FAQ.

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

Buying and selling

Can members buy a pass online? No. Staff sell every pass at the counter, where the payment happens. 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? The price on a pass is a record, not a charge. If the recorded amount is wrong, the money conversation happens at your till. For a pass sold in error, sell a new one with the right values; there is no edit on a sold pass, by design.

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 one that expires first. The use screen says so when it picks, and staff can switch to the other pass from the member's pass 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? Pass history is removed with the rest of their ledgers, and the account is anonymized. 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.

Related topics

• Prepaid passes overview: The concept and the boundaries
• Partner setup: Creating and designing products
• Analytics & History: What each metric tells you
• Selling and scanning: The counter workflows
• The member view: Wallet, pass page, reminders
• Admin setup: Plans, permissions, the daily task