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Troubleshooting Tips for Your Digital Card on iPhone

If you encounter any issues adding or using your Qantas Health Insurance digital card, try the following troubleshooting steps:

  • Check your Internet Connection: Ensure your iPhone has a stable internet connection when you’re trying to add your digital card. If you make changes to your details (like your name or level of cover), the Wallet pass will update automatically when your device is online and Wallet updates are enabled[11] so you won’t have to do anything. Without internet, the add-card process or automatic updates might fail.
  • Disable VPN and Use Supported Regions: If you use a VPN or have region settings that are not Australian, temporarily disable the VPN and try again. Apple Wallet passes can sometimes be region-restricted. Make sure your device region is set to Australia and that you’re in a location with Apple Wallet support[12]. A VPN or poor network connection can also block the secure connection needed to add the card. It’s best to be on a reliable Wi-Fi or mobile data network (and not behind a strict firewall) during setup[13].
  • Update iOS and the App: Verify that your iPhone meets the minimum requirements for the digital card. You’ll need an iPhone that supports Apple Wallet (iPhone 6 or later) with a relatively recent iOS version[14]. If possible, update to the latest iOS version for security and compatibility. Also check that you have the newest version of the Qantas Wellbeing App installed – the digital card feature is available only on the latest app release[15]. (If you have an older version of the app, update it from the App Store, as older apps may not show the Add to Wallet option.)
  • Close and Reopen the App: Sometimes simply restarting the process can help. Force close the Qantas Wellbeing App completely (swipe it closed), then reopen it and navigate to the Add to Apple Wallet function again. If that doesn’t work, try restarting your iPhone, then attempt to add the card once more[16]. This can clear temporary glitches and is often effective if the card was not appearing in Wallet on the first try.
  • Wallet App Installed & iCloud Logged In: Make sure you haven’t deleted the Apple Wallet app from your iPhone. (On iOS, Wallet can be removed; if so, reinstall it from the App Store.) Also, you must be logged into your Apple ID on your iPhone to use Wallet features. Logging out of your Apple ID or removing the Wallet app will remove any cards/passes you’ve added[17], so confirm that you’re logged in and Wallet is present before adding your Qantas Health Insurance digital card.
  • Enable Automatic Selection (Optional): For the smoothest experience at the dentist or physio, you can enable Automatic Selection for your Qantas Health Insurance digital card in the Wallet app settings. This feature (available on iOS 15+ devices) allows your digital card to be automatically presented when your iPhone is near a HICAPS terminal, without needing to open Wallet manually[18]. (On your iPhone, go to Wallet & Apple Pay in Settings, find your Qantas card, and turn on Automatic Selection.) We also recommend keeping Automatic Updates on, so your card stays up-to-date with any policy changes[11].

Contact Support if Needed: If you’ve tried the above and still can’t add or use your digital card, we’re here to help. You can contact Qantas Health Insurance support at 13 49 60 (Mon–Fri, 9am–7pm AST) for further assistance[21]. Our team can walk you through the process or investigate any account-related issues. For device-specific Wallet issues (for example, an error within the Apple Wallet app), you may also refer to Apple’s official Wallet troubleshooting guide or contact Apple Support[22] for guidance.

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