When you set up mobile access in your building's app, Cove creates a pass on your phone and links it to your building's access control system. If that can't be finished, the app shows an Unexpected Error and the pass isn't created.
What it means
Cove couldn't finish creating your mobile pass. The most common causes are:
- A pass already exists on another device. You set up mobile access on an old phone, a second phone, or after a phone reset, and that pass hasn't been cleared. There's a limit on how many passes one account can have.
- Your phone or app is out of date. An older app version, phone operating system, or Google Play Services can stop setup from finishing.
- A phone setting is blocking setup. Bluetooth is off, or Location isn't set to Always.
- Your credential needs to be reset in the access control system. Your building's access record may need to be updated, for example after an email change.
- A temporary issue at your building. Sometimes the error affects everyone at a site until the building or Cove resolves it.
Where you'll see it
In your building's app, on the Access tab, after you tap Setup MobilePass Now. You may verify your email successfully and then see the Unexpected Error message as the pass is being added to your wallet.
How to resolve
If you're setting up mobile access on your phone:
- Delete any old Cove pass. Open Apple Wallet or Google Wallet on every phone or watch you've used before and remove the old building pass.
- Wait 5–10 minutes. This gives the access control system time to clear the old pass.
- Update your phone and app. Install the latest version of your building's app and your phone's operating system. On Android, also update Google Play Services in the Play Store.
- Check your phone settings. Turn Bluetooth on and set Location for the app to Always.
- Restart your phone. Then open the app, go to the Access tab, and tap Setup MobilePass Now again.
- On Android, clear the app cache if the error continues. Go to Settings > Apps > your building's app > Storage, tap Clear Cache and Clear Data, then reopen the app and try again. If you're asked to sign in with Google, use the Google account you want the pass saved to.
- Contact your building team if you still see the error. Ask them to reset your mobile credential.
If you're a property or tenant admin helping a user:
- Open the user's profile in the User Directory.
- Select Revoke All Wallet Passes.
- Have the user wait 5–10 minutes, then set up mobile access again from the Access tab.
- If the error continues, ask your access control provider to check the user's credential. They may need to rebuild it from scratch, especially if the user's email recently changed.
- If several users see the error at the same time, contact Cove Support. It may be a site-wide issue.
Good to know
- Getting a new phone is the most common reason this happens. Remove the pass from your old phone before setting up the new one, or ask your admin to revoke it.
- The email you use in the app must match the email in your building's access control system. If you see We couldn't find your account instead, see Mobile Access: We Couldn't Find Your Account.
Still having trouble?
If the error continues after these steps, contact Cove Support and include:
- A screenshot of the error
- Your phone model and operating system version
- Whether you've used mobile access on another phone or watch before
- Your building and company name
Related: Revoking a User's Wallet Credentials · Mobile Access Not Working? Confirm "Setup MobilePass Now" Was Tapped · Phone Settings