Overview
There are three different customer options in the system:
Non-Binary Gender Option
You can offer a non-binary gender selection during customer account creation. This allows individuals who select a non-binary identity to register for any program, without gender-based restrictions.
Click the arrow to learn how to turn this feature on for your company
Click the arrow to learn how to turn this feature on for your company
To enable this feature:
Company Settings → Member App → Enable Nonbinary Gender Options and Registration
Participant Customer Type
Overview
Click the arrow to learn more about Participant Customer Types
Click the arrow to learn more about Participant Customer Types
The Participant customer type is intended for individuals who will actively engage with your programs, services, or events. These are the most commonly used profiles and are essential for anyone who needs to be scheduled, billed, or managed within your system.
Key characteristics:
Appears on team, class, and camp rosters
More required fields, such as birthdate, phone number, and address
Can be associated with invoices, memberships, waivers, and check-ins
Full customer activity and history is tracked under this type
Use the Participant type when the customer is directly involved in your offerings and needs to be fully managed within the system.
Creating a New Participant Account
Click the arrow to learn more about creating a new account
Click the arrow to learn more about creating a new account
🎂 Why Collecting a Birthdate Matters
While the “Opt-out” checkbox is available during account creation, we strongly recommend entering a valid birthdate for all Participant profiles—including adults who may initially be creating an account only to register dependents.
Having a birthdate on file ensures that the system can:
Automatically display age-appropriate programs in the Member App
Accurately include the customer in adult-specific offerings later (e.g., leagues, clinics, workshops)
Eliminate the need for manual updates if their role changes
Enable age-targeted marketing efforts such as adult program promotions or age-based discounts
✅ Save time down the road by collecting this information during the initial setup!
From the top drop down menu, press "Customers" and then Create.
Select the Customer Type "Participant".
Type in the new customer's name and press "Next".
Dash will search the system and provide you with any existing accounts to ensure you do not create a duplicate account. Click "Create" if this is a new participant.
Fill out each of the fields in the New Account set-up form. There are some fields marked with an asterisk that are required.
Birthdate: You will be prompted to enter a birthdate or if the customer would prefer not to enter it, you can press the "opt out" box. The birthdate is important especially for qualifying for programs for online registration.
Select the "communication preferences" at the bottom. This determines what emails/texts the participant will receive.
Click "Save" when finished.
During the customer account setup process, you may see custom questions appear that are configured by your organization and can vary based on program needs.
These questions may be shown on both the admin side and the online Member App, and can be marked as either optional or required.
Searching for a Participant Account
Click the arrow to learn more about searching for an account
Click the arrow to learn more about searching for an account
To search for an existing account in Dash, from the top drop down menu, press "Customers" and then "Search Customers".
You have the ability to search for customers by the following fields:
First and/or last name (must have at least 2 characters)
Email address (must have at least 3 characters)
Customer ID #
Card ID #
Phone (must have at least 4 digits)
Company Name
You can also locate customer profiles using the Global Search bar at the top of the screen.. You have to include partial first AND partial last in order for it to come up—just make sure there’s a space between the first and last name. The system will return any close matches based on what you entered.
Once you have typed in your search criteria, the results will appear below. If nothing matches what you are looking for, you can see an option to "Create Customer" at the bottom of the page.
Adding Family Members to a Participant Account
Click here to learn how you can add additional family members
Click here to learn how you can add additional family members
Need to add a Partner or Child to an account?
Click the article below to learn how to add additional family members to a customer profile.
Contact (Non Participant) Customer Type
Overview
Click the arrow to learn more about Contact Customer Types
Click the arrow to learn more about Contact Customer Types
The Contact customer type is intended for individuals who need to be associated with an account for communication or administrative purposes, but who do not actively participate in programs, classes, or bookings.
Key characteristics:
Not eligible to appear on team, class, or camp rosters
No birthdate, phone number, or address is required
Can be used to send email or text reminders and updates
Streamlines contact management without cluttering rosters or participant data
Use the Contact type when the individual’s role is informational or administrative—not participatory.
Creating a New Contact Account
Click the arrow to learn more about creating a new account
Click the arrow to learn more about creating a new account
From the top drop down menu, press "Customers" and then Create.
Select the Customer Type "Non Participant, contact".
Type in the new contact's name and press "Next".
Dash will search the system and provide you with any existing accounts to ensure you do not create a duplicate account. Click "Create" if this is a new participant.
Fill out each of the fields in the New Account set-up form. The only required fields marked with an asterisk are the name and an email.
Select the "communication preferences" at the bottom. This determines what emails/texts the participant will receive.
Click "Save" when finished.
Searching for a Contact Account
Click the arrow to learn more about searching for an account
Click the arrow to learn more about searching for an account
To search for an existing account in Dash, from the top drop down menu, press "Customers" and then "Search Customers".
You have the ability to search for customers by the following fields:
First and/or last name (must have at least 2 characters)
Email address (must have at least 3 characters)
Customer ID #
Card ID #
Phone (must have at least 4 digits)
Company Name
You can also locate customer profiles using the Global Search bar at the top of the screen. Simply enter part or all of the customer’s name—just make sure there’s a space between the first and last name. The system will return any close matches based on what you entered.
Once you have typed in your search criteria, the results will appear below. If nothing matches what you are looking for, you can see an option to "Create Customer" at the bottom of the page.
Organization Type
Feature Update (as of June 2025):
Notes: We’ve added the ability to create and manage notes within Organization-type customers. You can now add, edit, and delete notes for specific organization accounts, including special, medical, and normal notes. Each note type is color-coded for easy reference.
Tags: You can now assign customer tags directly to an organization profile, just like you would for individual customer records. These tags can be used to organize, filter, and apply logic throughout registration, reporting, and other workflows.
Overview
Click the arrow to learn more about Organization Customer Types
Click the arrow to learn more about Organization Customer Types
The Organization customer type is designed for creating profiles that represent companies, clubs, schools, or other business entities rather than individuals. These profiles are primarily used for group-based interactions, such as making bookings on behalf of a team or organization.
Key characteristics:
Ideal for group or corporate use
Commonly used with the booking feature to reserve space, schedule events, or register multiple participants
Does not support individual-level data such as waivers, check-ins, memberships, or profile photos
Use this customer type when your customer is not a person, but an entity coordinating activities or services through your system.
Creating a New Organization Account
Click the arrow to learn more about creating a new account
Click the arrow to learn more about creating a new account
From the top drop down menu, press "Customers" and then Create.
Select the Customer Type "Organization".
Type in the Organization's name, phone #, and Email.
Press "Next".
Select a primary Location for this Organization.
You can add more information to the account such as address and a primary contact person.
Click "Save" when finished.
Searching for an Organization Account
Click the arrow to learn more about searching for an account
Click the arrow to learn more about searching for an account
To search for an existing organization in Dash, from the top drop down menu, press "Customers" and then "Search Customers".
You have the ability to search for organizations by the following fields:
Email address (must have at least 3 characters)
Organization name
Customer ID #
Phone (must have at least 4 digits)
Once you have typed in your search criteria, the results will appear below. If nothing matches what you are looking for, you can see an option to "Create Customer" at the bottom of the page.
Converting Customer Types
Click the arrow to learn more about converting customer types
Click the arrow to learn more about converting customer types
There may be situations where a customer’s role or relationship with your organization changes, and their original customer type no longer reflects how they interact with your programs or services. In these cases, you can convert the existing profile to a different customer type rather than creating a new one from scratch.
⚠️ Important: Use caution when converting a customer’s type, as certain data may be lost during the process. This includes memberships, seasonal history, waivers, check-ins, suspensions, profile photos, passes, notes, tags, and most profile field information.
Note: These data points are not applicable to Organization customer types, which are limited by design.
Converting a Participant to an Organization
Click the arrow to learn more about how to convert
Click the arrow to learn more about how to convert
From the individual customer profile page that you would like to convert, click the "3-dot" button and then "Convert to Organization".
You will be prevented from converting customers that have family members. Click the "X's" to disconnect the family members before converting.
Click "OK" when ready.
How it changes:
The customer's First and Last name will now be the Organization Name.
The primary Email, primary Phone number and Address will be brought over.
A Contact name and Phone number can be added.
Uploaded Files, Payment Information and Invoices are brought over as well.
Converting an Organization to a Participant (Individual)
Click the arrow to learn more about how to convert
Click the arrow to learn more about how to convert
From the organization profile page that you would like to convert, click the "Options" button and then "Convert to Individual".
Click "OK" in confirmation modal when ready.
The individual customer will need a valid last name saved. Organizations only have a forename.
Gender will be required
Address may need to be required if saving as a Participant customer type.
Converting a Participant to a Contact or a Contact to a Participant
Click the arrow to learn more about how to convert
Click the arrow to learn more about how to convert
You can update a customer’s type at any time based on how they interact with your organization.
To convert the customer type:
Open the customer profile you wish to update.
Locate the “Customer Type” dropdown field.
Select either Participant or Contact, depending on the customer’s current role.
Click “Save” to apply the change.
⚠️ Note: Switching customer types may require additional fields to be completed.
Participant profiles require more details (e.g., birthdate, address, phone number).
Contact profiles have fewer required fields and are intended for non-participating roles such as guardians or administrative contacts.
Merging Customer Accounts (Duplicates)
Participant or Contact Type
Click the arrow to learn more about how to merge customer accounts
Click the arrow to learn more about how to merge customer accounts
From the profile page for a customer account that you would like to keep, click the three dots and then "Merge Customer".
Any duplicate accounts will appear below. Select the one that you would like to merge with and press the "Merge Selected Account into Primary" button.
Organization Type
Click the arrow to learn more about how to merge organization accounts
Click the arrow to learn more about how to merge organization accounts
From the organization profile page that you would like to keep, click the "Options" button and then "Merge".
The system will display any accounts that match the primary account. Select the account you want to merge into the primary account.
Press the "Merge Selected Account into Primary Account" button.
Customer Account Removal (Not a Duplicate)
Click the arrow to learn more about how to handle this request
Click the arrow to learn more about how to handle this request
While our system does not allow direct deletion of customer profiles, there are approved workarounds for handling situations where a profile needs to be removed. For example, when a customer has passed away, moved out of state, or simply requests account deletion.
Option 1: Merge into a "Delete Customers" Profile (No Data Retention)
Click the arrow to learn more
Click the arrow to learn more
This is the best option when historical data does not need to be preserved.
Create an Admin Profile Called "Delete Customers"
On the admin side, create a generic customer profile titled “Delete Customers.”
You only need to do this once; it can be reused whenever needed.
Merge the Unwanted Profile
Go to the profile you want to delete.
Use the Merge function to combine it into the Delete Customers profile.
After merging, the profile will no longer be searchable or active, and all individual data will be overwritten.
⚠️ Note: This action is permanent and cannot be undone. You will lose all historical records tied to the original profile.
Option 2: Anonymize the Profile (With Data Retention)
Click the arrow to learn more
Click the arrow to learn more
Choose this method if you may need to reference historical data in the future (e.g., invoices, attendance, communications).
Open the profile in question.
Replace identifying information with placeholder or generic values:
Name: Change to “Archived Customer” or similar
Address, phone, and email: Replace with dummy data
Email: Use a fake address like
[email protected]to prevent loginUpdate any custom fields if applicable
Save the profile.
This preserves all records under a scrubbed identity and prevents any future customer access.
When to Use Each Option
Scenario | Best Practice |
Customer passed away | Merge into “Delete Customers” profile |
Customer moved away permanently | Merge or anonymize, depending on data retention needs |
Customer requests removal of profile | Merge for compliance, anonymize if keeping history is appropriate |
You need to retain invoice/roster history | Anonymize |
Frequently Asked Questions (FAQ)
Why can’t a customer see their registered programs or events online?
Click the arrow to see the answer
Click the arrow to see the answer
If a customer reports that they cannot view or access a program, class, or event they’ve registered for, the first thing to check is their Customer Type.
✅ Customer must be set as a Participant
Only Participant profiles are eligible to:
Appear on rosters
Be registered for programs
View schedules or events in their online account
If the customer is mistakenly set up as a Contact, they will not have access to these features.
Hop to this section in this article if the customer type needs to be adjusted:
⚠️ Once converted to a Participant, the customer should immediately regain access to their registered programs and appear on applicable rosters.
A customer says they can't log into their online account. What should I do?
Click the arrow to see the answer
Click the arrow to see the answer
If a customer is having trouble accessing their online account, follow these steps:
Verify the customer’s email address
Open their profile and confirm that the email listed is spelled correctly and is a valid, active address.
If needed, update the email to the correct one and click Save.
Send a password reset email
Once the email is verified, use the password reset option to send a reset link to the customer’s inbox.
They can use that link to create a new password and regain access to their account.
✅ Tip: Remind the customer to check their spam or junk folder if they don’t see the email within a few minutes.