🔔 Feature Update as of Oct 2024: An "Audit Log" link has been added to the Passes section on the customer profile page. Select the link to view a full history of changes made to a customer's pass.
🔔 Feature Update as of June 2024: A "Show Inactive" toggle was added to hide expired and empty passes from the customer profile page. Additionally, users with the "Delete Membership/Passes" permission can now delete inactive passes directly from a customer's profile.
📝 Overview
Passes allow customers to pre-purchase a set quantity of a product or service at a discounted rate. Rather than paying per visit, customers buy a pass once and draw down from their balance as they go, making it a convenient option for frequent visitors and a reliable revenue tool for your facility.
Pass types are fully configurable, with options for quantity tiers, discount amounts, expiration windows, location restrictions, and redeemable products. Passes can be made available for purchase through the Customer Portal and integrated with the Check-in Kiosk for self-service check-ins. On the admin side, pass balances and expiration details are visible directly on the customer's profile page, with family account support so parent and child accounts can share pass access at checkout.
🛠️ Setup
🔌 Enabling Passes
Passes is an add-on feature that must be enabled before it can be used. To turn it on, navigate to Admin > Integrations & Add-ons > Add-ons and locate the Passes tile.
🎟️ Pass Type
Click the arrow to learn how to create a pass type
Click the arrow to learn how to create a pass type
Start typing "passes" in the global search box, or navigate to Cash Register > Passes.
Click + Button to create a new Pass Type.
Name your pass. Keep in mind that the pass name will be visible to customers.
Enter the quantities you want to offer. Separate multiple options with commas (e.g., 5, 10, 20).
Search for the pass product the customer will be purchasing.
✍️ Note: This product should be set up in advance with its own GL Code for tracking purposes, to properly report Unearned vs. Earned revenue.
Enter a Discount amount and select the Discount Type (dollar amount or percentage).
If you would like the pass to expire, enter a number in the Expiration Length field and select a unit from the dropdown (Day, Week, Month, or Year). Leave empty or enter "0" for no expiration.
For Month(s), pick a the number of months or specific date for however many months out.
For Year(s), you can either pick the number of years, pick a date or day and month that the membership will expire.
If you choose the 31st as the "Expires On" date, then the membership will use the maximum number of days in that month.
If your account has multiple locations, passes can be restricted to specific locations. By default, they are applied to all locations.
Choose whether this pass should be active or inactive.
To allow customers to purchase or renew passes through the Customer Portal, enable the Online toggle.
To allow pass holders to check in via the Check-in Kiosk, enable the Enable pass to be used for facility/location check-in toggle.
Select Save New Pass Type.
🛒 Redeemable Products
Click the arrow to learn how to add redeemable products
Click the arrow to learn how to add redeemable products
Once your pass type has been saved, select it from the Pass Types list to open it. On the left-hand side, select Redeemable Products.
Select the + button.
Search for and select the product you want to add as a redeemable product.
Select Add Redeemable Product.
Repeat steps 1–3 to add all redeemable products.
⚙️ How It Looks
🛍️ Pass Purchase
Click the arrow to learn how to purchase a pass
Click the arrow to learn how to purchase a pass
Go to the customer's profile page. On the right side of the page, locate the Passes section and select New.
Choose the quantity or units the customer would like to purchase, then select the shopping cart icon.
Proceed to checkout.
✅ Pass Redemption
Click the arrow to learn how to redeem a pass
Click the arrow to learn how to redeem a pass
When the customer is ready to use their pass, begin adding the qualifying product to the shopping cart.
✍️ Note: The product must be listed on the pass setup page under Redeemable Products.
If the customer has a pass on their account, an Apply [Pass Name] line will appear in the cart showing the number of uses remaining and the account the pass belongs to. Select that line to apply the pass.
Once applied, the discount breakdown will display in the cart, reflecting the pass usage and adjusted total.
Proceed to checkout.
After checkout is complete, the number of uses remaining will automatically adjust on the customer's profile page to reflect the pass usage.
✍️ Note: A parent account will display all associated children's passes. If you are on a child's account, any passes held by the parent will also be visible. Siblings cannot view each other's passes automatically. To use a sibling's pass, search for and add the sibling to the shopping cart. Their pass will then be available to apply.
👤 Customer Profile Page
Click the arrow to learn about pass display on the customer profile page
Click the arrow to learn about pass display on the customer profile page
Passes appear in the Passes section of the customer's profile on the admin side. Each pass displays the customer it was purchased for, the quantity remaining, the expiration date (if applicable), and a Refill option. When a redeemable product is in the shopping cart, a Use button will appear to apply the pass directly.
📋 Audit Log Link
Select the Audit Log link listed under each pass to view a full history of any changes made to that customer's pass.
👁️ Show Inactive Toggle
By default, passes that are expired or have no remaining uses are hidden. To view these, enable the Show Inactive toggle.
🗑️ Deleting a Pass
Users with the Delete Membership/Pass permission assigned to their role can delete inactive passes directly from a customer's profile.
After selecting the delete button, a confirmation pop-up will appear before the pass is permanently removed.
🔄 Pass Renewal
To refill an existing pass, from the customer's profile page, select the Refill button in the Passes section. If the pass is set to be available online, customers can also refill or purchase passes through the Customer Portal.
↩️ Reversing a Pass
Click the arrow to learn how to reverse pass usage
Click the arrow to learn how to reverse pass usage
Reversing a pass usage is a two-part process. For accurate record keeping, both steps should be completed.
⚠️ Important Note: Reversing the invoice alone will not automatically add the units back to the customer's pass. The pass balance must be updated manually.
1️⃣ Reverse the Invoice
Locate the original invoice where the pass was redeemed.
Reverse the invoice to reflect that the product or service was not used.
2️⃣ Restore the Pass Units
Go to the customer's profile page and locate the pass in the Passes section.
Select the number shown in the Uses Left field.
Manually enter the corrected quantity to add back the units that were reversed.
Save your changes by clicking on the checkbox next to the field.
🧑💻 Customer View
🎫 Passes in the Customer Portal
Click the arrow to learn how customers can view, purchase, and refill passes
Click the arrow to learn how customers can view, purchase, and refill passes
Customers can view and manage their passes through the Memberships & Passes section in the Customer Portal left-hand navigation.
To purchase a new pass:
Select + Add Pass.
In the Purchase a Pass screen, select the family member the pass is being purchased for using the Customer field.
Browse the available passes, each showing the pass name, number of uses, and total cost.
Select Add to Cart next to the desired pass to proceed to checkout.
To refill an existing pass:
Locate the pass in the Passes section.
Select the Refill button on the pass to add more uses.
📊 Reporting
🎟️ Pass Product Sales
The Pass Product Sales report displays all products with "pass" in their name that were sold during a selected date range. It provides invoice-level detail including gross price, discounts, amount invoiced, and amount paid, making it useful for tracking pass revenue and reviewing individual sales activity.
💡 This report is found in the Financial Program Reports article.
📋 Pass Activity
The Pass Activity report provides a complete history of all passes issued and used by customers. It tracks total passes purchased, used, and remaining, along with expiration dates, purchase source, and optional revenue and invoice data. The Global Financial user role is required to access this report.
💡 This report is found in the Customer Reports article.
💡 Pro Tips
📌 Name passes clearly - Since pass names are visible to customers in the Customer Portal, use names that are easy to understand and reflect what the pass is for.
⚠️ Set up GL Codes before creating passes - The product tied to your pass should have its own GL Code in place before setup to ensure accurate Unearned vs. Earned revenue reporting.
🧠 Use the Audit Log regularly - If a pass balance looks off, the Audit Log is the fastest way to trace what changed and when.
📸 Check inactive passes before deleting - Use the Show Inactive toggle to review expired or empty passes before permanently removing them. Deletion cannot be undone.
⛔ Siblings cannot share passes automatically - To apply a sibling's pass at checkout, search for and add the sibling to the shopping cart first.
💬 Reversing a pass is always a two-step process - Reversing the invoice and restoring the pass units must both be completed manually. Skipping either step will result in inaccurate pass balances or billing records.
❓ 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
Click the arrow to view frequently asked questions
Can a pass be used across multiple locations?
Click the arrow to see the answer
Click the arrow to see the answer
By default, passes are available at all locations. If your account has multiple locations, you can restrict a pass to specific locations during pass type setup.
What happens when a pass expires?
Click the arrow to see the answer
Click the arrow to see the answer
Expired passes are automatically hidden from the customer profile page. You can view them by enabling the Show Inactive toggle. Users with the appropriate permission can delete inactive passes if needed.
Can customers purchase passes online?
Click the arrow to see the answer
Click the arrow to see the answer
Yes, if the online sales toggle is enabled on the pass type, customers can purchase or renew passes through the Customer Portal.
Who can delete a pass?
Click the arrow to see the answer
Click the arrow to see the answer
Only users with the Delete Membership/Pass permission assigned to their role can delete a pass. Deletion is permanent and requires confirmation before completing.
Can a pass be used for any product?
Click the arrow to see the answer
Click the arrow to see the answer
No. Only products listed under Redeemable Products on the pass setup page can be redeemed using a pass.
What is the difference between Refill and purchasing a new pass?
Click the arrow to see the answer
Click the arrow to see the answer
Refilling adds more units to an existing pass on a customer's profile. Purchasing a new pass creates a separate pass entry. Both can be done from the customer's profile page or through the Customer Portal if online availability is enabled.
I reversed a pass usage but the number of "Uses Left" did not change. Why?
Click the arrow to see the answer
Click the arrow to see the answer
Reversing an invoice does not automatically restore the units on the pass. Pass balances must be updated manually. Go to the customer's profile, locate the pass, select the number in the Uses Left field, and enter the corrected quantity. See the Reversing a Pass section for full instructions.
Where can I find reports related to passes?
Click the arrow to see the answer
Click the arrow to see the answer
Two reports are available: Pass Product Sales, found in the Financial Program Reports article, tracks pass product sales by date range. Pass Activity, found in the Customer Reports article, provides a full history of passes issued, used, and remaining across all customers. Both can be accessed from the All Reports page.