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Passes

Let your customers purchase blocks of tickets to redeem against future bookings

Anni avatar
Written by Anni
Updated over a week ago

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

This article covers:


What is a Pass?

By selling passes, you allow your customers to purchase a 'block' of classes at once, which they can redeem against future ticket bookings. Customers must select a ticket alongside the pass, and the pass attaches to the email address they use to check out for later use.

Passes are a great way to reward bookers who are willing to commit to future classes upfront, with the cost of a pass usually being less than the equivalent amount of drop-in tickets (depending on how you wish to use the feature)

You have complete control over your pricing, how many tickets customers can redeem using the pass and its validity period. You can also choose to limit pass redemptions against tickets or events.


Setting up your pass offers

Select Packages & Discounts from the left-hand menu, then Passes. Then, select Create a new pass in the top right-hand corner to set up a new pass offer:

πŸ’‘ Please note: Your pass will be unpublished (top right corner) until you decide to publish it and make it available for purchase:

The setting fields and how you can use them:


Display

In this section, you can set the pass's name and a description in Further details. Think of it like a product you have for sale. This name is visible to customers.

πŸ’‘ Please note: By default, the system will display the number of uses, validity timeframe, and which tickets or events it can be used on.

Pricing

This is where you decide on the cost of the pass.

πŸ’‘ Please note: The system will not prompt customers to pay for the redeemable tickets once they purchase the pass.

Usage Restrictions

If you've selected the Fixed number of uses option, you can specify how many times customers can redeem the pass against tickets.

  • Unlimited allows customers to redeem the pass against as many tickets as they wish within the Fixed period from the first use setting under Timeframe for use.

  • Single-use only means the customer can only use the pass once per event.

  • Valid for additional attendees means customers can use their pass for themselves and others for the same event.

    • This setting means that customers can book group tickets using this pass.

πŸ’‘ Please note:

  • Group tickets do not currently appear on the ticket restriction list.

  • The Unlimited setting requires a timeframe set, either a Fixed period or a Fixed period from first use. If you select the No restriction timeframe, an error will appear. i.e:

Event and ticket restrictions

You can select which entries and tickets are available to book using the pass:

πŸ’‘ To note: You may have multiple entries or tickets with the same name, in which case you must choose all that are applicable.

The next upcoming date and time are shown next to each entry to help identify the separate entries:

πŸ’‘ The date and time listed are for the next event in this entry. When you select it, the restriction applies to all dates and times within that entry, not just the specified date and time. We show the next event to help differentiate between multiple entries when they're named the same.

Please note: Restrictions set here do not apply to exclusive tickets.

Timeframe for use

You can set when your customers can use their pass:

  • No restriction - No time limit for using the pass

  • Fixed period - The pass will be available to book events within this period only

  • Fixed period from first use - The pass will be available for a fixed number of days starting from the first ticket booked with it.

Availability

Set the Total passes available to purchase. This is good if you offer a limited offer (or leave it blank for no limit).

You can also set When will the pass be available for purchase? This is when the pass appears on your public pages for your customers to purchase (or leave it blank for no restriction).

πŸ‘“ Best practices for usage restrictions and tagging entries.


Finally, when you are ready to make this offer public, ensure you move the toggle to the right so it shows as Published (green), then Save changes:


Changing, unpublishing (pausing) or deleting your pass offer

  • Modifying the time, usage or restrictions of a pass will affect customers who have purchased it

  • If you want to stop selling a pass, you can unpublish it using the 'published' toggle. Customers who have active passes can still use their remaining uses, which is especially handy for temporarily pausing your pass offer:

  • If you delete the pass offer, it won't be available for new purchases, but customers with active passes can continue to redeem their uses.

  • If you want to change just one or two of your customer's passes, such as editing the number of uses and the expiry date or revoking the pass completely, you can do so from within their customer profile (Customers tab).

πŸ’‘ To note:

  • Amending the general validity period of the pass won't affect the validity period of purchased passes.

  • A pass does not consider a ticket's value but the usage allowance allocated. Changing ticket prices doesn’t affect how customers purchase tickets using their pass as long as it is assigned to the pass.


How customers buy a pass

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

1. Using the PASSES tab below your banner image:

πŸ’‘ To note: This tab only shows if a valid pass is for sale that is redeemable against tickets on this particular public page.

2. If there's a valid pass for sale, it will also show below any redeemable ticket:


When your customer subsequently books a valid ticket using the email address they purchased the pass with, the cost will be automatically deducted, along with a use from the pass.


Help for your customers

We provide helpful documentation to share with your customers about how to purchase and manage/cancel passes.

Buying a pass on behalf of a customer

It is also possible to book a pass as an administrator on behalf of a customer. Just make sure you specify the customer's email under Main booking contact when
making the booking:


πŸ’‘ Important notes

Multiple passes

If a customer has multiple passes, we'll use the oldest one to redeem eligible ticket purchases, regardless of the expiration date on newer passes.

How the checkout appears for multiple attendees

If you've opted in your pass settings that your customers can use their passes to book additional attendees, i.e.:

The checkout appears a little differently for the pass holders. This is because the system must first validate that the customer isn't accidentally booking themselves onto the event twice.

For example, if your customer has added a pass, plus two tickets for the same event, the system will initially only remove one pass use, and it'll appear as if they need to pay for the second.

Basket view:

However, as the customer moves through the checkout process and adds the attendee information, the system will redeem as intended.

Checkout view:

When you compare the screenshots, the first (basket view) shows a charge for the additional ticket. The second shows no further charges, as all of the attendee information has been filled out, and the system is able to allocate the second attendee to the pass redemption.

Pass behaviour and downgrading your account

If you choose to switch to a lower plan without the Pass feature, your customers with active passes can still use them, but you can't sell new ones.

Discount code and pass redemption behaviour

Discount code redemptions take priority over pass redemptions, meaning if your customer adds a discount code to their basket, the system will redeem the code before it takes a pass use.

πŸ‘‰ This is especially useful if you are running a promotion and would like to offer a discounted class without your customer using their pass.

For example, the screenshot below shows how a pass and corresponding ticket purchase would appear in checkout:

However, once a discount code is added, the system removes the 'pass use' and instead discounts the ticket:


Pass cancellation behaviour

When you or a customer cancels a pass booking, the pass itself needs to be revoked and isn't cancelled. Learn how you can revoke a pass here.

πŸ‘‰ You can decide what happens to a pass use if a customer cancels their ticket booking in your booking options. For example, return a pass use upon cancellation. You can learn more about cancellation settings here.

Corresponding ticket cancellation behaviour

If, for example, a customer purchases 1 x Pass and 1 x Ticket and then cancels the ticket, the start date for the pass validity resets until they purchase another valid ticket.

For example, the screenshot below shows an expiry date for a purchased pass (before the corresponding ticket was cancelled):

Below is the pass on a customer's account after the ticket was cancelled:

  • Once they make a new ticket purchase, the start date will attach to the new event date.

    • If the customer purchases two tickets and cancels the first one in the booking, the start date will attach to the next date on the booking.
      ​


Managing purchased Passes

You can review a customer's pass history on their profile page.

If you would like to make changes to individual customers' passes, such as adjusting the number of uses, changing the expiration date, or revoking the pass, open the customer's record under the Customers tab.

You can learn more information about managing your customers' passes here.


Restrictions

  • A pass cannot be redeemed against a free ticket or ticket at no cost.

  • Customers must book a minimum of one ticket alongside a pass purchase.

  • The pass does not 'look at' the value of a ticket. A valid pass can be redeemed against a ticket of any value above 0.

  • In the case of multiple passes on a customer's account, eligible ticket purchases will be redeemed against the oldest pass, not the one with the most recent expiration date. The pass overview within the customer record will list passes in descending order, so the newest one is on top and the oldest at the bottom.

  • If you offer passes alongside a membership, the pass uses are prioritised over membership redemptions.

    • For example, if a customer has both a pass and active membership on their account, and you only have one ticket option available. The system will take from the pass first.


Recovering a deleted pass

If you have accidentally deleted or would like to recover a pass, please contact the support team, who can action this for you.


πŸ’¬ Any questions or feedback? There are two ways to get in touch:

Thank you! πŸ•Ί

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Tags: classpass, class, classpasses, pass, passes

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