top of page
VCAY SUPPORT
Frequently asked questions
Digital Keys
Option 1 - Hotel with reception & NO Kiosk
A: Don’t worry, you can always check in at the front desk when you arrive at the hotel. If needed, you can also ask for assistance.
Option 2 - Hotel with reception & Kiosk
A: Don’t worry, you can always check in at the front desk when you arrive at the hotel, either in person or at our check-in kiosk. If needed, you can also ask for assistance.
Option 3 - Hotel with staff-less arrival
A: Don’t worry, you can always contact the [name] at [phone] or [email] for assistance.
Option 1 - If using automatic check in
A: You can add a room key to Apple Wallet after you book a reservation. After completing the online check-in, click on the Wallet icon to add your key. The room key automatically activates at check-in time on your day of arrival. To use your room key, hold your iPhone or Apple Watch near the door lock.
Option 2 - If not using automatic check in
A: You can add a room key to your Apple Wallet after you book a reservation. After completing the online check-in, click on the Wallet icon to add your key. The room key automatically activates once you check in and your room is assigned. To use your room key, hold your iPhone or Apple Watch near the door lock.
Power Reserve provides up to five hours of access after your iPhone battery needs charging. This feature is only available on iPhone XS, iPhone XS Max, and iPhone XR or newer. For more details, you can review the article on express cards with power reserve.(https://support.apple.com/guide/security/express-cards-with-power-reserve-sec90cd29d1f/web)
Try the basic troubleshooting steps below:
• Update to the latest version of iOS (https://support.apple.com/kb/HT204204)or watchOS.(https://support.apple.com/kb/HT204641)
• Confirm that you have Face ID,(https://support.apple.com/en-us/HT208109) Touch ID,(https://support.apple.com/en-us/HT201371) or a passcode set (https://support.apple.com/en-us/HT204060)on your device.(https://support.apple.com/en-us/HT204060)
• Check that your Apple Account is signed into iCloud with two-factor authentication turned on.
• Check whether Apple T&C's are accepted in your settings when logging into iCloud.
If you’re no longer using a device, you can remove its Wallet passes directly on the device or online. Once removed, you can add your passes to a new iPhone or Apple Watch.
You can remove a pass from your old device in two ways:
1. On your iPhone: Open the Wallet app and select the pass you want to remove. Select the More button in the upper-right corner, scroll down, and select Remove Pass.
Note: This also removes the pass from paired Apple Watches.
1. Online (if you no longer have access to the device): Go to http://account.apple.com (http://account.apple.com)and sign in. Select Devices from the sidebar, choose your device, and click Remove items.
Note: This removes all Wallet cards and passes from that device.
After removal, you can add your passes to your new device.

bottom of page