Common Questions
Expert
The questions that come up most while designing tickets and wallet passes, answered from how the designer actually behaves. If yours is not here, contact support with a screenshot of the designer and the name of the design.
Can I make the pass text white?
On Apple Wallet, yes. The Text colour setting on the Apple Wallet tab starts on Automatic, which picks black or white to suit the background. Switch it to Custom and set the text and label colours to anything you like, white included. On Google Wallet, no: Google chooses black or white itself against your background and offers no way to set it, so for white text there, choose a darker background. The web ticket has its own Font colour setting.
Logo text shows my organisation name, but the field is blank
On an Apple pass, blank logo text means nothing beside the logo. If passes still show your organisation name there, open the design, confirm the Logo text field on the Apple Wallet tab is empty, and click Publish changes; passes issued from then on carry the blank. On a Google pass this is expected: Google always shows an issuer name, and an empty field falls back to your Apple logo text, then your organisation name. Upload a wide logo to replace the text row altogether.
The preview shows an event I have not set
The preview fills the design with sample details, including a sample event, venue and guest, so you can see finished wording. None of it is part of the design; real passes fill in each guest’s own booking.
A guest’s pass has not changed after I published
Published changes reach passes issued from that moment on. A pass already on a guest’s phone keeps the look it was added with; adding it again from their ticket picks up the new design.
My image did not upload
Images must be PNG and under 5 MB; any other format is refused. Each slot also has a recommended maximum in pixels, listed on the Apple and Google pages. If an upload fails for another reason, the designer keeps the file and retries when you save.
The logo looks tiny on the Apple pass
Apple Wallet displays the logo at half its pixel size. A file well under the 240 × 75 maximum renders small on the pass; supply the full size for a logo that fills the header.
I cannot find the design on my event
A design must be saved before it appears in an event or ticket’s Ticket design menu. Once saved, set it under the event’s Settings → Advanced, or on an individual ticket; the ticket’s own setting wins.
The designer is greyed out
Custom ticket design is an Expert plan feature. If you have upgraded and the designer is still frosted, contact support to have it enabled.
Guests are not offered Add to Wallet
Two of the event’s booking settings must be on: Issue Scannable Tickets and Enable Add to Wallet. Without them, guests receive the web ticket only.
Can the PDF ticket carry the design?
No. Emailed and printed PDF tickets always use the standard ARTSVP layout. Designs apply to the web ticket and the wallet passes.
Keep reading: Overview · Using the designer · Troubleshooting