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What to do if…
your vaccination certificate or test-result app will not load when you need to show proof

Short answer

Step out of the line if you can and switch immediately to an offline backup (Wallet pass, screenshot, PDF, or printed record) while you ask staff what alternative proof they will accept.

Do not do these things

  • Don’t delete/reinstall the app in panic while you’re at the counter (you may lose saved passes or trigger account lockouts).
  • Don’t assume the CDC can “pull up your record” on demand—CDC can point you to general guidance and where to look, but your record is usually with your provider and/or your state’s immunization registry.
  • Don’t hand your unlocked phone to strangers “to fix it.”
  • Don’t keep retrying logins until you get locked out—switch to an offline proof route quickly.
  • Don’t rely on airport Wi-Fi as your only plan if you’re about to reach the desk/gate.

What to do now

  1. Buy yourself 2 minutes. Step aside, plug into power if available, and enable low-power mode. A dead phone turns a solvable problem into a bigger one.
  2. Do the fastest resets (30–60 seconds):
    • Toggle airplane mode on/off.
    • Turn Wi-Fi off (or on) and try once.
    • Force-close and reopen the app once.
    • Restart the phone if it’s clearly frozen (only if you know your passcode and any SIM PIN).
  3. Switch to offline proof you may already have:
    • Apple Wallet / Apple Health vaccination card (if you previously added it).
    • Google Wallet health pass (if you previously added it).
    • A SMART Health Card QR or file you saved earlier (some providers/states issue these).
    • A screenshot or PDF from email/downloads.
    • A printed vaccine record or lab test printout.
  4. Ask the desk/gate a targeted question. Say:
    “My proof app won’t load. Can you accept a Wallet pass, printed record, PDF, screenshot, or provider record instead?”
  5. If you need to obtain proof quickly (same day), use the most direct source first:
    • Contact the vaccination provider (pharmacy, clinic, hospital, workplace clinic) for a copy of your record or replacement documentation.
    • If you can’t reach them, contact your state Immunization Information System (IIS) to request an official record or instructions for access.
  6. If your proof is in a digital wallet and it’s missing, remember it may be device-specific. Some health passes are stored locally on the phone, so they won’t automatically appear on a different device. If you have another device with the pass already saved (tablet/older phone), use that as your immediate backup.
  7. If time is tight, escalate on-site. Airline/hotel/event supervisors may have a documented alternative process (manual verification, additional ID checks, or allowing a later upload). Your goal is a workable workaround, not perfect troubleshooting.

What can wait

  • You do not need to fix your account, reset passwords, or “clean up” your phone right now.
  • You do not need to contact multiple agencies at once—start with your provider, then your state registry if needed.
  • You do not need to decide anything long-term today; focus only on getting through this check.

Important reassurance

Apps fail at exactly the wrong moment—bad signal, a forced update, an expired login, or a phone glitch. Switching from “make the app work” to “show any acceptable proof” is often what gets you unstuck fastest.

Scope note

This is first-steps-only guidance for the moment you’re trying to check in, board, enter, or verify. Later, you can set up a more resilient backup (Wallet pass + printed copy + saved PDF).

Important note

This is general information, not medical or legal advice. Requirements and accepted proof vary by airline, venue, destination, and your situation. Follow the instructions of the staff verifying your documents.

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