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How customers buy and use passes
How customers buy and use passes

Guide customers through purchasing and redeeming passes

Anni avatar
Written by Anni
Updated over a month ago

Please note: Passes are available on the Standard plan or above.

This article covers:


How customers buy a pass

There are two places on your public page where customers can buy a pass:

  1. From the Passes tab on your public page.

  2. Within the ticket selection on your public page.

Passes tab

Any published and valid offers that you set within the Packages & Discounts section (excluding discounts) appear beneath the banner image on your public page:

Public page with 'Passes' highlighted and an arrow pointing at the 'Select' button

Customers can add the relevant pass to their basket by using the Select button. Once added, they will be prompted to add at least one valid ticket alongside the pass:

Basket screen with an arrow pointing at the 'Select tickets' button

The ticket price will show as stricken through, with "Pass use" written underneath it:

Basket view with an arrow pointing at 'Pass use'

They can then proceed with their booking by selecting Book now and completing the remaining steps.

Customers must add a ticket alongside the pass at checkout so the system can calculate the correct validity period. The validity period starts from the date of the first booked event, not the purchase date.

Within the ticket selection

Any published and valid pass set within the Packages & Discounts section appears below the ticket options on any eligible events or tickets. For example:

Ticket selection screen with the membership option highlighted

Customers can select the pass hyperlink to open a pop-up window displaying all pass details. They can then add it to their basket by selecting Select:

Pass screen with arrow pointing at 'Select'

Once selected, an [x Added] message will appear within the ticket option. Customers can then add the ticket to their basket by selecting Select:

They can then review their basket and proceed with their booking by selecting Book now and completing the remaining steps.


Buying a pass on behalf of a customer

💡 It's not currently possible to assign a pass without following the customer journey.

You (the admin) can book a pass on behalf of a customer. To do this:

  1. Open your public page and add the pass and relevant ticket(s) to the basket.

  2. Select Book now.

  3. Under Main booking contact, ensure you add the customer email address:

    Main booking contact screen with an arrow pointing at the 'Booking contact' field

  4. Select Use selected, then Continue.

  5. Select the relevant attendee, then Use selected to confirm the attendee.

  6. Complete any other additional details in the proceeding steps to finalise the booking.

💡 Please note:


Help for your customers

You can share the following helpful articles with your customers:


Multiple passes

If a customer has multiple passes, the system will always redeem eligible ticket purchases from the oldest pass first, regardless of the expiration date on newer passes.


How the checkout appears for multiple attendees

If you've enabled the setting that allows customers to use their passes to book additional attendees, their checkout process will look slightly different. This is to ensure they don’t accidentally book themselves onto the same event twice:

For example, if a customer adds a pass and two tickets for the same event, the system will initially remove only one pass use. It may appear as though they need to pay for the second ticket:

Basket view showing 2 tickets and a pass.

This is part of the validation process. As the customer moves through the checkout process and adds the attendee information, the system will redeem as intended:

Checkout view showing 2 tickets, a pass and a 'Pay by card' button


💬 Need extra help?

  • For the quickest response, contact us via live chat on our homepage or your account. Buddy, our trusty chatbot, will assist first and pass you to a support team member if needed.

  • Prefer email? Send us an email instead.

Thank you! 🕺

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