When a pass holder (for example a driver or employee) has lost their QR code or their ID document has changed, the company's Port Pass admin requests a new QR code in the Port Pass portal.
I'm a pass holder and lost my QR code
Port Pass support cannot resend your QR code: it is not stored. First look for it:
in the email "[Confidential] Your personal Port Pass is ready for use", or "[Confidential] Your personal Port Pass has been renewed" if your pass was renewed or updated before
in the Port Pass app, Apple Wallet or Google Wallet, if you added it there
in the image, PDF or printout you saved after your activation
Really gone, or a new ID document? Ask your company's Port Pass admin. You cannot request it yourself.
Request a new QR code for a pass holder
In the Port Pass portal, go to Pass Holders.
Click the actions icon at the end of the pass holder's row, or open the pass holder and click Actions next to the name.
Choose Request new Port Pass QR code.
Check the fee in the dialog, then click Confirm.
You see "New QR code requested. The pass holder will receive an email to redo their activation." The Event Log section on the pass holder's page shows "A new QR code was requested".
Resend activation email is only for passes not yet activated. It does not resend an existing QR code.
What the pass holder does next
The pass holder receives "Action required: update your Port Pass" (link valid for 31 days). This email is sent once the fee is paid.
The pass holder scans their ID document and takes a face photo, as at their first activation.
Once approved, the pass holder saves the new QR code on screen. They also receive "[Confidential] Your personal Port Pass has been renewed" with the new QR code. The old QR code no longer works: replace it in the Port Pass app or wallet.
The pass keeps its end date. It is not a new pass.
The pass holder didn't receive the email
The portal confirms at once, but "Action required: update your Port Pass" is only sent once the reactivation fee is paid: immediately with a card on file; with bank transfer, once your balance covers the fee. The event log entry does not prove the email was sent.
Check spam and the pass holder's email address in the portal. The email is in the pass holder's language. Still nothing, or the link expired (after 31 days)? Contact Port Pass support.
What does a new QR code cost?
Your company pays a reactivation fee per request. The Request new Port Pass QR code dialog usually shows the amount, excluding VAT, or else "Your company is charged a reactivation fee."
To get a new QR code, do not archive and re-add or reactivate the pass holder: that is charged as a new pass.
The request fails with "Something went wrong"
If the request fails, the portal only shows "Something went wrong... Please try again later." Usual causes: no payment method and not enough balance, or no valid VAT number. Fix this in Billing & Invoicing in the sidebar and try again. If the option disappeared afterwards, contact Port Pass support.
Why don't I see the option?
Only your company's Port Pass admin sees this action in the portal. Request new Port Pass QR code only appears for an active year pass before its end date. It does not appear while a renewal or an earlier update is in progress (waiting for payment or for the pass holder's new activation), or its payment failed, nor after an earlier update was rejected. If the pass holder still has to finish an earlier update, wait for them or see "The pass holder didn't receive the email". In the other cases, contact Port Pass support.
My ID document has changed
A changed ID document (for example a new ID card) needs no new pass. The Port Pass admin uses Request new Port Pass QR code under Pass Holders; the dialog shows the reactivation fee. The pass holder scans the new ID document and gets a new QR code. The pass keeps its end date.
An ID document about to expire has its own automatic email, "Action required: Identity document about to expire". That is not this action. The pass holder follows the link in that email.