Wie können wir helfen?

Make sure you are within 10 metres of the vessel stern and the passerelle is powered on. Open the Passerello™ app and tap Scan. When your vessel appears in the list, tap Connect. You will then be prompted to enter your User ID and key — these are provided by the vessel owner or captain.

Yes. Once you have authenticated successfully, the app remembers your credentials and the controller. The next time you open the app within range of the vessel it will connect and authenticate automatically.

The Bluetooth range is approximately 10 metres in open air. On a yacht at a marina, being on the dock near the stern is sufficient. Thick hulls or metal structures can reduce range slightly.

Owner mode is an administration function for managing who has access to the vessel. It allows you to add, update, and remove users, set access expiry times, and grant platform access. Owner mode does not give access to the passerelle or platform controls — that is User mode. You must set yourself up as a user as well as an owner.

In the app, unlock Owner mode using your owner key. Under User Credentials, enter a User ID and a key for the new crew member. Set how many hours of access to grant (0 = unlimited). Tap Add/Update User. Share the User ID and key with the crew member so they can authenticate on their own phone.

Open the app in Owner mode. Find the user in the list and tap Remove. Their access is revoked instantly on the controller — no fob collection required. You can also use the Owner Portal at passerello.com to manage users remotely without being near the vessel.

The Owner Portal is a web-based dashboard at passerello.com where you can manage your vessel's access credentials from any browser, anywhere in the world. You can add and remove users, view connection history, check your controller status, and manage your fuel logs.

The owner key is stored securely on the controller hardware. If you have forgotten it, contact support@passerello.com with your Owner ID and vessel name. We will issue a reset procedure. Do not use a firmware reset unless instructed — this will wipe all users.

First, confirm the passerelle is powered on — the controller only broadcasts when the OEM system has power. Check Bluetooth is enabled on your iPhone and you are within 10 metres of the stern. If you still cannot find the vessel, try force-closing the app and reopening it, then tap Scan again.

Check you are entering the exact User ID and key provided by the owner — both are case-sensitive. If you have been given access recently, confirm with the owner that your credentials have been saved to the controller (they must be within range of the vessel when adding users). If problems continue, ask the owner to remove and re-add your user entry.

Passerello™ requires iOS 16 or later. If your device is running an older version, update via Settings → General → Software Update. The app uses Bluetooth Low Energy features that are only available on iOS 16+.

We appreciate the help. Please email support@passerello.com with a description of the issue, your device model, iOS version, and app version (visible on the main scan screen). Screenshots or screen recordings are very helpful.

Your Owner ID (format OWN-XXXXXX) is the unique identifier for your owner account on the Passerello™ system. It was included in your welcome email and on the activation card in your controller packaging. You use it to sign in to the Owner Portal.

Scan the QR code on the activation card included with your controller, or visit passerello.com/QSYS/owner_activate.php and enter your Owner ID and activation code manually. You will be asked to set a password. If your activation link has expired (valid for 7 days), contact support@passerello.com for a new one.

Sign in to the Owner Portal and go to Account & Data, or email support@passerello.com with your Owner ID. We will process your request within 30 days in line with GDPR. Note that deleting your account will also remove all enrolled users from your controller.