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:

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:

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

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:

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.

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 "🌻 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:

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