The count LoyalPack holds is the real one. A wallet pass is a copy on the customer's phone, and copies can lag. If the counter app says nine stamps, the customer has nine stamps, whatever their phone is showing.
The quick answer
Ask them to lock and unlock the phone and look again, because the pass is fetched in the background and has usually caught up by then. Adding the next stamp nudges it again. If you need to show the customer their real progress this second, open their card page, which is always current.
Why it happens
- A Google Wallet pass is updated as each stamp is recorded.
- An Apple Wallet pass is nudged as each stamp is recorded, and the phone fetches the new version a few seconds later.
- A phone with no signal cannot be updated until it has one.
- A customer who never actually added the pass has nothing to update. The card page is their card in that case, and it is always right.
Checking from your side
Customer Cards has a Wallet column. It says Not added if nothing was ever issued, Pass issued if we handed a pass over, Updates active if the phone is talking to us, and Sync issue if the last update did not land.
We try again on our own
If an update fails for a reason that might pass, such as Apple or Google being busy for a moment, we keep it in a queue and try again half a minute later, then a minute after that, backing off as it goes up to half an hour between goes. It gets eight goes over about an hour and a half and then stops. Nobody has to do anything, and the customer usually never notices.
Some failures are not worth repeating and we do not repeat them: a wallet refusing something about the card itself will refuse it again in a minute, so it is reported once rather than eight times.
You can watch all of it under Reports, on the Audit Log, by setting the Event filter to Wallet updates. You will see the update that failed, that we queued a retry, and whether it worked. Wallet back in sync means a card that was behind has caught up. Retries given up means it did not, and that is the one worth telling us about.
A change to your card design travels the same way. Cards opened in a browser change straight away, and a pass on a phone picks the new look up the next time that card is stamped.