✨ Please note: Passes are only available on the Standard plan or above.
You can make changes to passes your customers have already bought, including editing details, adjusting access, or handling cancellations. This article explains how to manage customer passes, update information, and maintain accurate access after purchase.
Locating your customer's pass
To search for your customer:
Select Customers from the left-hand menu on your account.
Enter either their name or email address in the Search field and select Search:
Select the customer's hyperlinked email address from the list, then the Passes tab.
Select the pass you'd like to manage from the list.
Scroll down to the Options menu, which has the following options:
Manage when this pass expires: Manage the expiry date of the pass.
Manage the number of available pass uses: Manage the number of pass uses.
Revoke this pass: Revoke/unrevoke a customer's pass at any time using this option.
💡 To note:
The pass overview within the customer record lists passes in descending order, with the newest at the top and the oldest at the bottom.
If a customer has multiple passes, eligible ticket purchases will be redeemed against the oldest pass, regardless of the expiration date.
Manage when the pass expires
You or your customer may need to extend the pass validity period, for example, by four weeks due to summer holidays.
Both options override the original pass settings. You can either:
Relative timeframe expiry: Edit the timeframe based on when the customer first used it.
Fixed expiry date: Override the expiry date.
Relative timeframe expiry
If you want to extend the usage period using the Relative timeframe expiry option, the Override timeframe for use on events field should include the original timeframe plus the extension.
For example, if a pass is valid for 30 days from first use and you want to extend it by 14 days, enter 44 in the 'days' field.
💡 Please note: If a pass has an overridden expiry date, the first date the pass is used becomes fixed. This means events before the initial use date cannot be booked with the pass, even if they fall within the valid timeframe.
Manage the number of available pass uses
You can adjust the number of remaining uses on a pass. This is useful if, for example, a customer attended a class without booking in advance. If they want to use their pass for the session, you can manually remove one use by overriding the remaining uses.
Number of classes
The number of classes refers to the original total.
For example, if a customer started with 20 classes and has used 5, and you need to reduce the count by 1, you should update the total to 19.
Revoking a pass
Revoking a pass is useful if a customer is no longer eligible to use it, such as if they’ve requested a cancellation, switched to a different pass type, or stopped attending your sessions. Once revoked, the pass can no longer be used for bookings.
To do this, select Revoke this pass, then OK:
If needed, you can reverse this action by selecting Unrevoke this pass under the same Options:
Pass use return on ticket cancellation
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.
If this option is not enabled, the pass use will not be returned, regardless of who cancels the ticket.
Select Save to save your changes.
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Tags: classpass, class, booker