✨ Please note: Passes are available on the Standard plan or above.
Passes adhere to specific rules regarding access, usage, and validity. Changes to customer accounts, such as cancellations or edits, can affect how passes are applied.
This article explains pass rules, how they interact with account changes, and what happens when updates occur.
Downgrading your account
If you switch to a lower plan without the Pass feature, customers with active passes can still use them, but you won’t be able to sell new ones.
Discount code and pass redemption behaviour
Discount codes take priority over pass redemptions. If a customer with an active pass applies a discount code at checkout, the system will apply the discount and not deduct a pass use. This is especially useful when running a promotion, as it allows you to offer a discounted class without affecting the customer’s pass balance.
For example, when a customer selects a ticket with a pass, the system initially deducts a pass use:
However, if they add a discount code, the system removes the pass use and applies the discount instead:
Pass cancellation
Passes are never automatically cancelled if you or a customer cancels their booking. You will need to revoke it manually.
You can decide what happens to a pass use when a customer cancels their ticket booking in your Booking preferences.
To do this:
Select Settings, then Booking preferences from the left-hand menu on your account.
Select Edit in the Cancellations, Transfers & Refunds section:
You can use the Return use to pass upon ticket cancellation checkbox to set whether a use is returned to the customer's pass if they cancel a ticket.
This is useful if you don't want your customer to 'lose out' on a use if they can no longer attend the event.
Select Save to save your changes.
Corresponding ticket cancellation behaviour
If a customer purchases a pass along with a ticket and then cancels the ticket, the start date for the pass validity resets until they purchase another valid ticket.
For example, before cancelling the ticket, the purchased pass will display an expiry date:
However, once the ticket is cancelled, the pass validity will reset until the customer books another ticket:
