Membership card errors

What if my card link is invalid?

Invalid links are often a result of broken links or system misconfigurations. Contact our support team to request a new, functional link.

What should I do if the link to my digital membership card leads to an "invalid URL"?

If the link to your digital membership card leads to an "invalid URL," please forward the email containing the problematic link to our support team. We will investigate and resolve the issue as quickly as possible.

Why am I seeing 502 errors when attempting to preview and download a membership card?

The 502 errors you are experiencing when trying to preview and download a membership card may be due to a software update. If the issue persists, please contact our support team for further assistance.

Why is the parking code link on our membership cards not working?

Try redownloading the card, as initial download issues may interfere with embedded links. If problems continue, contact support with details such as the error message or a description of the issue, and they’ll help troubleshoot further.

Why do digital card links sometimes lead to error pages?

If card links lead to error pages, it may be due to a configuration error or a temporary issue with the system. Contact our support team to check that links are correctly configured and address any technical issues impacting access.

Why didn’t a member’s digital card update in Apple Wallet after I changed their name to Altru?

Name changes sometimes do not update in Apple Wallet. To resolve this, follow these steps:

Step 1: Ask the member to delete the digital membership card from their Apple Wallet and explain that they will receive a new email with a new card link to download.
Step 2: Add a constituent note (manual tagging) to the member’s record, which will trigger the “Resend digital membership card” email to be sent.

Why are some digital membership cards not correctly scanning?

The issue may be due to the constituent lookup ID being in an outdated format which was imported as data from a legacy system. Specifically, those lookup IDs must include the prefix "8". If the prefix is missing from the lookup ID, the barcode scanner will not be able to locate the constituent’s membership or may locate the wrong constituent.

To resolve the issues, contact our support team, they can make the necessary changes to your account configuration.

tips_and_updates

Any digital cards already downloaded by members will need to be deleted. You can follow the steps in the “How to resend membership cards” article to send a new digital membership card link.

If a member renews their membership, when will their digital membership card reflect the new expiration date?

When a member renews their membership, the digital membership card will reflect the new expiration date after the renewal transaction is processed in Altru and the sales order or membership documentation shows the attached note from SGS. The expiration will be updated on the digital card when the member opens their eWallet to view the card. If the card is not showing the updated expiration, the member can click on the download link in the email, which will also update the expiration date on the digital membership card.

Why do some members have duplicate membership cards in their Apple Wallet or Google Play app?

Members with duplicate membership cards in their eWallet can be due to a variety of reasons, but it is very rare. If the duplicate membership cards cause issues with scanning, follow the instructions below:

Step 1: Ask the member to delete all the digital membership cards from their Apple Wallet or Google Pay app, and explain that they will receive an email with a new digital card link to download.
Step 2: Add a note (manual tagging) to the membership record, which will trigger the “Digital cards - Resend digital card” email to be sent.

What should I do if I see “ERR_SSL_PROTOCOL_ERROR” when downloading a digital membership card?

Clear your browser data, ensure your device’s date and time are correct, and attempt to download on another device or with a different browser if issues persist.

Other steps you can take to troubleshoot the issue:

Ensure that your device's date and time settings are set to update automatically.
Clear your browser data, including the cache and cookies. For iOS users, go to Settings > Safari > Clear History and Website Data.
Try using an updated browser to open the digital card.
If the problem persists, attempt to open the digital card on a different device, as it might not be compatible with your current phone or tablet.

Why are some members complaining that their digital membership card is not automatically updating after renewal?

Occasionally, we must make software updates that require us to disable the automatic updating functionality for digital membership cards for a brief time. We try to schedule these updates to run in the very early hours, but some software updates are critical and must be done immediately. If a member downloads their membership card when the automatic update feature is disabled, the card will not automatically update upon renewal.

To resolve this, follow these steps:

Step 1: Ask the member to delete the digital membership card from their Apple Wallet or Google Pay app, and explain that they will receive a new email with a new card link to download.
Step 2: Add a note (manual tagging) to the membership record, which will trigger the “Digital cards - Resend digital card” email to be sent.

Why can’t I resend membership cards from Email Designer due to “failed to validate email” messages?

Validation failures may be caused by a connection issue between SGS and Altru. Verify all connection settings or contact our support team if the issue persists.

Why can't I access the digital membership card after creating a test email in the SGS designer?

If you are unable to access the digital membership card after creating a test email in the SGS designer, it might be due to an incorrect subdomain setup. Ensure that the URLs generated by the Digital Card system are using the correct subdomain. For example, if your main domain is "myorganization.org," but your membership cards should use "members.myorganization.org," make sure to update the subdomain in the development settings. Additionally, verify that your email format is set to transactional and that all fields are mapped correctly.

tips_and_updates

For more detailed guidance, you can refer to our help articles on the various email templates and query recipes in Email Designer.

How can I download multiple membership cards to my Apple Wallet or Google Pay for testing purposes?

To download multiple membership cards to your Apple Wallet or Google Pay, ensure that each card has a unique Membership ID. If the Membership IDs are the same, the cards will overlap and only one will be visible. We have recently updated our system to support multiple membership cards with different Membership IDs in Apple Wallet. If you continue to experience issues, please verify that your device is running the latest version of iOS or Android and that your region settings are correct.

What should I do if the custom field on the back of my digital membership card is incorrect?

If you notice that the custom field on the back of your digital membership card is incorrect, please redownload your membership card from Apple Wallet or Google Pay. This should resolve the issue. If the problem persists, feel free to contact our support team for further assistance.

How can I resolve the "invalid Membership Card URL" error when enabling the download membership card option?

The "invalid Membership Card URL" error typically occurs when the digital membership emails are configured incorrectly. To resolve this issue, ensure that you use %grid% as the variable in the email template designer instead of "receipt grid."

"\n**What if my card link is invalid?**\n\nInvalid links are often a result of broken links or system misconfigurations. Contact our support team to request a new, functional link.\n\n**What should I do if the link to my digital membership card leads to an \"invalid URL\"?**\n\nIf the link to your digital membership card leads to an \"invalid URL,\" please forward the email containing the problematic link to our support team. We will investigate and resolve the issue as quickly as possible.\n\n**Why am I seeing 502 errors when attempting to preview and download a membership card?**\n\nThe 502 errors you are experiencing when trying to preview and download a membership card may be due to a software update. If the issue persists, please contact our support team for further assistance.\n\n**Why is the parking code link on our membership cards not working?**\n\nTry redownloading the card, as initial download issues may interfere with embedded links. If problems continue, contact support with details such as the error message or a description of the issue, and they’ll help troubleshoot further.\n\n**Why do digital card links sometimes lead to error pages?**\n\nIf card links lead to error pages, it may be due to a configuration error or a temporary issue with the system. Contact our support team to check that links are correctly configured and address any technical issues impacting access.\n\n**Why didn’t a member’s digital card update in Apple Wallet after I changed their name to Altru?**\n\nName changes sometimes do not update in Apple Wallet. To resolve this, follow these steps:\n\n- **Step 1:** Ask the member to delete the digital membership card from their Apple Wallet and explain that they will receive a new email with a new card link to download.\n- **Step 2:** Add a constituent note (manual tagging) to the member’s record, which will trigger the “Resend digital membership card” email to be sent.\n\n**Why are some digital membership cards not correctly scanning?**\n\nThe issue may be due to the constituent lookup ID being in an outdated format which was imported as data from a legacy system. Specifically, those lookup IDs must include the prefix \"8\". If the prefix is missing from the lookup ID, the barcode scanner will not be able to locate the constituent’s membership or may locate the wrong constituent.\n\nTo resolve the issues, contact our support team, they can make the necessary changes to your account configuration.\n\nT> Any digital cards already downloaded by members will need to be deleted. You can follow the steps in the “[How to resend membership cards](https://help.socialgoodsoftware.com/article/3668-how-to-resend-membership-cards)” article to send a new digital membership card link.\n\n**If a member renews their membership, when will their digital membership card reflect the new expiration date?**\n\nWhen a member renews their membership, the digital membership card will reflect the new expiration date after the renewal transaction is processed in Altru and the sales order or membership documentation shows the attached note from SGS. The expiration will be updated on the digital card when the member opens their eWallet to view the card. If the card is not showing the updated expiration, the member can click on the download link in the email, which will also update the expiration date on the digital membership card.\n\n**Why do some members have duplicate membership cards in their Apple Wallet or Google Play app?**\n\nMembers with duplicate membership cards in their eWallet can be due to a variety of reasons, but it is very rare. If the duplicate membership cards cause issues with scanning, follow the instructions below:\n\n- **Step 1:** Ask the member to delete all the digital membership cards from their Apple Wallet or Google Pay app, and explain that they will receive an email with a new digital card link to download.\n- **Step 2:** Add a note (manual tagging) to the membership record, which will trigger the “[Digital cards - Resend digital card](https://help.socialgoodsoftware.com/article/3766-digital-cards---resend-digital-card)” email to be sent.\n\n**What should I do if I see “ERR_SSL_PROTOCOL_ERROR” when downloading a digital membership card?**\n\nClear your browser data, ensure your device’s date and time are correct, and attempt to download on another device or with a different browser if issues persist.\n\nOther steps you can take to troubleshoot the issue:\n\n- Ensure that your device's date and time settings are set to update automatically.\n- Clear your browser data, including the cache and cookies. For iOS users, go to Settings > Safari > Clear History and Website Data.\n- Try using an updated browser to open the digital card.\n- If the problem persists, attempt to open the digital card on a different device, as it might not be compatible with your current phone or tablet.\n\n**Why are some members complaining that their digital membership card is not automatically updating after renewal?**\n\nOccasionally, we must make software updates that require us to disable the automatic updating functionality for digital membership cards for a brief time. We try to schedule these updates to run in the very early hours, but some software updates are critical and must be done immediately. If a member downloads their membership card when the automatic update feature is disabled, the card will not automatically update upon renewal.\n\nTo resolve this, follow these steps:\n\n- **Step 1:** Ask the member to delete the digital membership card from their Apple Wallet or Google Pay app, and explain that they will receive a new email with a new card link to download.\n- **Step 2**: Add a note (manual tagging) to the membership record, which will trigger the “[Digital cards - Resend digital card](https://help.socialgoodsoftware.com/article/3766-digital-cards---resend-digital-card)” email to be sent.\n\n**Why can’t I resend membership cards from Email Designer due to “failed to validate email” messages?**\n\nValidation failures may be caused by a connection issue between SGS and Altru. Verify all connection settings or contact our support team if the issue persists.\n\n**Why can't I access the digital membership card after creating a test email in the SGS designer?**\n\nIf you are unable to access the digital membership card after creating a test email in the SGS designer, it might be due to an incorrect subdomain setup. Ensure that the URLs generated by the Digital Card system are using the correct subdomain. For example, if your main domain is \"myorganization.org,\" but your membership cards should use \"members.myorganization.org,\" make sure to update the subdomain in the development settings. Additionally, verify that your email format is set to transactional and that all fields are mapped correctly.\n\nT> For more detailed guidance, you can refer to our help articles on the various email templates and query recipes in [Email Designer](https://help.socialgoodsoftware.com/collection/3308-email-designer).\n\n**How can I download multiple membership cards to my Apple Wallet or Google Pay for testing purposes?**\n\nTo download multiple membership cards to your Apple Wallet or Google Pay, ensure that each card has a unique Membership ID. If the Membership IDs are the same, the cards will overlap and only one will be visible. We have recently updated our system to support multiple membership cards with different Membership IDs in Apple Wallet. If you continue to experience issues, please verify that your device is running the latest version of iOS or Android and that your region settings are correct.\n\n**What should I do if the custom field on the back of my digital membership card is incorrect?**\n\nIf you notice that the custom field on the back of your digital membership card is incorrect, please redownload your membership card from Apple Wallet or Google Pay. This should resolve the issue. If the problem persists, feel free to contact our support team for further assistance.\n\n**How can I resolve the \"invalid Membership Card URL\" error when enabling the download membership card option?**\n\nThe \"invalid Membership Card URL\" error typically occurs when the digital membership emails are configured incorrectly. To resolve this issue, ensure that you use %grid% as the variable in the email template designer instead of \"receipt grid.\"\n\n"