Xtrulink not sending digital card install email for renewals?

Kristi Zoebelein

We are struggling with Xtrulink not sending the install email when a member renews after several years of not having a membership. Members who received an original install email back when we implemented it in Feb 2023 do not get a new install email when they renew even if they haven't had a membership / digital card since then. This means that during our busy season we have to manually send everyone the install email. And since it takes ~15 minutes to update we can't do it right away, the member has to leave and we have to make a list to go to later and manually send them all. We are aware that cards still in a customer's wallet will automatically update but the majority of people removed the cards after their original memberships expired.

Are we missing an easier step/fix to this?

Amanda Bjorklund

@Kristi Zoebelein
We are having a similar problem. Have you spoken with Xtrulink about this? We have a long conversation about this and recently told improvements are coming soon in their new release but don't have details yet. I've asked for more and happy to share once I do.

Kristi Zoebelein

@Amanda Bjorklund
We haven't spoken to them yet about it. My supervisor said as far as he knows there's not a way for it to send them for renewals but he hasn't contacted Xtrulink to confirm it. Thank you for sharing when you do! Appreciate it!