again using the latest email link

None of the above solutions have worked

If the steps above don’t resolve the issue, contact your gym and provide:

Phone type (iPhone or Android)
OS version
Email app used
Browser used
Exact error message (a screenshot helps)

General FAQs

How do I get a Wallet Pass for my Membership?

The quickest way to get a digital pass for your club is to first check that your club offers Wallet Passes for their memberships.

Not all the clubs we supply use Digital Wallet Passes as an available entry method, so they may not be able to provide you with the service.

However if they do, then someone at the club can easily sort that out for you either at the facility or by pointing you to the right person to speak to at Ashbourne.

How do I use my Wallet Pass to access my club?

Once your Digital Wallet Pass is set up, it works just like any other digital card saved in your Wallet app.

For Apple Users:
Open or tap your iPhone or Apple Watch near the access point. Your pass will appear automatically, granting instant entry – no need to unlock your device or open an app.

For Android Users:
Open your Google Wallet or simply hold your unlocked phone near the scanner. In most cases, your pass will appear automatically thanks to NFC detection, allowing seamless entry into the club.

My Pass isn't letting me into the gym?

If your pass is appearing on your phone at the gym access point, but isn’t letting you in, then it is most likely because there is an issue with your gym membership account.

Wait a moment and try again. If the issue continues, then ask someone at the gym to check your account status, or contact our support team to discuss your gym membership.

I just got a new phone, will i still have access to my old passes?

Yes – your pass is tied to your account, not your device.

For Apple Users:
When you sign in with your existing Apple ID on your new iPhone or Apple Watch, your Wallet will automatically sync and restore your active passes.

For Android Users:
Your pass is saved to your Google Account. Once you sign in to your Google Wallet on your new device, your passes will reappear automatically.

If you don’t see them, check your Wallet app settings or re-download your pass using the original link in your email or SMS.

Do you still need more help?

If none of the above solutions helped you resolve your issue, then you can always get in touch with Ashbourne's Membership Support team.

Please ensure you've followed every step in this FAQ before contacting us, as if not, our team will likely redirect you back to this FAQ.