Having trouble with in-app payments or have a discount code?
If you're seeing payment errors in the PadsPass app—or you have a promo/discount code—this guide explains the most common fixes and your checkout options.
In-app payments (Apple App Store / Google Play): quick troubleshooting
In-app purchases are processed by the Apple App Store (iOS) or Google Play Store (Android). Occasionally, a payment may fail for reasons outside of PadsPass's control.
Try these steps first:
Confirm you have a stable internet connection, then try again.
Check that your App Store / Google Play account has an active, valid payment method.
Confirm you're signed into the correct Apple ID / Google Play account on your device.
Close and reopen the PadsPass app, then try again.
If the in-app purchase still won't go through, you may be able to complete your purchase using a secure web checkout instead.
Web checkout option (Stripe)
In some situations, PadsPass may provide a secure web checkout link powered by Stripe. This can be helpful when:
An in-app payment is failing, or
You have a promo/discount code to redeem
Important: use the same email address
PadsPass links web purchases to your PadsPass account using your email address.
If you already have a PadsPass account (including a Free Pet ID), use the same email address at checkout.
If you don't have a PadsPass account yet, complete checkout first, then create your PadsPass account using the same email address you used at checkout.
Checkout links
Digital Pet Passport
Digital Pet Passport + VIPP
After checkout, your purchase should connect to your account and unlock access in the app.
If you used the wrong email
If you purchased using one email but created/logged into your PadsPass account with a different email, your subscription may not link automatically. Email support@padspass.com and the team can help connect it.
How to redeem a promo / discount code
Promo codes are redeemed during Stripe web checkout (not through in-app purchases).
Open a PadsPass web checkout link: Digital Pet Passport, or Digital Pet Passport + VIPP
During checkout, find the field under the subtotal labeled Add Promotion Code.
Enter your code and confirm the discount applies before completing payment.
Important notes
Promo/discount codes can only be redeemed through Stripe web checkout, not through Apple App Store / Google Play in-app purchases.
If your code doesn't apply, double-check spelling and try again.
If it still doesn't work, email support@padspass.com and include the promo code you tried to use.
Still don't see your subscription in the app?
After payment, it may take a short time for access to update.
Try this first:
Close and reopen the PadsPass app.
Confirm you're logged into the app with the same email you used at checkout.
If you still don't have access
Email support@padspass.com and include:
The email address you used at checkout
The email address you use in the app (if different)
Any confirmation details (receipt email, date/time of purchase)
If available, Stripe subscription/customer details from your receipt