1. The member never got their ePasses because their was a typo in the email address or the email is in spam.  
2. The member is attempting to use last year's expired pass rather than this year's approved pass.  
3. The member tries to use the ePasses from their desktop computer rather than a smart phone.  
4. Android users do not complete step 1.
5. Android users do not use one of the recommended apps.
6. The member is not following instructions.  Members receive instructions along with their ePasses.  Be sure they are following all instructions step by step.  CLICK HERE to view the member's instructions.     

1. Resend the ePasses.  Double check the correct email address before resending. 
   
2. Send their ePasses to an alternate email.  Work emails may have restrictions on opening attachments (ePasses).  
1. Here is how to re-send an ePass: LEARN HOW
   
3. Tell you member to open the email and follow the instructions from their phone (not their computer). 
   
4. Ask if they are an iPhone or Android user.  If Android, instruct them to follow all Android steps exactly.  

What if they still need help?

1. If the above does not resolve the issue, we recommend sending them a classic pass by mail. 
   
1. Here is how to send a classic pass (if enabled): LEARN HOW