> For the complete documentation index, see [llms.txt](https://docs.thewalletcrew.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.thewalletcrew.io/guides-monitoring/monitor/what-the-wallet-crew-tracks.md).

# What The Wallet Crew tracks

The Wallet Crew tracks pass activity through events generated at each meaningful moment in the pass lifecycle. This page explains what is tracked, how installation counting works, and what cannot be tracked, along with the Apple and Google platform rules behind those limits.

This makes it easier to configure reports, align expectations across teams, and decide which signals can be used for campaign analysis or operational follow-up.

<details>

<summary><strong>Real-world examples</strong></summary>

* A marketing team checks whether wallet installs can be tied back to email, ecommerce, or store traffic.
* An operations team confirms whether a pass removed from one device is treated as fully uninstalled or still active elsewhere.
* A CRM team validates which wallet signals can be synced automatically and which ones do not exist on Apple or Google.

</details>

## What The Wallet Crew tracks

The Wallet Crew records the lifecycle events that wallet platforms expose and that the pass flow can reliably generate. Some events describe the pass itself, while others describe what happened on a wallet or device.

### Pass creation

A pass record is created in The Wallet Crew when a pass is issued. This can happen through the API, after account creation, when a pass layout is displayed, or through a connector.

A created pass exists in the platform even if no one has added it to a wallet yet. Creation shows issuance. It does not confirm adoption.

### Pass installation

The platform tracks when a pass is added to a wallet. Installation counting works differently on Apple Wallet and Google Wallet because each provider defines installation in its own way.

* **Apple Wallet** tracks each device individually. Adding the same pass to an iPhone and an Apple Watch counts as two installations. Moving to a new phone also creates a new installation.
* **Google Wallet** tracks installation per Google account. Multiple Android devices connected to the same account count as one installation.

Two counters exist for each pass:

* **Active installations** — decreases when the pass is removed from a wallet
* **Total installations** — cumulative and never decreases

These counters serve different purposes. Active installations show how many valid wallet presences still exist. Total installations show how many times the pass has ever been installed.

### Installation source

When a customer taps an **Add to Wallet** button, The Wallet Crew captures the source context of that action. This helps connect wallet adoption back to the campaign or page that triggered it.

* **Medium** — the distribution channel, such as email, ecommerce, or store
* **Tag** — custom campaign or segment tags
* **URL** — the exact page where the button was displayed
* **Host** — the domain of that page

Source data is not available when a pass is installed through device transfer, phone sharing, or other system-level mechanisms. In those cases, the wallet platform completes the install without sending the original acquisition context back.

### Pass removal

The Wallet Crew tracks when a pass is removed from a wallet. Each removal decreases the active installation count.

When the active installation count reaches zero, the pass is fully uninstalled. This matters for churn analysis because a pass removed from one device may still remain active on another.

### Updates sent

Each push update delivered to a device is recorded. This makes it possible to review update activity over time and understand how often pass content is being refreshed.

### Scans

Each barcode scan is recorded, including the scanned data and scan type. This makes scan history useful for redemption and operational verification.

### Push notifications sent

Each push notification sent to a device is recorded, including its content and the wallet provider. This confirms that the notification was sent through the platform.

## What cannot be tracked

{% hint style="warning" %}
These are privacy decisions made by Apple and Google to protect customers, not limitations of The Wallet Crew. Every wallet platform faces the same constraints.
{% endhint %}

Some signals seem natural to expect, but the wallet providers do not expose them. When the platform does not receive the data, it cannot report it later.

| What might be expected      | Why it is not available                                                                                                          |
| --------------------------- | -------------------------------------------------------------------------------------------------------------------------------- |
| Pass opens or views         | Apple and Google do not report whether a customer viewed a pass. There is no equivalent of an email open rate for wallet passes. |
| Push notification tap rates | Delivery can be confirmed. Whether the customer tapped the notification is not reported by either platform.                      |
| Geo-trigger activations     | Location triggers fire on the device. The device does not report back to the issuer when this happens.                           |
| Per-device count on Google  | Google tracks installation per account. Three Android devices on one account still count as one installation.                    |

## Pass state — voided and expired

The Wallet Crew does not impose a fixed status model on passes. Pass state comes from source data and is mapped through the template engine to the Apple and Google wallet attributes that control display and behaviour.

| What needs to be expressed | Apple                                                         | Google                                                                      |
| -------------------------- | ------------------------------------------------------------- | --------------------------------------------------------------------------- |
| Pass is used or consumed   | `voided: true` — appears grayed out in Apple Wallet           | `state: COMPLETED` or `INACTIVE` — moves to the **Expired** section         |
| Pass has expired over time | `expirationDate` — removed from active passes after this date | `validTimeInterval` — automatically moves to expired when the interval ends |

When the source data changes, The Wallet Crew updates the pass and pushes the change to the device automatically. This keeps the wallet state aligned with the business state without manual intervention.

## Using this data

Tracked wallet events are useful across marketing, operations, and CRM workflows. They help teams act on real lifecycle signals rather than assumptions.

* Trigger a CRM update when a pass is first installed to confirm wallet opt-in
* Identify customers who have uninstalled their pass as a churn signal
* Attribute installs back to source channel with **Medium** and **Tag**
* Use scan events to confirm redemption at point of sale

For downstream use, see [Query your data — Insights API](/guides-monitoring/monitor/query-your-data-insights-api.md) for programmatic queries and [Send wallet events to your tools](/guides-monitoring/monitor/sync-pass-installation-status-to-your-crm.md) for real-time delivery.

## FAQ

<details>

<summary>Why can one person generate more than one installation?</summary>

On Apple Wallet, installation is counted per device. The same person can install a pass on an iPhone and an Apple Watch, or generate a new installation after changing phone.

</details>

<details>

<summary>Why is a pass not counted as uninstalled after one removal?</summary>

A pass is counted as uninstalled only when its active installation count reaches zero. If it still exists on another device or wallet context, it remains active.

</details>

<details>

<summary>Why is the install source sometimes missing?</summary>

Source data is captured when the install starts from a tracked **Add to Wallet** button. It is not available for device transfer, phone sharing, or other system-level install paths.

</details>

<details>

<summary>Can The Wallet Crew track whether a pass was opened or viewed?</summary>

No. Apple and Google do not report pass opens or views back to issuers. This is a wallet platform privacy rule, not a The Wallet Crew limitation.

</details>


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://docs.thewalletcrew.io/guides-monitoring/monitor/what-the-wallet-crew-tracks.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.