Open [their page](https://help.useflub.com/members/member-record.md) and check **In their wallet** on the **Details** tab. It tells you exactly what we know about their pass.

## Most likely fix

1. Open [**Members**](https://app.useflub.com/manage/go/members), [find the member](https://help.useflub.com/members/find-a-member.md), and open their page.
2. Look at **In their wallet** under **Details**.
3. If it says **Not yet** or **Removed**, press **⋯** then **Resend link & pass** to send it again.

If it says **Yes**, with a green **Active** tag, the pass has reached their phone — see [What happens when a member uses their pass at the counter?](https://help.useflub.com/members/counter-redemption.md) for what happens next at the counter.

## If that didn't work

- **It says "Not confirmed".** This only happens on Google Wallet, and it means Google hasn't told us the pass was added — it may still be sitting there. Ask the member to check their Google Wallet app, or resend the link.
- **They just changed their offer, colours or logo, and their pass looks out of date.** Changes can take a few minutes to reach an installed pass. Give it a little longer before resending anything.
- **Their membership shows Payment failed or On hold.** That's a payments issue, not a pass one — see [What does a member's Membership status mean?](https://help.useflub.com/members/membership-status.md)
- **You've removed them from your club.** A removed member's pass stops working straight away, on purpose — see [How do I remove a member from my club?](https://help.useflub.com/members/remove-a-member.md)

## Still stuck?

Message us from the chat bubble in your dashboard, or email support@useflub.com, and tell us what **In their wallet** said on their page.

## Related

- [How do I check a member's pass and what they've used?](https://help.useflub.com/members/member-record.md)
- [How do I resend a member's pass link?](https://help.useflub.com/members/resend-pass-link.md)