Contact CLEAR Support

Update: I have again attempted to set up an account with the new updates, but still have no success. Extremely frustrating that even the newest update has not fixed whatever issues the app has been having. I’ve spoken with others that are upset with the set up as well, they too have tried multiple times to set up an account, but to no success either. It has to do with the picture of the face portion. After my initial review I received an email to “Please, please, please” contact them. I contacted them but have heard nothing back. Really upsetting. I might just be selling my single game tickets to the highest bidder and tailgating during games. Unfortunate. Also, the amount of tracking the app does is absolutely horrendous. Why does it need to know all of that info for me to watch a game…from a third party that I didn’t pay for the PSL/tickets? Do better Clear. Original post: I am PSL season ticket holder to the Raiders. We have to use this system to verify you have the vaccine. Problem is, registration doesn’t work because it won’t capture a your face to verify it against a passport or ID photo. Too bad. Now I have to go through a separate line and verify my hard copy vaccine paper. Terrible system. Which there was not a monopoly on one system, and they would allow for multiple ones. Maybe another one would actually work. If I could rate zero I would.

A concert I recently attended required proof of covid vaccination status. Attendees could bring their actual cards or could use the Clear digital vaccine card. I downloaded the app on 10/4, 8 days before the concert and tried to create my digital vaccine card. It didn’t work at all. The process failed after all my information was entered. I contacted customer service via text (the only option they give you) and didn’t hear back for an entire day. When I finally got the return text on 10/5 I was at work and couldn’t answer right then. I was told to delete and reinstall the app, which I did, to no avail. I contacted them again but could not get through to someone until 10/16, THIRTEEN days after my initial inquiry. In the mean time. I would get texts asking for my name, email and birthdate, which I provided, but then I was asked for this information again and again. I also had to keep explaining what the problem was, but they kept ghosting me. The customer service was AWFUL. Like literally the worst I have ever experienced! When I finally did get through to someone, just today on 10/16, I tried all the things asked if me and the answer was just “huh, it doesn’t work”. So this app doesn’t work at all and the customer service is abysmal.

I’m an member with a paid membership. $179/year and can’t use basic functions of the app that are provided with free memberships. Every time I try to create a Health Pass or upload my vaccine card, I get a message saying “There is an existing membership associated with this email address, but it’s missing information we need to create a Health Pass. Please contact customer support for assistance.” I contacted customer support, and multiple times they responded by text hours or days later, waited two minutes, then ended the chat. I’d have to go through the entire process again. Finally got someone on the line, and their solution? Set up an entirely new account using another email address. They said they’re aware of the problem with paid memberships not being able to create a health pass and are “working to resolve the issue”. It’s been months and still having the same problem. No timeline as to when this problem will be corrected. The app is completely useless, especially if you’re an existing customer with paid membership. Horrible customer service and horribly inept IT department. I thought for $180 there’d be at least some level of customer support. It’s nonexistent.