📝 Overview

The Player Suspensions / Suspended Customers Report helps staff track customers who have been marked as suspended within the software. Suspensions are commonly used to document behavioral concerns, policy violations, or administrative actions that require staff awareness.

A suspension is a status applied to a customer profile. By default, suspending a customer adds a visible indicator to their profile but does not prevent check-in or automatically restrict access.

Facilities may optionally use Company Settings to:

Present alerts to staff during check-in when a suspended customer is identified
Prevent suspended customers from logging into the Customer Portal, which also blocks registration and balance payments

This report allows staff to review suspended customers and ensure suspension-related policies are applied consistently.

🧭 How suspensions interact with Company Settings

Suspensions on their own do not change customer access. The following Company Settings determine how an existing suspension is presented to staff or enforced in the Customer Portal.

These settings do not create a suspension and must be used alongside the suspension setup process.

🔔 Check-in alerts (Kiosk & Check-in)

Click the arrow to learn how suspensions appear during check-in

Where to find this setting

Navigate to Company Settings
Select the Kiosk & Check-in tab
Locate the Customer is Suspended alert option

How this setting works

When enabled, an alert or sound is triggered during check-in
Staff are notified that the customer is marked as suspended
The suspension status remains visible on the customer profile

Important to note

This setting is for staff awareness only
Suspended customers can still complete the check-in process
Check-in is not blocked by a suspension

🚫 Customer Portal access

Click the arrow to learn how suspensions affect online account access

Where to find this setting

Navigate to Company Settings
Select the Member App tab
Locate Prevent suspended customers from logging into account

How this setting works

When enabled, suspended customers cannot log into the Customer Portal
Registration for programs, leagues, or activities is blocked
Balance payments cannot be completed online

Important to note

Enabling this setting may prevent customers from resolving outstanding balances
This is the only Company Setting that actively restricts customer access related to suspensions

🛠️ Setup

Use the steps below to apply a suspension to a customer profile.

Click the arrow to learn how to suspend a customer from their profile

Go to the Customer Profile.
Click the three-dot menu under their name.
Select Suspend.
Complete the following fields:
- Suspension Duration (or manually select a “Suspended Until” date)
- Roster or Program (if applicable)
- Foul (e.g., verbal abuse, fighting, theft)
- Employee issuing the action (auto-fills if logged in)
- Notes (to explain the incident or decision)
Once saved, the suspension takes effect immediately and will reflect across key visibility points in the software.

⚠️ Important

Suspending a customer records the suspension on their profile. Any additional restrictions, such as blocking check-in or Customer Portal access, are controlled through Company Settings and are not applied automatically.

⛔ Suspension Effects

This section explains what staff and customers may see after a suspension is applied.

🧑‍💼 Admin View

Click the arrow to learn how suspensions appear and behave

✍️ Note

A suspension adds a visible status to the customer profile and records suspension details for staff reference. The effects of a suspension depend on your Company Settings and internal policies.

The customer’s status changes to Suspended, which:

Customer Profile displays Suspended banner
Adds them to the Daily Checklist as an alert
Displays a Suspended label next to their name on team rosters
Alerts Team Managers of the active suspension

⚠️ Important

Suspensions do not automatically block check-in
Alerts or access restrictions occur only if the appropriate Company Settings are enabled

🧑‍💻 Customer Portal View

Click the arrow to see how suspensions appear in the Customer Portal

When a player on a team is suspended, their suspension status is visible to team managers in the Customer Portal.

What Team Managers See

A red SUSPENDED label appears directly under the player’s name.
The label displays anywhere the team roster is visible.
The status remains visible while the suspension is active.

What Team Managers Cannot Do

Remove a suspension
Override a suspension
Edit suspension details

Only staff can manage suspensions within Dash.

Once the suspension is lifted by staff, the SUSPENDED label is automatically removed from the roster.

📋 Suspended Customers Report

Click the arrow to learn how to run the Suspended Customers report

Navigate to Reports → All Reports → Customer → Suspended Customers.
Choose Suspended Customers from the list, or use the global search bar and type “Suspended Customers.”
Use one of the two filters:
- Active As of Date – Show all customers suspended on a specific day (e.g., for game days or check-ins).
- Date Range – View suspensions that were active or occurred between two dates.

⚙️ Report Includes:

Customer ID and Name
Associated Team or Program
Suspended On and Suspended Until dates
Foul (e.g., fighting, theft, derogatory language)
Employee who issued the suspension
Comment/Incident Details
Export options: CSV and PDF
Sortable Columns: Reorganize by name, date, team, employee, etc.

💡 Pro Tips

🗓️ Use “As Of Date” for event readiness - Check who is suspended on a specific day, such as game day or check-in, to avoid surprises.
👥 Review suspensions before team events - Give staff time to understand who is suspended and what context may apply before customers arrive.

🕵️ Always review suspension comments - Comments often include important details about the incident or expectations for staff response.

📁 Export suspensions for easier analysis - Use CSV exports to sort by employee, foul type, or suspension date when reviewing trends.

👀 Know the difference between alerts and restrictions - Suspensions are informational by default. Check-in alerts notify staff only, while Customer Portal settings control whether customers can log in, register, or pay balances.
🚫 Consider payment access before blocking login - Preventing suspended customers from logging into their account also blocks online registration and balance payments.

📸 Archive detailed notes when needed - If suspension comments are lengthy, copy them to a secure document to retain full incident details outside the system.

❓ Frequently Asked Questions (FAQs)

Find answers to common questions or additional details that may not be covered in the main instructions.

Click the arrow to view frequently asked questions