Before changing a pass, check the customer, product, remaining credits, expiry, coverage and relevant bookings or payment. Make the adjustment only for a documented error or approved support remedy.
Change credits or expiry#
- In the customer’s Access tab, find the pass under Packs and passes.
- Open its actions menu and choose Adjust credits, or Restore / Extend credits for an expired pass.
- Update Remaining credits or the Expiration Date. For an approved extension, choose Extend 30 days or enter the approved new date. Leave the date empty for no expiry when appropriate.
- Select a reason, enter the details and save. Check the updated row.
A selected date gives access through the end of that day in the business time zone shown beside the date. Changing only credits keeps the pass’s current expiry time.
You cannot delete a pass or pack from this table. If your policy requires removing remaining access, set remaining credits to zero and record the reason.
Restart an intro from next use#
For an eligible intro or free-trial pass, the adjustment form may offer Restart intro from next use.
- Open the customer's intro pass.
- Choose Restore / Extend credits or Adjust credits.
- Choose Restart intro from next use when it is available.
- Confirm the credit count and new expiry in the review step.
- Add the support reason and details, then save.
For an approved loyalty bonus or service credit, record the number of credits, expiry and reason. Tell the customer how many credits remain and when they expire.