General Digital Pass questions
Q. Do digital pass notifications work on all devices?
A. Yes. Digital pass notifications work with Apple Wallet and Google Wallet. Customers must first add the digital pass to their wallet to receive notifications on their phone.
Q. Are points update notifications sent automatically?
A. Yes. Notifications are sent automatically when a member's points balance changes. This happens right after points are earned, spent, or manually adjusted.
Q. Do customers need an app to receive points update notifications?
A. No, customers do not need a separate app to receive notifications. Updates are sent through the digital pass stored in their phone's wallet.
Q. Why didn’t a customer receive a points update notification?
A. Notifications will not send if the digital pass has not been added to the customer's wallet. Customers must add the pass to Apple Wallet or Google Wallet and allow notifications from their wallet on their phone. Also check that points update notifications are turned on in Marsello.
Q: Do Apple Wallet and Google Wallet have notification limits?
A: Yes.
Google Wallet: Members can receive up to 3 notifications per day. Any additional updates will still appear on the pass, but will not trigger a pop-up notification.
Apple Wallet: Apple does not set a fixed daily limit, but if too many notifications are sent in a short period, Apple may temporarily disable notifications for that specific pass.
Even if a pop-up notification is not sent, all updates will still appear on the digital pass itself.
Q. How can members enable notifications for their pass?
A. Members can enable notifications by making sure notifications are turned on for Apple Wallet or Google Wallet in their phone’s settings. If notifications were turned off for the pass, they can open the pass in their wallet app and re-enable notifications there.
Configuration questions
Q. We’re not on the new Customer Portal, can we still send push notifications?
A. No. Wallet passes and notifications are part of the Customer Portal experience, so you’ll need to migrate first. The upside is migration is quick and unlocks a more seamless loyalty experience for customers. With the legacy widget being phased out, now’s a great time to switch and access newer mobile-first features.
Q. If I make an update to the design of my Digital Pass in Marsello, will that send a notification?
A. No, however, it will trigger a background refresh of the digital pass to adopt your new customizations.
Sales platform integration-related questions
Q. Do digital passes work with all POS integrations?
A. Yes. Digital passes work with all sales integrations, including Lightspeed K-series brands. However, K-series staff cannot scan the digital pass at the POS during checkout.
Points balance update notifications questions
🏷️ Digital pass points update notifications are
available on all Marsello pricing plans.
Q. How quickly do points balance updates appear after being sent?
A. Most updates appear within a few seconds to a few minutes after the member's points balance has updated.
Tier update notifications questions
🏷️ Digital pass tier status notifications are unlocked on
the Loyalty Accelerate plan.
Q. Are tier update notifications sent automatically?
A. Yes. Notifications are sent automatically when a member's VIP tier changes. This happens right after VIP tier moves up or down.
Q. How quickly do tier updates appear after being sent?
A. Most updates appear within a few seconds to a few minutes after the members VIP tier has changed.
Q. Will customers get a tier update notification if they move down a tier?
A. Yes. If your VIP tiers have annual expiry and you don't want to highlight that customers may move down tiers, consider turning off tier status notifications from December 31st to January 2nd. If you are manually assigning tiers, consider disabling tier update notifications on the days before and after the change.
Proximity notifications questions
🏷️ Proximity notifications are unlocked on
the Loyalty Accelerate plan.
Q. When are proximity notifications triggered?
A. Proximity notifications are triggered when a customer walks within 100 meters of a selected store location. Your custom notification appears on Apple phones through their digital wallet pass. A standard message to view their digital wallet appears on Google phones through their digital wallet pass.
Q. How quickly do nearby store updates appear after being sent?
A. Most updates appear within a few seconds to a few minutes after the member has been within 100 meters of your store location(s).
Q. Can I use proximity notifications for all my store locations?
A. You can enable up to 10 store locations per digital pass. If you have more than 10 stores, you will need to choose which locations to turn on.
Q. Can I change which store locations are enabled?
A. Yes, you can enable or disable locations at any time. Go to loyalty >digital pass notifications > nearby store prompt > edit settings to manage your selected stores.
Q. Can I customize proximity notifications for Apple Wallet?
A. Yes, Apple Wallet allows customizable messages, and you can set different messages for each store location.
Q. Can I customize proximity notifications for Google Wallet?
A. No, Google Wallet messages cannot be customized. Customers receive a standard alert to view their digital pass.