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Pass troubleshooting

Learn what steps to take when investigating pass errors

Anni avatar
Written by Anni
Updated over a week ago

There are multiple reasons why a pass holder may reach out with an issue redeeming the uses on their pass.

When troubleshooting this, there are three primary checks you can complete:

This article covers:

Checking the pass validity for the customer

To check the validity of the pass for the customer, head to the Customers tab and search for the customer using the filtered search (either by name or email address):

Once loaded, select the hyperlinked email under their name to open their customer profile:

From here, select the Passes tab, where all of the customer's passes appear in a list form. You can view the expiry date and usage amount by selecting each one:

โœจ You can learn more information about managing your customer's passes here.

Checking the pass validity within the pass settings

To check the pass's validity, head to the Pass section of your account. From here, select Edit next to the relevant pass:

Within the pass setup, you can check the following:

  • Check the Timeframe for use to ensure there isn't a fixed date set that restricts them from redeeming the pass past that date.

  • Check the Usage restrictions, such as the usage allowance and whether the booker can use the pass for additional attendees.

Checking the email address attached to the pass

Pass uses are only redeemable using the email address used when purchasing the pass. Ensure and double-check that the customer logs in using the same email address they used when they bought the pass.

Checking the event and ticket restrictions

The pass will apply to any entry and ticket type if this section is left blank. Sometimes, you may have duplicated an entry but kept the name the same. As the system views the new entry separately from the original, you must ensure you've added all the entries to the restriction.

To check this, select Add usage restriction to see if there are any missed duplicate entries with the same name:

For example, below are two "๐ŸŒป Growing from seed - Sunflowers - *Great for kids!*" entries. To include both of the entries in the pass validity, ensure you add both of the entries to the restriction:

๐Ÿ’ฌ Any questions or feedback? There are two ways to get in touch:

Thank you! ๐Ÿ•บ

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