Verifying a Digital Pass

This guide helps your staff to verify the mate.travel Digital Pass, making it easy for members to claim special offers at your establishment.

Step 1: Ask for the Digital Pass
Request the guest to show their mate.travel Digital Pass.

Step 2: Guest Opens mate.travel

Step 3: Locating the Digital Pass

Step 4: Verify Membership Details
Carefully verify the following details:

• Member's photo (ensure it matches the guest)

• Member's full name

• Member's email address

• Membership type:

• mate.7 (1 week)
• mate.30 (1 month)
• mate.365 (1 year)

• Expiry date (confirm the membership is valid)

IMPORTANT:

• If the Digital Pass does not appear or the membership is expired, politely inform the guest that the special offer cannot be claimed.

• If the guest does not match the photo on the Digital Pass, the business reserves the right to refuse the special offer.

Step 5: Allow the Special Offer
Once verified, allow the guest to claim your business's designated special offer.

• Regularly update your front-desk or service staff about the mate.travel Digital Pass procedure to ensure smooth verification, especially after staff changes.

• mate.travel is available for additional training sessions upon request.

The Digital Pass isn't showing. What does this mean?
It likely means the guest isn’t logged in, their membership has expired, or they’re not a club member. Politely explain the situation to the guest.

What if staff aren't familiar with the Digital Pass procedure?
Contact mate.travel for training assistance. We’re happy to provide sessions to familiarise your staff with the verification process.

Can someone other than the member claim the offer?
No. Only the person whose photo and details appear on the Digital Pass can claim the offer.

What should we do if there's a disagreement over the Digital Pass?
Politely explain the verification requirements. If needed, contact your management or mate.travel support for assistance.