26. Mobile Wallets
Overview
Mobile wallet designs let you create branded digital passes for your customers’ tickets. Customers can save their tickets directly to Apple Wallet on their iPhone, Samsung Wallet on their Galaxy device, or — for events with secure barcodes— view them as a digital pass in their account. Wallet passes are an alternative to PDF tickets, not a replacement. Both can be available simultaneously, giving customers the choice of how they want to access their tickets.
The mobile wallet designer has been updated with a redesigned interface that shows a 1:1 preview of your customer’s digital pass as you configure it. The previous Apple Passes menu under Event Media has been rebranded to Mobile Wallet Designs to reflect support for the new web-based digital passes alongside Apple Wallet.
Samsung Wallet is now supported in addition to Apple Wallet. Galaxy phone and Galaxy watch owners can add tickets directly to Samsung Wallet using the same Mobile Wallet Designs you’ve already configured — no separate template is needed. The download options have also been reworked: the Download button has been renamed to Save to device, and customers with multiple eligible options (Apple, Samsung, or PDF) now choose from a list rather than seeing a single fixed button.
Enabling Mobile Wallet Passes
Mobile wallet downloads are controlled at multiple levels. The setting can be enabled or disabled at each level, and the platform checks them in order until it finds a configured value:
Level | Setting |
|---|---|
Sale item | Override for a specific sale item |
Event | Override for all items on a specific event |
Venue | Override for all events at a venue |
Company | Account-wide default |
To enable mobile wallet passes at the company level:
Navigate to Event Media
Select the Settings tab
Set Enable mobile wallet downloads to enabled
Click Save
Events, venues, and individual sale items can override this setting to enable or disable wallet passes independently. For example, you might enable wallet passes company-wide but disable them for a specific event that requires printed tickets.
Mobile wallet passes are available for tickets, products, and season tickets. Gift vouchers cannot be added to Apple Wallet.
What Customers See
When mobile wallet passes are enabled, customers see a Save to device button on their ticket download page. What happens next depends on how many options are available for that order:
One option — The button performs the action directly (for example, downloading the PDF, or opening the Apple Wallet pass).
Multiple options — A list opens titled Select from one of the options, letting the customer choose between Apple Wallet, Samsung Wallet, and PDF download as appropriate.
The button label and option list adapt automatically based on what’s enabled for the customer’s order and the device they’re using.
Apple Wallet on iPhone (iOS / Safari)
Selecting Add to Apple Wallet downloads the pass directly. The customer’s iPhone prompts them to add it to their Wallet app, where it appears alongside boarding passes, loyalty cards, and other passes.
Samsung Wallet on Galaxy Devices
Customers on a Galaxy phone see Add to Samsung Wallet as an option. Selecting it adds the pass to Samsung Wallet, where it can also be accessed from a paired Galaxy watch. The option description reads:“Save your item to your Samsung Wallet so you can access it on your Galaxy watch or Galaxy phone.”The platform detects Galaxy devices automatically. On other Android devices and desktop browsers, the Samsung Wallet option offers a QR code the customer can scan with a Galaxy phone — the modal title reads Scan code with Samsung phone to add to Samsung Wallet.
Adding from a Different Device
For customers using a non-iPhone, non-Galaxy device, opening an Apple or Samsung Wallet option presents a QR code. The customer scans the code with the relevant device to add the pass.
The QR code option is only available for orders with 20 or fewer items, to ensure reliable performance.
Pass Types and Layouts
Apple Wallet supports several pass layouts. When creating an Apple Pass template, you choose a pass type that determines the overall structure:
Pass Type | Description |
|---|---|
Event ticket | Standard event ticket layout — the most common choice for events |
Boarding pass | Airline boarding pass style with departure/arrival layout |
Generic pass | Flexible layout suitable for memberships or general passes |
Store card | Loyalty or store card format |
Some pass types offer variants that change how images and content are arranged:
Pass Type | Variant | Image Display |
|---|---|---|
Event ticket | Strip | Wide banner image behind the primary fields |
Event ticket | Background | Full background image behind the entire pass |
Generic pass | Rectangular | Rectangular thumbnail beside the fields |
Generic pass | Square | Square thumbnail beside the fields |
Customising a Pass Design
Creating a Mobile Wallet Design
Navigate to Event Media
Select the Mobile Wallet Designs tab
Click Create
Choose the Event Pass template as a starting point
Configure the pass type, colours, and images — the designer shows a live preview of how the pass will appear to customers
Click Save, enter a name, and confirm
Colours
Each pass design has three colour settings:
Setting | Controls |
|---|---|
Background colour | The main card background |
Foreground colour | Primary text colour |
Label colour | Secondary text colour for labels and helper text |
Colours are set using colour pickers in the pass configuration form.
Automatic background colour: Enable
Automatic background colour to have the pass background colour inherited from the ticket type’s tag colour in your seating plan. This is useful for events with colour-coded sections — each ticket type can automatically appear in its assigned colour.
Images
Depending on the pass type and variant, you can upload different images:
Image | Dimensions | Where It Appears |
|---|---|---|
Icon | 29 × 29 pt | Lock screen notifications and email previews |
Logo | 160 × 50 pt | Top-left corner of the pass, next to the organisation name |
Strip image | 375 × 144 pt | Banner behind the primary fields (Event ticket — strip variant) |
Background image | 180 × 220 pt | Behind the entire front of the pass (Event ticket — background variant) |
Thumbnail | 90 × 90 pt | Beside the fields (Generic — rectangular/square variants) |
Footer image | 286 × 15 pt | Near the barcode (Boarding pass only) |
Automatic images:Two auto-detection options save you from uploading duplicate images:
Automatic strip image — Inherits the event’s header image, so each event’s pass automatically uses its page banner
Automatic thumbnail image — Inherits the event’s card thumbnail image
When auto-detection is enabled, you don’t need to upload separate images for each event — the pass design automatically picks up the event’s existing images.
Pass ContentThe pass content is generated automatically from the order and event data. Depending on the pass layout, the following information appears on the pass:
Event name — Displayed prominently as the primary field
Date and time — Event start date and time
Venue — Venue name
Seat information — Row, seat, block, or area details (for seated events)
Customer name — The ticket holder’s name
QR code — Scannable barcode for entry
The back of the pass can include additional details such as the full venue address.
Location Awareness
If the venue has coordinates configured, the pass includes location data. When the customer is near the venue, their iPhone can surface the pass automatically on the lock screen — making it easy to find at entry time.
Assigning Pass Templates
Apple Pass templates follow the same assignment hierarchy as printable templates. The platform resolves which pass design to use by checking:
Sale item — Specific sale item override
Item type per event — Type-specific override (ticket, product, season ticket, guest list)
Event — Event-wide default
Venue — Venue default
Item type (company) — Company-wide type-specific default
Company — Company-wide default
System default — Built-in default pass design
Configure defaults in Event Media > Settings under the Apple Pass sections. Override per event or sale item in their respective settings.
Digital Passes
For events with secure barcodes enabled, the platform provides a digital pass— a web-based ticket view that customers access from their account. This replaces the traditional download page with a pass-style interface showing the rotating QR code, event details, and seat information.When an order contains items with secure barcodes, the Display Barcode link in the customer’s account is replaced with a Display Pass link. Tapping this opens the digital pass view, which presents each ticket as a swipeable card styled according to the assigned mobile wallet design.Digital passes work on any device and browser — they are not limited to Apple devices like wallet passes.
Secure Barcodes
Unlike PDF downloads, Apple Wallet passes fully support secure barcodes. Because the pass is a live digital document on the customer’s phone, the barcode can refresh dynamically. There is no need to convert to static barcodes when using wallet passes.This makes wallet passes and digital passes the preferred access methods for events using secure barcodes, as they maintain the anti-fraud protection that secure barcodes provide.
Limitations
No Google Wallet — Google Wallet is not currently supported. Android users not on a Galaxy device can still scan a QR code to add the pass to Apple Wallet on an iPhone
No gift vouchers — Gift vouchers cannot be added to Apple Wallet or Samsung Wallet
Single item per pass — Each ticket generates its own individual pass
QR code limit — The QR code option (for customers on a different device than the wallet platform) is only available for orders with 20 or fewer items
Samsung Wallet requires Galaxy — Samsung Wallet passes can only be added on a Galaxy phone or watch. Customers on other Samsung devices fall back to the QR code option