A pass won't install, or looks wrong

Apple and Google passes are produced independently, and one can succeed while the other quietly does not. The email then arrives with a single button — which reads as “this event is Apple-only” and is not.

Have the organiser resend with Send invitation, which mints the pass again. If the same platform is missing every time, and for every participant, that is worth raising rather than retrying.

The image across the top of the pass is the event’s own poster, served from a link that must stay reachable — Google in particular re-fetches it long after the pass was issued.

Deleting or replacing the event’s poster after passes went out is what breaks it. Put a poster back on the event and reissue, and prefer leaving posters alone once an event has published.

Where an event has no poster at all, the pass falls back to the company banner image. A blank banner on every event usually means that has never been set.

Two things produce this. The event may be overriding a colour — overrides are per colour, so an event can take its background from itself and its text from the company design, which is exactly what a half-wrong pass looks like.

The other is Apple-only settings judged on the wrong preview. Foreground and label colours do not exist in Google’s format, so a Google pass will not follow them however they are set. Check the Google preview before concluding something is broken.

A pass carries the event name in the company’s email languages. Where the event has no name in any of them, it falls back to whatever name it does have — so a pass in an unexpected language means the event was named only in that one.

Fix it on the event by giving it a name in the language you expect the pass to use, and reissue.

If Apple passes stop installing for everybody at once — the file downloads, looks valid, and the phone declines it — that is not something configured on this page and not something an organiser can fix.

Report it rather than retrying. Include when it started, whether Google passes still work, and one affected participant’s event and registration.