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Can I change my CLEAR photo after I create an account?

If your CLEAR photo is low-quality, you will be prompted to update your selfie when creating a Health Pass. If you continue to receive an error, please contact Member Care for further assistance.

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How do I create a Health Pass if I do not have a smartphone?

You will not be able to create a Health Pass if you do not have a smartphone. Your organization will have an alternate screening option. Please contact your organization for further instructions.

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How do I change my screening option if I selected the wrong one?

Select 'Change Screening Option' on the Entry Requirements screen.

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What does it mean to get a red, green, or amber/gold status?

Green means you're good to go. Red means you are not cleared for entry. If your organization has amber/gold, please reach out to your organization for more details about what this status means.

If you receive a red Health Pass, please contact your organization for alternate screening.

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As an existing CLEAR member, how do I use Health Pass?

1. Open Health Pass in the CLEAR App and select your organization or enter your code. If you're not signed into the app, you will then be prompted to enter an email address.
2. Enter the email address associated with your CLEAR membership  
3. Follow the instructions and prompts on the screen to complete your Health Pass.

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I'm having trouble creating a CLEAR Health Pass account. Do you have any tips on how to sign up?

We have plenty of tips to help you. We've broken them out into a few categories below.

General Tips:
• To sign up, click the "Get Started" button on the Health Pass tile (found on the home screen) and then click the tile associated with your organization or enter a unique code if you were provided one.
• Ensure your mobile device is running on the latest software and you're using the latest version of the CLEAR app (to check for updates check your App or Play Store).
• If you receive a "Sit Back and Relax" screen, CLEAR is finalizing your enrollment. Please check back in a few minutes to complete your account by setting your password.

Tips for Scanning an ID Document:
• Do not use a document that is heavily damaged or expired.
• Make sure your fingers are not over the edges of the document.
• Take the photo in an area with bright, even light and no shadows.
• Your ID photo and the information on the document must be clearly visible without a glare.
• The barcode (if applicable) must be clearly visible.
• If after taking a photo of the document several times you continue to see messages about the barcode, simply click next to continue your enrollment.

Tips for Taking a Selfie:
• Take the photo in an area with bright, even light and no shadows.
• Take the photo indoors within a stable environment (e.g. not in a moving vehicle). Position yourself in front of a solid-colored dark background, sitting down would be best.
• Remove masks, heavy glasses, hats, and brush aside very long bangs.
• Hold the phone level with your eyes and keep a neutral expression.
• Follow the instructions and prompts on the screen.
• If you have trouble taking the photo and do not see on-screen instructions, use the back arrow at the top left to move back one step and begin the selfie process again.

Tips for Verifying Your Identity with the Live Selfie Cam:
• Ensure you are indoors in a well-lit area and the light on your face is even.
• Increase the brightness of your phone screen.
• Hold still without speaking or looking away during the scan.
• If you have trouble capturing your liveness selfie, disconnect from your WIFI and try again.

Still having trouble? We're here to help — contact MemberServices@clearme.com

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What if my front-facing camera does not work?

To enroll in CLEAR, you must have a mobile device with a front-facing camera that functions. If you do not have this, please contact your organization for further instructions.

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What if I made a mistake in my health survey resulting in a red Health Pass?

Please contact your organization for next steps or further instructions.

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Can I take a screenshot of my Health Pass QR code for entry?

No, you must show your Health Pass in the CLEAR app. Your Health Pass features a moving background to deter fraud.

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What if I have trouble linking my COVID-19 test results with CLEAR?

If no test is found, attempt to re-sync your provider. If your COVID-19 test shows up invalid, it is either too old or is inconclusive; another test must be provided.

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How long does a Health Pass result last?

Your Health Pass will indicate when it expires below the QR code. This varies by organization. You can use your Health Pass at the same location while it's active. Your Health Pass will expire after a period of time (indicated below the QR code). Once it expires, you'll need to create a new Health Pass which is easy with your existing CLEAR account.

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What type of COVID-19 test is accepted to create a Health Pass?

CLEAR accepts a variety of COVID-19 tests, but your organization will determine which type you need to complete a Health Pass. Please contact your organization for an approved list of testing providers.

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Still Have Questions?

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    Enroll online or in-person

    Download the CLEAR App and click "Get in Touch"

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    Phone:

    855-CLEARME (253-2763)
    Monday - Friday 8am-9pm EST
    Saturday - Sunday, 9am-5pm EST