ePass FAQs

ePass FAQs

Overview

You may receive a questions from members that are having trouble with ePasses.  Here is how to help.   

1st step

Below is the support article members receive with their ePasses.  Please be sure they are following the instructions step by step.
https://support.accessgrantedsystems.com/portal/en/kb/articles/epasses-instructions-for-patrons

Here are the most common mistakes

  1. The email has a typo and they never get the ePasses.
  2. The email is in spam. 
  3. The member is attempting to use last year's expired pass rather than this year's approved pass.  
  4. The member tries to use the ePasses from their desktop computer rather than a smart phone.  
  5. Android users do not complete step 1.
  6. Android users do not use one of the recommended apps. 

Here are the most common actions to help your member


  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: https://support.accessgrantedsystems.com/portal/en/kb/articles/how-to-send-or-resend-epasses
  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 (if enabled). 
    1. Here is how: https://support.accessgrantedsystems.com/portal/en/kb/articles/how-to-send-or-resend-classic-passes

What if Classic Passes are not enabled on your account?

Please contact your account administrator or Access Granted Systems account representative.