Apple Wallet: Common questions

Find answers to common questions about Apple Wallet, including setup, scanning and troubleshooting for the Apple Wallet pass.

March 24, 2026

Customizing Apple Wallet

Q. Can I use the Wording customization in the Customer Portal to change all of the text on the Apple Pass page?

A. No. When you customize the wording on the Apple Pass page, you can only edit the Apple Wallet heading. By default, the Apple Wallet heading is set to your brand name.

Q. Can I customize the font on an Apple Wallet pass?

A. No. You can’t customize the font of the text near the barcode on your Apple Wallet pass. The typography settings for your Customer Portal apply to your Customer Portal only. They don’t change the font of the text near the barcode on your Apple Wallet pass. If this is something you’d like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what’s most important to you!

General Apple Wallet questions

Q. If I scan the QR code in a customer's Apple Pass, can I still redeem their loyalty rewards, or do I need to scan each reward's QR code?

A. If you scan a customer's loyalty QR code via their Apple Pass, you will still be able to review and redeem rewards on their account under the Marsello tab.

Q. Are push notifications available for customers using the Apple Wallet feature?

A. Currently, a push notification for points earned is available for customers using Apple Wallet. We are working in the background to release more push notifications. If there is a push notification you are after, please let our support team know.

Q. How long will it take for points to appear in my customer's Apple Wallet?

A. Earned loyalty points should appear almost immediately in your customers' Apple Wallet. However, there can be a delay of up to 15 minutes. If you notice it is taking longer than 15 minutes for points to appear, please let our support team know.

Q. Can I disable Apple Wallet in my Marsello dashboard?

A. Yes, you can disable Apple Wallet from the Customer Portal settings in your Marsello dashboard. To do this, navigate to Customer Experience > Personal Device > Customer Portal > Content > Digital Membership Card, then toggle the switch off. Once the Digital Membership Card is disabled, the Apple Wallet option will no longer be displayed.

Scanning Apple Wallet passes

Q. Can I change the code on a customer's Apple Pass from a QR code to a barcode?

A. Yes. You can change the Apple Wallet code under Customer Experience > Personal device > Apple Wallet > Barcode, then choose your preferred barcode option. We recommend keeping the Apple Wallet code as a QR code, because a QR code is easier to scan on an iPhone than a barcode.

Q. Which scanner do you recommend for scanning the Digital membership card QR code on Apple Wallet? Will a barcode scanner for the In-store portal work?

A. We recommend a 2D scanner that is compatible with your POS and product labels, because a 2D scanner gives the best experience when scanning QR codes from a smartphone. Confirm 2D scanner compatibility with your POS provider.

Apple Wallet on specific sales platforms

Lightspeed Restaurant (O-Series) POS

Q. What is the staff experience when scanning a customer's Apple Wallet pass on Lightspeed Restaurant (O-Series)?

A. For Lightspeed Restaurant (O-Series) brands, if a customer has an account in your Lightspeed Restaurant O-Series platform, their email appears at checkout. Click the email to open their account, then view their points balance and available rewards on the Marsello page.

If the customer’s details are not in the system, staff can add them as a new customer and enter their information directly.

Q. Can Lightspeed Restaurant (O-Series) customers add their digital membership card as an Apple Wallet Pass?

A. Yes, customers of merchants integrated with Lightspeed Restaurant (O-Series) can do this. The QR code that saves on the Apple Wallet Pass is the same one that appears on the customer portal.

Q. Can I use a scanner with Apple Wallet? Which scanner should I use?

A. Yes, you can use a scanner with Apple Wallet. You’ll need a compatible 2D barcode scanner to scan the digital QR code. For Lightspeed Restaurant (O-Series), we recommend the Element PBT scanner. It must be paired in Bluetooth Keyboard mode so it types into the search field instead of opening the iPad camera.

If it’s triggering the camera, re-pair the scanner in Bluetooth Keyboard mode through the manual, then connect it in your iPad’s Bluetooth settings. Once connected correctly, it should type the customer’s email directly into the search bar when you scan the Apple Wallet code.