✨ Please note: Passes are only available on the Standard plan or above.
Sometimes customers may have trouble redeeming their passes. Common issues include expired passes, mismatched email addresses, or restrictions on specific events or tickets. This article explains the main checks to troubleshoot pass problems and help customers successfully use their passes.
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.
💡 If you're using the Fixed period from first use option in the pass settings, the pass becomes valid from the date of the first event booked with it. It can't be used for events before that date, as the usage period starts from the first ticket's event date.
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.
💡 To note: The drop-down will only show entries with at least one upcoming date, so entries with only past dates cannot be added.
Checking if a ticket called 'Pass' has been created
You create passes by selecting Packages & Discounts, then Passes from the left-hand menu on your account. You can then use the Add usage restriction option to choose which entries and tickets the pass can be used for. Customers then select a pass from your public booking page alongside a valid standard drop-in ticket.
💡 There’s no need to create a dedicated “Pass” ticket in the entry. Passes are redeemed against your standard drop-in ticket.
If you've created a ticket called ‘Pass’ at the pass price, check whether the customer booked that specific ticket. Keep in mind that tickets are only valid for the selected date. In most cases, the simplest solution is to cancel and rebook.
💬 Need extra help?
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