The Customer Portal makes it easier for customers to access and manage their bookings in one place. To use it, customers need to create an account when making a booking. If they didn’t do this at the time, they can request a password reset later to set up their account.

Your customers can access the portal in a few ways:

Customers can access the portal directly through their booking confirmation email by selecting the View booking button within the email.

For example:

This directs them straight to the portal:

The login option is located in the top right-hand corner of your public page:

When selected, customers can log in by filling out their email address and password before selecting Log in:

Customers can log in via our main marketing page: www.bookwhen.com. The login option is located in the top right-hand corner of the page:

Once selected, a window pops open. They need to ensure they choose Booker Account, where they can fill out their email address and password, then select Log in:

The portal has four main sections:

Customers can switch between the available tabs:

The upcoming tab shows all upcoming bookings:

Customers can select Manage to transfer/cancel their booking or ticket, depending on your settings:

When customers select Transfer ticket, their first option is to choose the event they wish to transfer to:

Then the ticket they'd like to transfer to:

Then they can review their transfer details, before selecting Confirm to complete the transfer:

When customers Cancel ticket, a pop-up appears asking them to confirm the cancellation. To proceed, they need to select the Confirm button to confirm the cancellation.

Customers can select the Options drop-down menu to review the event and order details, booking form responses, find the event organiser information and book again.

The Past events tab shows whether the event was cancelled, the customer's attendance status, and who they attended with. Any highlighted names with a person icon next to them indicate a child attendee:

Under the Waiting list tab, customers can select the Options drop-down menu. The two options are:

If you offer a membership option (available on the Standard plan and above), your members can use this section to manage their subscriptions by viewing their active and inactive memberships.

They can select the three dots next to their membership to:

If you offer a pass option to your customers (available on the Standard plan and above), they can use this section to view their active and inactive pass details.

When customers select the View details hyperlink, they can review the pass details, such as the purchase date, the number of uses included or remaining, and the events or pages where the pass can be redeemed:

If you offer vouchers to your customers (available on the Standard plan and above), they can use this section to review any purchased vouchers and their details, including the voucher name, expiry date (if set), and the booking reference of the voucher booking.

Customers can manage their account by selecting the person icon 👤 in the top right-hand corner of the customer portal, then Account:

Within their account, they can update their email, change their password and delete their account:

There are a few articles that you can send to your customers to help them navigate the portal.

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Tags: booker, bookers