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FAQ.

Common questions about prepaid passes, from refunds and transfers to expiry, privacy, and what happens when a product is deleted.

Oct 1, 2026

Quick answers for members, staff, partners, and admins. For the full guides, start at the Prepaid passes overview.

Monetary balances

Can I edit the monetary member terms? No. The settings form shows fixed translated terms. New setups include every installed main translation; regional languages use their declared parent when no distinct saved text exists. Existing saved terms, regional translations and sold snapshots remain unchanged. There is no retention-period setting. Monetary credit has no expiry.

Does the application delete old monetary records? No. The application does not automatically delete monetary financial records based on age, including fully spent, refunded and cancelled records. Account removal still detaches identity and access. Back up the database and export financial records: continued access depends on the installation and hosting.

When do changes to Business details reach monetary sales? After changing Business settings, return to Prepaid passes → Monetary settings and save monetary settings again. Future sales then use the new details. Sold passes and recorded sales retain their original issuer information and terms.

Can monetary credit expire, be topped up or transferred? No. This release issues separate fixed-value passes without expiry. It has no top-ups, promotional credit, discounted monetary sales, free grants, transfers or cross-business settlement.

Does Reward Loyalty process a payment or refund? No. The business handles payments and refunds at the counter and uses its accounting system for VAT and fiscal documents. Reward Loyalty records references and supports reconciliation. A monetary label does not decide the voucher's VAT treatment.

Why is positive credit unavailable during a refund? Preparing a refund reserves value and blocks checkout while the business resolves the external refund. Confirming the completed refund reduces the recorded balance. Cancelling requires confirmation that no refund occurred.

Does deleting an account, product or business erase the balance? No. Retiring a product stops sales. Member deletion removes personal links and wallet access but preserves the necessary financial claim evidence. Business deletion leaves restricted obligations for full-administrator oversight and a surviving member's read-only claim. Contact the issuer or its lawful representative for recovery.

What if a sale or purchase result is uncertain? Check the original operation and retry it using the same identity and values. A missing response is not evidence that the transaction failed. Replacing an expired purchase code reuses the existing paid sale.

Can I use cached monetary credit offline? Cached amounts carry an offline warning. Staff must connect and confirm the current server balance before any deduction. The Apple Wallet card links to live details rather than printing a mutable balance.

The remaining answers about visit quantities, price overrides, expiry reminders and free rewards concern counted and unlimited passes.

Buying and selling

Can members buy a pass online? No. Pass purchases happen at the counter, where staff take payment. A business can also issue a free visit pass as an achievement reward. The platform records the price but never charges anyone. This is deliberate: no payment provider, no checkout flow, no disputes inside the platform.

How does a brand-new customer buy a pass? Two ways, both without staff searching for them. The customer scans the pass QR at the counter, signs in, and shows the Buy at the counter code for staff to scan. Or staff start it: they pick the pass, confirm the price, and show a purchase code the customer scans with their phone camera. New customers create their account during that scan. See Selling and scanning.

Staff charged the wrong price. Now what? A sold pass's recorded price cannot be edited in the dashboard. Resolve any payment difference at the counter and contact the administrator about the incorrect record. Selling another pass creates an additional pass and sale record; it does not replace the first.

Can staff adjust the price at the moment of sale? Yes. The confirm screen prefills the product price and staff can overwrite it, for example for a counter discount. The pass history keeps the amount recorded.

Using passes

A customer wants to use one pass for two people. Allowed? That is your call as a business. The use screen has a quantity stepper, so staff can tick off two visits in one scan.

Staff scanned one visit too many. How do they fix it? The pass status page has an undo for the most recent use. It adds an offsetting entry to the history rather than erasing anything, so the ledger stays complete.

Can a customer buy the same pass again before the old one is empty? Yes, and it is a normal sale. Each purchase is its own pass with its own count and its own validity window, so stocking up before a holiday or topping up near the end of a card works without any special handling. The wallet shows each pass as its own card.

A member holds two passes of the same product. Which one is used? The active-pass list puts the pass expiring first at the top. Scanning a pass's own QR opens that specific pass. Staff should check its expiry and remaining visits before confirming, or select another pass from the member's list.

Do passes work offline? Yes. The wallet caches the pass page and its QR code for offline viewing, the same as loyalty cards, stamp cards, and vouchers, so a member can show their pass with no connection. The count shown may be from the last time the page loaded online. Staff still need a connection to record the visit, and the platform is the authority: a pass with no visits left is refused at that moment, even if the member's cached screen still shows a code. Nothing can be spent twice from a stale screen.

Expiry

When exactly does a pass expire? The day of sale counts as day one. A 30-day pass sold on March 1 works through March 30 and expires at the end of that day. The member sees the last valid date on their pass.

Do members get a warning? One reminder email per pass, when it enters its final week with visits still left. No reminder goes out for passes without an expiry date or with nothing left to use.

Visits were left when the pass expired. Are they refunded? Not by the platform. Unused visits expire with the pass, like an unused gym month. Compensating the customer is a counter decision; staff can always sell a fresh pass.

Can a pass be extended? No. The validity window froze at the moment of sale. Selling a new pass is the clean path.

Products and data

What happens when a partner edits a pass product? Future sales use the new values. Every sold pass froze its values, price, count, and validity at the moment of sale, so nothing a member paid for changes.

And when a product is deleted or deactivated? It leaves the sale list and its public product page goes offline, which also retires any printed QR codes. Sold passes keep working until used up or expired. Nothing a member holds is revoked.

Can a pass move to another member? No. Passes are personal and non-transferable in version 1.

What does the member see in their history? Every movement in plain words: the sale, each visit, each correction, the expiry. The history is append-only; corrections add entries instead of editing old ones.

Privacy and visibility

Which members can staff see? Members who relate to their club: anyone who joined a program, earned, or bought there, plus anyone presenting a card or code at the counter, same as points and stamps. Selling a pass creates that club relationship on the spot, so any staff member of the selling club can serve the new customer once the card or code is presented, not only the colleague who made the sale.

Does the pass card show the club name? No. Clubs are internal structure and never appear on member surfaces. The pass card shows the pass itself; the business name appears only as labeled context, for example the Business row on the pass page.

What happens to passes when a member deletes their account? Visit-pass history is removed with the rest of the loyalty ledgers, and the account is anonymized. Monetary obligations and financial evidence remain saved without automatic age-based deletion, under the access and privacy rules above. The GDPR export includes pass data while the account exists.

Plans and wallet

Why does a partner not see the Prepaid passes menu? Their plan or permissions exclude it. An admin enables it per plan or per partner; see Admin setup. Updates take care of the plan keys by themselves: config/plans.php ships with every update, and your own values in the admin Plans editor or .env layer over those defaults and survive the update.

Does Google Wallet work with passes? Yes, once a few things line up: the partner's plan includes Google Wallet (Gold and Platinum by default) or they have been granted it, the platform Google credentials are configured, and the per-product toggle is on. Then the member taps Add to Google Wallet. The remaining count updates after each scan. See Google Wallet.

Does Apple Wallet work with passes? Yes. The partner's plan or permission must include Apple Wallet, the operator must configure the signing identity, and the product must be enabled on the partner's Apple Wallet page. Each sold pass gets its own Apple pass with a staff QR and links to live details. See Apple Wallet passes.