☰ Contents Page 18 of 27 · Bookings & money
Pass holders & renewals
From the organiser's Help guide. This is the page an organiser reads inside their own admin, exactly as they see it. On the demo you can read it but not open the admin behind it.
Bookings → Pass Holders
This list shows everyone who holds a pass: their name and email, which pass type, how many classes they have left (a class pack) or Unlimited (a membership), and when it ends or renews. Passes bought on your website appear here by themselves, a moment after the card payment goes through.
Reading the status
| Active | Working normally. |
|---|---|
| Payment overdue | A renewal didn't go through. The guest is emailed a link to update their card. The pass keeps working while Stripe tries the card again over the next few days; if it never succeeds Stripe cancels the pass and it stops. |
| Cancelled | Finished — cancelled by the guest, by you in Stripe, or after repeated failed payments. It can't book any more classes. Classes already booked stay booked. |
| Ends at the end of this period | (Shown in the Renewal line.) The guest cancelled; they can keep using it until the date shown. |
Adding someone by hand
If someone pays you another way (cash, bank transfer), press Add pass holder. Choose the pass type, type their name and email (exactly the email they will use to book), and set the status to Active. For a class pack fill in Classes left; for anything that should end, fill in Valid until. A pass added by hand never renews and never charges anyone — it simply runs out.
They'll need to sign in the first time they book: on any class page they press Book with my pass, enter their email and follow the link we email them. Passes added by hand don't get a confirmation email, so it's kind to tell them it's ready.
Giving classes back, or adding more
Open the person and change Classes left to whatever it should be, then Save. Use this for goodwill extras or to fix a mistake.
If you cancel one of their bookings (open the booking and press Cancel without refund), the class returns to their pass automatically and you'll see a message saying so. This only applies to bookings made with a class pack; memberships have nothing to give back.
Cancelling a renewing pass
Guests can cancel their own from My bookings in your website's menu (then Card & receipts). To do it for them, cancel the subscription in your Stripe dashboard (Billing → Subscriptions); this list updates by itself. Changing the status here does not stop Stripe taking the next payment, so always cancel in Stripe for a renewing pass.
Refunds
Refund a pass payment in your Stripe dashboard (Payments → the payment → Refund). Refunding a bought-once pass in full ends that pass automatically. Refunding a renewal does not end the membership — cancel the subscription too if you want it to stop. Classes already booked with the pass are not cancelled for you.
If a pass doesn't turn up
A paid pass normally appears within seconds. If someone says they paid and can't see their pass: check Pass holders searching their email (they may have used a different one), then check Your Site → Email Log. If it's still missing, ask them to open "My bookings" from their email link (it lists their passes) and let your developer know if it is still missing.