FAQs – Just Can’t Wait Card

Originally published on: October 8th, 2021. Last modified on December 5th, 2023

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If you have ordered a Just Can’t Wait Card and are experiencing issues we hope these frequently asked questions might help. It’s important to us that you are able to access the card as quickly as possible. The benefits of the digital card are numerous – it’s completely FREE, it’s better for the planet, and you can’t lose it as it’s tucked neatly in your smartphone.

However, not everyone is savvy with digital technology, so we’ve collated some frequently asked questions to help you get set up. We’ve also created some download guides, which you’ll find at the end of this article.

Frequently Asked Questions - Just Can't Wait Card

Q: My GPay App is no longer available, why is this?

A: Google Wallet recently replaced the GPay App. This update will take place automatically on your phone, and you will receive a notification from Google about the change. You will still be able to access and manage your Digital Just Can’t Wait Card in the same way, but be sure to look for the Google Wallet app instead of the GPay app in future. For more information please visit Google Play Store.

Q: Can I continue to use GPay?
A: No – the GPay app will be replaced by the updated Google Wallet version. Please be aware that there is an alternative app called ‘GPay’ which has a blue logo. This is a different payment-function app, not provided by Google so please ensure you are using ‘Google Wallet‘ prior to downloading your Just Can’t Wait Card.Google Wallet Logo

Q: I didn’t receive an email to download my digital card

A: Sometimes emails from us can inadvertently go to your spam or junk folder. Please check these folders to see if your email from us is there. 

Q: The link expired – what do I do?

A: Due to the nature of technology, these things can happen. It’s always worth checking that your phone software and Wallet App are up to date, and simply reapply to get the link again.

Q: Something went wrong when I tried to download the card

A: We advise using a compatible browser as your default browser when you click to add the card to your wallet (DuckDuckGo for example will not work).

  • Android – If you’re using a Samsung Galaxy or Google Pixel Smartphone, we suggest using Chrome or Firefox as your default browser to download your toilet card.
  • Apple – If you’re using an iPhone, please ensure Safari is set as your default browser to enable you to download your toilet card.

From your Smartphone settings you can adjust your default browser to one of the above, and then revert back as soon as you have successfully installed your Just Can’t Wait Card.

Q: I didn’t know it was a digital card

A:  We’ve tried to make our online application as clear as possible, so that you know what you’re applying for. If you go through the application form directly on our website, you’ll be directed to instantly download your card. 

Plastic Cards however are only available to order by post. If you don’t have a smartphone, you can still access the Just Can’t Wait card via postal application. We make a small charge to cover costs. Simply download and print our PDF here, complete and return it to us by post. We’ll send out your card within a few days.

Q: What if I don’t have a smartphone?

A: If you don’t have a smartphone, you can still access the Just Can’t Wait card via postal application, please see details in the previous answer directly above.

Q: Will I be charged in any way when the card sits in my digital wallet? 

A: Not at all – the digital Just Can’t Wait card will always remain completely free to use. The wallet technology used is similar to that of a loyalty card, so no payments or charges can be made.

Apple Wallet and Google Wallet are capable however of processing payments via other cards you might add to your mobile wallet – for example, credit cards. Within your Apple Wallet or Google Wallet account you can control all of your payment settings.

Q: Can I have a plastic card as well?

A: If you prefer, you may order a plastic card as well as a digital version. Simply complete the form and return it to us by post with payment by cheque or BACS (we make a small charge to cover costs), and we’ll process your application within a few days.

Q: I ordered a plastic card by post, but I received an email with a link to a digital card. What happens now?

A: When you order a plastic card by post we automatically issue a free Digital Just Can’t Wait card should you wish to use it whilst your plastic card is being dispatched, and beyond if you wish. Your plastic card should arrive within 10 days of ordering. If you don’t have a smartphone, or don’t wish to make use of your digital version, there is no need to do anything – simply disregard the email.

Q: Can you make the writing larger on the Digital Card?

A: Digital Wallet technology is not without limitations –  the size of the text on the Digital Just Can’t Wait Card is already as large as possible. However, as this technology advances we’ll be keen to update the text as a priority to ensure it’s as easy to read as possible.

Q: I’ve tried to use by Just Can’t Wait Card but it’s been refused

A: If this is the case we’re very sorry to hear it, we know this can be stressful. The card is a communication tool, as opposed to a pass to use the toilet. We are working to raise awareness with all levels of community to improve everyone’s understanding of what it’s like to live with a bladder and or bowel condition. The more people show the card though, the more people will recognise it. Please stay with us on the journey!

If you’d like to support our work, please contact us with details of your experience to inform our wider awareness campaigns.

If none of the above answer your question, please email us at [email protected] for support.


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