What you see

A member has renewed or changed level, but says their card still shows the old date, level or status.

Why it happens

  • The member never added the card to their phone, and is looking at something else, such as a screenshot or an email.
  • Members could not get the change onto the card. The card is marked Update failed.
  • The Apple signing certificate has expired. Cards already on iPhones keep working but cannot be updated until 2Labs renews it.

Fix

  1. Go to Members → Membership cards and search for the member by name or email.
  2. Look at the Card state column and the Last updated column.
  3. If it says Never added, the card was made but is not in their wallet. Tick the row and click Send the link again.
  4. If it says Update failed, tick the row and click Reissue. Enter a reason (at least five characters) and confirm. The old card stops working at once, and the member is emailed a link to add the new one.
  5. If it says On a phone and Last updated is after the change, the change has been sent. Ask the member to open the card in their wallet and check again later.
  6. If you are an Org admin, check Organization Settings → Membership card. If the iPhone row says Certificate expired, contact 2Labs.

If that doesn't work

Tell the 2Labs team the member's name, whether they use an iPhone or Android, what Card state and Last updated show, and what the member says is on their card.