Question 1

Do I need the Supa app?

Accepted Answer

No. Create or recover a Supa Pass on the web with your phone number. The secure link opens your QR and lets you add the pass to Apple Wallet or Google Wallet.

Question 2

Is it a new ticket every night?

Accepted Answer

No. The Supa Pass is reusable. Staff scan the same QR for drop-off and collection across staffed Supa wardrobe desks.

Question 3

What if I lose my link or created it on a computer?

Accepted Answer

Only the secure claim link expires. Recover a fresh link with the same phone number and save the same reusable pass to Wallet.

Question 4

What if SMS is hard to receive?

Accepted Answer

Supa sends an SMS link to claim that visit. Add an optional email fallback if SMS is hard to receive; staff still verify the phone-linked pass at the desk.

Question 5

Can staff help if my phone is unavailable?

Accepted Answer

Yes. Staff can find the phone-linked pass by number. Collection still requires the matching pass or a staff phone-lookup confirmation recorded at the desk.

Question 6

Can I add a photo for pickup?

Accepted Answer

Yes. You can optionally upload a security photo. Staff may use it with your phone number when your phone is unavailable.

Question 7

Do I need internet at checkout?

Accepted Answer

The browser pass needs a connection, while a saved Apple Wallet or Google Wallet pass remains available from the wallet. Staff still verify release.

Question 8

How do I open my pass from Wallet?

Accepted Answer

Open the Wallet app. On iPhone, double-click the side button. You can also recover the pass on the web with the same phone number.

Question 9

How do paid wardrobes work?

Accepted Answer

The venue controls its wardrobe price. Staff can use a saved payment method, staff Tap to Pay, an external terminal, cash, or a venue-authorized waiver.

Question 10

Why save a payment method?

Accepted Answer

It lets staff charge the wardrobe price during check-in. You can remove the saved card from your pass at any time.

Question 11

What happens to the physical tags?

Accepted Answer

Staff attach one reusable tag to each piece. Supa groups those pieces in one visit so they can be returned together or separately.

Question 12

Can I pay before I arrive?

Accepted Answer

Yes, when the venue shares a prepay link or offers wardrobe with your event ticket. Select the number of pieces and pay by card, Apple Pay, or Google Pay.

Question 13

How do I report something missing?

Accepted Answer

Use the web lost-item report. Venue staff can match it with found inventory, contact you, and record collection.

Question 14

Can I turn off venue messages?

Accepted Answer

Optional venue updates and offers can be disabled. Required service messages such as pass delivery, closing reminders, and lost-property follow-up may still be sent while needed.

Question 15

What does a venue need to start?

Accepted Answer

A staffed device with a camera, reusable tags, a Supa place setup, and a short team onboarding session for the quick one-minute scan-and-tap service flow.

Question 16

What does staff use during service?

Accepted Answer

The desk supports guest and tag QR scanning, phone fallback, grouped payment, partial return, lost/found, shifts, device health, and live summaries.

Question 17

Can staff fix edge cases?

Accepted Answer

Yes. Supervisor-controlled overrides, voids, refunds, conflict resolution, and lost-property actions remain attached to the audit history.

Question 18

What happens when the connection drops?

Accepted Answer

The mobile desk stores idempotent commands locally, syncs them when connectivity returns, and keeps conflicts visible until staff resolve or discard them.

Question 19

What is visible in analytics?

Accepted Answer

Supa reports active pieces, unpaid visits, returning guest counts, revenue, payment mix, cash closeout, staff activity, device health, refunds, chargebacks, and lost/found readiness.

Question 20

How is the pass protected?

Accepted Answer

Claim links expire, public recovery responses do not expose pass IDs, service-role access stays server-side, and Apple or Google passes can be updated or revoked.

Fast answers for guests and venue teams

For Guests

Fast answers for guests and venue teams

For Guests