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NYS Wallet App Complaints & User Negative Comments 2024
NYS Wallet app received 31 complaints, negative comments and reviews by users. Have you ever had a bad experience using NYS Wallet? Can you share your negative thoughts about nys wallet?
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NYS Wallet for Negative User Reviews
✓ Keeps asking me to add passesEvery other time I open the app, I'm asked to add a pass because I have none. When I do so, it either tells me I already added it or it makes a duplicate of an existing pass. I cannot get past the page asking me to add a pass otherwise. In addition, the app has been unable to locate my booster. It is poorly worded: what is the date of three last vaccine? The second dose or the booster? If I enter the booster date, it is not finding me. If I enter the date of the second dose, it won't show the booster. Only good thing is adding the regular pass (not the plus one though) to wallet, but that will expire in a couple of months upon the 1-year anniversary of my second dose....Version: 2.6.0
✓ Issue with iPhone 13I just got my iPhone 13 and added the app to my phone, downloaded my vaccine card without any problems. I open the app three days later and instead of see my excelsior pass I was back at the initial screen asking for my vaccine information again. I inputted my vaccine information and the app retrieved my vaccine information, but now I have two cards. Three days later same thing, back at the initial input screen, so now three cards. I know how to delete the extra cards and never had this issue when I had the app on my old iPhone 6S. So if I have to input my vaccine data every three days to see my excelsior pass, then what’s the point of this app?.Version: 2.6.0
✓ Pass not foundLike some other people I have been unable to be found in the system, despite being more than two weeks but less than 90 days after my 2nd dose. Each time it provides the pass not found error, despite having confirmed the information is correct and entering the information multiple times over multiple days. Trying to contact technical support with specific questions only resulted in the stock FAQ answer being sent back, which was disappointing. Maybe I’ll try it again later on to see if this has been fixed but right now it is impossible for me to use..Version: 1.0.2
✓ Keeps deleting my passAbout once a week or so, this app deletes my pass, so when I open it there is a message saying I have no passes. I go in and re-input my information. Then it shows four passes! (that is the number of times I have re-input my information). I have tried deleting the app and then reinstating it, but this has just happened again. Clearly the pass is there, but there is some glitch in the app that it suddenly stops registering that the pass is there. So now I guess it will show FIVE passes, with no way of deleting any of them either. They must know this is a problem, and have had a long time to fix it..Version: 2.6.0
✓ Only if you got both shots in NY stateSo I got my vaccines in MI when I was staying with family. Have my CDC card and proof I've been vaccinated but since I was not vaccinated in NY state even though I live here, I can't upload my info because apparently it only uses NY info. That's great and dandy, but I think is very stupid considering those who are in NYC travel a lot or live in Jersey or another nearby state, or perhaps someone from New York who lives on the edge and was able to get vaccinated in a different state sooner then they were here, yet live in NY.....so to deny people to get this approved pass that is important to have as of September 13th to dine in and work out at the gym in NYC because of our of state vaccination is very frustrating..Version: 2.4.0
✓ Randomly drops passesThis worked for a while but now it likes to delete my passes and go back to the initial screen where it asks if you’d like to add a pass because there are none on the phone. Inevitably this happens just as I’m needing to use the pass, causing me to fumble around at the entrance to a restaurant or venue, exactly what this app was supposed to help me avoid. Total garbage. As many have said, it worked for me, but a family member who was vaccinated at the same time and who was originally able to use it now can’t get it to work. And as many have said, absolutely no response from the help line. I wonder which crony of our corrupt mayor is responsible for creating this mess that the city is likely paying too much for?.Version: 2.5.0
✓ Excelsior pass plus not workingHad to wait an extra day to get the Excelsior pass app to work the first time I used the application where it made it seem like I already entered my information in and got blocked out. With the updated Excelsior Pass Plus version, I was vaccinated at a local facility not a state one so it doesn’t seem to work as it said it doesn’t have contact info even though I already obtained a regular excelsior pass already and it has all the correct information. Poor implementation of application and it does not seem useful at all. I submitted a request to report information online and it says I need to contact initial vaccination provider but the information is correct as I got the regular Excelsior pass already so I would be forced to use the existing CDC card if the Excelsior pass is not used but Excelsior Pass Plus is..Version: 2.0.0
✓ Piece Of JunkIs there something Lower than one star? The politicians did a lousy job with the vaccine and mask mandates, did you think they would get this right? First they pick an arbitrary Expiration Date. Then they use Outdated Medical Information to “verify” your identity…. So you can’t get the pass plus. They of course have a boilerplate answer when you call the help line…. The Provider Did It; this despite you going back and checking that the Provider put in the correct information. It’s 2021 and we get Paper Vaccinated cards that your kid could print out for you… Did you think this app would work?.Version: 2.5.1
✓ If I could give it no stars, I wouldI downloaded this app when I first got my vaccine and the whole thing hadn’t worked. I figured maybe it was because I just got my vaccine and not all records are as speedy as one may hope. So I requested a review, left my email and I deleted the app and decided to wait a while. I downloaded it again today (3+ months since I’ve gotten my vaccine) and tried again since I hadn’t heard anything through email or phone about the review. Of course, it didn’t work for me but it worked for my father who got the vaccine on the same day as me, at the same time, at the same place. So obviously it’s not the records considering my entire family has the pass on their phone now and we all got it done are ours the same time in the same county. I sent in another review request form and I can guarantee you I will not get a response from them regarding my information because I’ll bet there’s no one even working on review requests. Fix this problem because I know I’m not the only one that’s having it..Version: 1.5.0
✓ Must reenter information every dayI downloaded Excelsior NY Pass w the understanding that this will be the standard vaccine pass for NY state. I downloaded both the regular blue pass and the white Pass Plus. After a few days, I needed the pass for entry to a museum, and upon opening the app, found my passes gone and the “no active passes” screen. In a panic, I reentered my information and received new passes. I now do this every day. Downloaded passes, despite expiration dates—and no expiration date for Pass Plus—last no more than 36 hours in the app. In order to ensure the pass is there when I need, I have to check the app repeatedly and enter the info again as soon as the passes are removed. Every day. Deleting and reinstalling the app does not fix this, and the problem carried over into a new iPhone. Extremely annoying..Version: 2.6.0
✓ Apple Wallet support neededThe original Excelsior Pass could be added to Apple Wallet, which was extremely convenient (one less single-purpose app to juggle) and obviously the “right” way to do things on the platform. This ability was removed from the Plus Pass… why? With the upcoming expiration of our original passes, we really need this functionality back. Especially since half the time the janky NYS Wallet app opens up blank until it’s force-quit and reopened (and yes, I’ve reinstalled, checked I’m on the latest version, redownloaded my passes, and so on)..Version: 2.9.0
✓ Does not not workFirst, NYC vaccination sites are not listed, just NYS ones, nice job ignoring the largest city in the state. I entered my information exactly as I did when using vax4nyc, matching the county on the vaccinations site (most definitely was queens county). After being rejected as not found about 24 times, i finally accidentally entered manhattan and it worked. So the trick is just keep filling it in over and over changing the county until you stop getting rejected. don’t even bother with the forms requesting a review, it does not actually submit anything, just tells you to call your vax provider..Version: 1.2.0
✓ “NY Tough” to Set Up & UseThis app took me way too long to set up. When using the scanner the app didn’t recognize my card at all, so I needed to manually enter my information. This would have be fine, except it asks for the date of your last vaccination dose… If you’ve had a booster dose (like I have) you might think this would be your last dose but you’d be wrong. The app won’t find your record if you input the date of your booster. It’s actually asking for the date of your 2nd dose. The app doesn’t make that clear and it took me multiple attempts over two days to figure that out. The biggest problem I have with this app is that it doesn’t replace the need to show a physical ID. What’s the point of the app if you still need to pull out a drivers license? Now I’m juggling my wallet and my phone while trying to keep my mask from fogging up my glasses. It’s slapstick. Until I can keep my NY drivers license in my phone, I might as well carry my physical card. I guess the app protects me against losing my paper card, but this is really a half baked solution at this point..Version: 2.8.0
✓ Doesn’t work.I was fully vaccinated a month ago and I still can’t get a pass. I clicked on the link and sent a message for help. Two weeks later and I’m still waiting for a response from them. This app is clearly made by the lowest bidder and it show. This app is useless and takes up much need space on your phone. This will be deleted ASAP. Update: July 30th 2021. Decided to try again and submit my info to get the pass and still reads no pass available. This doesn’t give me any confidence in the way this pandemic and vaccines are being managed, more like mismanaged. I guess this is what happens when you go with the lowest bidder..Version: 1.5.0
✓ So mad this won’t work!I’ve been trying to get this app to find my vaccination record since it came out. I tried every combination of my name that I could think of. I cannot believe that there is no way to correct the information or a State phone number to call! I filled out the form and no response. I do not want to carry my vaccination card around since it could be lost or stolen so this is the best option- IF IT WORKED!! The State needs to come up with a way to fix the problem for users that aren’t showing up in the system! Please work on a way to get this to work for users with vaccinations and can’t find their pass!!!.Version: 1.2.0
✓ UselessThis is a pretty useless app if they can’t get the vaccine records updated in the system even on a monthly basis. I got my vaccine back in August and downloaded this app today since I will be going to MSG for an event in January. It has no record of me and when I went to the Support FAQ and answered some questions about my vaccine and where it was administered it told me to go back to my administration site and ask them to submit my information to the state. Sorry that’s not happening since I had to wait 3 hours for my vaccine at my local pharmacy twice because they are so understaffed, trust me when I say they won’t even think this is their problem to deal with let alone want to deal with it at all..Version: 2.7.0
✓ Wrong infoEntered my son’s info for Excelsior Pass Plus , however the verification number they have is our old home phone number. We didn’t have that number for 3 months prior to my son’s vaccine and never used that number when my son got the vaccine. I even went back to the facility and they showed me that the only number entered was my current cell number. Somehow this app is pulling information & demographics from other/old sources. We would never use an old phone number. That old number is the only verification listed, not even my email is there. So I cannot not get the Pass Plus for my son, only the regular one which expires..Version: 2.5.0
✓ So very very badMy name is Lesley Andersen. I am usually called Les. Sometimes my first name is misspelled ‘Leslie’. Sometimes my last name is misspelled ‘Anderson’. When I tried to claim my pass I entered my full legal name. The app couldn’t find me. So then I tried the 5 other ways in which the various spellings of my first and last names could be combined. The app couldn’t find me. So then I tried just ‘L’ together with each of the possible spellings of my last name. The app couldn’t find me. So then I reached out to app’s help service. They advised be to try again, being careful to spell my name correctly. Are there people for whom this is actually useful advice? So then I gave up. Now fast forward a couple of months. Today I was scheduling an unrelated appointment on the website of Weill Cornell, from whom I had gotten my vaccine shots. While on this site I noticed that my first name was listed as ‘Lesley W’. W is my middle initial. Hmm. So I tried the app again, entering my first name as ‘Lesley W’. It worked perfectly. As a professional software developer, I am appalled by the lack of thought that apparently went into the design of this app. And as an ordinary citizen I am offended by a customer service response that says, in effect, ‘do it again and make sure you do it right”..Version: 1.1.0
✓ What happened?Ok so I took me a while to figure this out since the app doesn’t provide much information on this. If seems after the 2nd dose of vaccinations any boosters aren’t automatically updated to the pass. Instead you have to go to the NYS website and add a new pass to the app with the update as Excelsior Plus. Now unsure if this is also from an update but why not just allow a person to scan their real card and verify the data right into the app? Also was Apple Wallet feature removed? On the go I’d like to just open the Wallet and get it scanned when I’m in NYC. I don’t see or can find details on how to do that now. You should include an action for it..Version: 2.9.0
✓ Needs a LOT of work to be useful long-term1) The app only gives a valid range from the date of one’s final vaccination in their series to 3 months after. The CDC has removed this requirement from their guidance, so why does New York keep it in theirs? The period of validity should extend through 6 months foster one’s final vaccine in their series to align with data from phase III trials or remove it until a booster schedule is established. Otherwise, most of the essential and healthcare workers who were vaccinated as part of phase 1a will not be able to use the pass by the end of April 2021 rendering it useless to a large chunk of people. 2) Many people who were vaccinated in NJ, CT and PA work in NY. Why not link to their state’s DOH? Again, this limits the usefulness of the app. 3) The pass should be available in the Apple Wallet. No brainer!.Version: 1.0.1
✓ Didn’t work and no way to troubleshootI got my vaccination earlier in the year as a healthcare worker. My information was not in the system and it didn’t give me any options to troubleshoot. I’m weary that it will update my info that should have been in the system months ago when my partner who got their 2nd vaccination days ago was in the system, unless their working backwards? Highly unlikely. There were no other options or feedback for me to find any other methods to still prove my vaccination to get a pass. It basically said I’d have to use another al method (neg test, diff app, or paper form) so sounds like I just won’t be able to use the pass. Really frustrating because I don’t want to walk around with my paper vax card. Totally defeats purpose of app and this should be fixed..Version: 1.1.0
✓ A Typical Government Dumpster FireI downloaded my Excelsior Pass Plus only to find that my information was either incorrect or missing. The vaccination sites were incorrect & the lot numbers were missing. I later found out that my primary physician’s office accidentally overwrote the info in the state’ database that was originally input by the pharmacy that gave the vaccination. How is this possible?! You would think a competent app designer would implement protocols that would prevent this from happening. To make matters worse, calling the Excelsior Plus help line is an absolutely frustrating experience that offers little to no help. One could get better results speaking to a brick. This app is a true dumpster fire that is poorly designed and supported..Version: 2.7.0
✓ Passes disappearAs many have said, app used to work great. But now every few days my passes disappear and I have to get a new pass. When I do that the old ones come back so now I have 3 passes (old regular, new regular and old plus). Seemed to start after upgraded to new iPhone 13 and iOS 15. Deleting and reinstalling App did not help. Otherwise would be 5 star app for me. Note here is a minor workaround. Take a screen shot of a pass either NYS or Apple wallet versions. When passes disappear choose Add Pass and then Add from photos. Select your screen shot and all passes (old and new) will come back Very quick and simple..Version: 2.6.0
✓ UselessUseless because it has been six weeks since my last jab and I cannot obtain a pass. There is a helpline to call, but the nice lady who answered had no idea how to resolve the issue, and in the end I was directed back to the same online form that insists the problem lies with the facility where I received my second shot - in my case, a local pharmacy. I called the pharmacy, and they verified that my information was indeed entered and entered correctly, but there is no way to check with the state to verify that the information is in their data base - or to find out why it isn’t. VERY frustrating, to say the least. I just deleted the app from my phone and snapped a photo of my vaccination card instead..Version: 1.3.0
✓ No records found, no helpI have been unable to retrieve my vaccine pass, after multiple attempts and checking the information against my vaccine card, even though I received my last dose well over a month ago. Looking through the reviews here, this seems to be a very common problem, and likely related to problems in entering or maintaining the data in the state vaccine database. That’s to be expected with a vaccine system started up so quickly in an emergency. The problem is that support for correcting the data and retrieving a vaccine pass is slow or nonexistent. I am still waiting for a response beyond a form letter from the Excelsior pass support team, and it is notable that while the developer has responded to several reviews here, the developer has not responded to any complaints about unretrievable records. I don’t expect the state database to be perfect, but if it can’t be corrected to be accurate, the system is useless. It’s too bad, because this sort of app would be a great help for New Yorkers and businesses—if it worked..Version: 1.2.0
✓ Mixed feelingsI’m glad to have the app on my phone and got a pass after several attempts at inputting my information into the app. I can see why it was such an ordeal because, when I look at the details of what they have for my records, I see that they have some dates and locations wrong of when/where I got my doses! I have my card and the records are correct on my providers website. All I can think is that someone screwed it up when putting into the NYS database. I’m not even sure where I would start to set them straight..Version: 2.1.0
✓ What’s going on?I’ve had this app since the early inception. It worked ok. A few odd things like random expiration dates a month later and then a few months later but now, it’s a useless aggravation. A 2.7 rating is telling you that already. I got a new iPhone 13 and now I have to input my information virtually every 24-48 hours and there is no option to add it to my wallet. I tried deleting and re-downloading but that didn’t help either. Come on people this app doesn’t have to do very much at all, it’s a one and done for the most part. People aren’t interacting with it all day long. The usage is basic so please make an effort to fix it! Thanks!.Version: 2.6.0
✓ No booster infoThe Pass Plus is not showing my booster shot, which I got in October. I’ve tried on multiple phones. I’ve called the Help Number and was told that my record is complete and accurate - has all 3 of my shots. When I have tried to submit a form indicating I am having trouble with my pass, clearly explaining that my record is complete, I get a non-response saying I need to go back to the provider to make sure they submitted my info. Again, I have called, twice, and both times the Help Desk has verified that my record in the database is accurate. How do I get my booster info on my Pass? The whole point of having this Pass is so I don’t have to carry my CDC card. I’ve reloaded the Pass, so I am using the most updated version..Version: 2.7.0
✓ Every interaction with this app is a failureThe app frequently just LOSES my passes. I’ll go back to the app to show one at a door and they’re all gone. I can re-add them but it takes a few minutes and involves putting in all of my vaccination dates, etc over again to confirm everything so it’s a huge pain. Making this so frictiony is hugely negligent because it encourages people to use less secure/verifiable methods like screenshots, which undermines the whole point of having an app like this and reduces trustworthiness of vaccine proofs overall. Today the app just gave me a notification to retrieve my 365 day pass and I clicked the notification. To my amazement the app actually loaded straight to it without trouble. I was ready to think maybe they’ve improved it, but of course clicking the “add to wallet” button just throws an error. Lol. Still just the same crap..Version: 2.7.0
✓ True testament to incompetence of NYS governmentExcelsior Pass Plus does not show your booster information. I understand it doesn’t automatically update so I’ve manually plugged in my information several times and retrieved and downloaded an “updated” Excelsior Pass Plus several times and still only get “2 doses” listed on my Excelsior Pass Plus. No resource to help you out and no tech department made available for questioning — all you get is a generic FAQ website that provides absolutely no help. Good thing they have about 7 other passes all similarly named and serving similar purposes to make this process so much more clear and efficient. NYS has fumbled and mishandled this pandemic situation from the very beginning. Whatever department is working on this app should be re-evaluated. Get it together..Version: 2.9.0
✓ Won’t allow me to add booster information.I love the idea of this pass. It was so easy to get around nyc with the pass. It still has my two expired passes stored so no problems losing them but now, it won’t let me get a screen to update with my booster information. It also doesn’t remember me so I have now filled out the same screen six times without getting to a screen for the booster. It would actually be a five if I could get it to accept my booster information. Please fix this! My husbands app has a white pass. Mine will only show blue. Even when I click on excelsior pass plus it throws me back to the original..Version: 2.9.0
🙂 NYS Wallet Positive Reviews
NYS Wallet works most of the time. If it is not working for you, we recommend you excersise some patience and retry later or contact NYS Wallet.
⛔ NYS Wallet Problems
