I received a payment reminder, but can't see any open balance on my FELFEL account. How can that be?

Scenario 1: Your payment and the reminder crossed paths

There can be a delay of a few minutes between the moment a payment reminder is sent and the moment your open balance is settled. If you topped up or your payment method was charged shortly after the reminder was sent, your balance may already be cleared, even though the reminder reached you. In this case, no action is needed. Simply check your balance in the app to confirm.

Scenario 2: You have two FELFEL accounts

You may be using both a physical badge and the FELFEL app, but your badge could be linked to a different account than the one you are logged in the app. This can happen if your employer gave you a physical badge that was already linked to a FELFEL profile (for example with your business email), but you then created a new account in the app using a different email address (for example your private email).

When you receive a payment reminder, check the email address it was sent to and compare it with the one in the app. If they don’t match, that’s likely the source of the issue.

Scenario 3: You registered with Apple ID

Registering with your Apple ID can create a randomly masked Apple ID address. If you receive a payment reminder, compare the email address it was sent to with the one shown in the app. If the email in your FELFEL account is a masked Apple ID address, it means this is the address your FELFEL account is registered under.