This article explains how pass and membership usage is recorded, when uses are returned if a booking is cancelled, and how exclusive ticket access functions for both customers and admins.
How pass usage works
A pass use is deducted whenever a customer or admin books a ticket using a pass.
If the ticket is cancelled, the use is only returned to the pass if:
Pass use returned on cancellation is turned on, and
The cancellation happens within the allowed return timeframe.
Fixed usage period settings
You can set a fixed usage period for customers, but as an admin, you're not limited by these dates when booking on their behalf.
Fixed period
❌ Customers can’t book or transfer tickets to events outside the usage window.
✅ Admins can book and transfer tickets outside the usage window.
Fixed period from first use
❌ Customers can’t book or transfer tickets to events outside the usage window.
✅ Admins can:
Book or transfer tickets to earlier events. This moves the usage period to start sooner.
Book or transfer tickets to later events. This extends the usage period to finish later.
💡 Please note: The usage period is only extended if the event is after the original end date.
How membership usage works
A membership use is deducted when a ticket is booked using a valid membership offer—whether by the customer or an admin.
If the customer isn’t eligible for the offer (for example, the membership only applies to Event A, but a ticket is booked for Event B), no use is deducted.
What happens on cancellation
Membership ticket uses are always returned when a booking is cancelled, whether by the customer or an admin.
This happens automatically and isn’t affected by the Pass use returned on cancellation setting.
💡 Memberships and passes work differently. The cancellation setting only applies to passes.
Membership exclusive ticket behaviour
Customers can't book membership-only exclusive tickets if their payment has failed or is overdue.
Bookings made through overrides (such as admin-only access) don’t count towards membership usage, as they’re not part of a standard membership offer.