✨ Please note: Passes are only available on the Standard plan or above.
There are multiple reasons why a pass holder may have trouble redeeming their pass uses. When troubleshooting, you can complete these three primary checks:
Pass validity: Ensure the pass is still active and within its valid timeframe.
Email address: Confirm the pass is linked to the correct customer email.
Event and ticket restrictions: Check if the pass is eligible for the event or ticket they are trying to book.
This article covers:
Checking the pass validity for the customer
To check the validity of the pass for the customer:
Select Customers from the left-hand menu on your account.
Enter either their name or email address in the Search field and select the Search button to load the results:
Once loaded, select the hyperlinked email under their name to open their customer profile:
Select the Passes tab to view a list of all the customer's passes:
By selecting each pass, you can check its expiry date and remaining uses.
Checking pass validity within the pass settings
To check a pass's validity:
Select Packages & Discounts, then Passes from the left-hand menu on your account.
Locate your pass, then select Edit next to the relevant pass:
Within the pass setup, you can check the following:
Timeframe for use: Ensure there isn't a fixed date that restricts the customer from redeeming the pass beyond that point.
Usage restrictions: Review the usage allowance and whether the pass can be used 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. Double-check that the customer is logging in with the same email address they used when purchasing the pass.
Checking the event and ticket restrictions
The pass will apply to any entry and ticket type if this section is left blank. If you've duplicated an entry but kept the name the same, the system will treat the new entry separately from the original. Ensure that you've added all relevant entries to the restriction.
To check this, select Add usage restriction within the pass settings to review if any duplicate entries have been missed:
For example, if you have multiple entries with the same name, like "🌻 Growing from seed - Sunflowers - Great for kids!":
The system treats the entries separately. To ensure the pass applies to both, add each entry to the usage restrictions and double-check that all relevant entries are included, so the pass works as expected for all events.
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