# Check why a customer cannot use a pack

Review a customer’s purchase, remaining uses, expiry and class coverage before changing access.

Canonical URL: https://www.naayya.com/help-center/check-why-a-customer-cannot-use-a-pack
Category: customer-management
Last updated: 2026-11-08T15:01:00Z

# Check why a customer cannot use a pack

Open **Admin > Customers**, select the customer and open **Access**. **Packs and passes** shows drop-ins, packs and passes the customer has bought. Choose **Show all** for more than eight rows.

## Check the customer’s pack

Use the **Product**, **Purchased** and **Expires** columns to identify the right purchase. Open its actions menu and select **View details**.

Check the remaining **Credits**, the purchased total when shown, the **Status** and the expiry. A pack or pass can be **Active**, **Expiring soon**, **Expired**, **Used**, or **Pay Later** with a pending payment. An unlimited pass has no usage count to reduce, and it may still expire. **No expiry** means there is no expiry date. See [Customer Credit Expiry](/help-center/customer-credit-expiry) for how the table shows used and expired packs and passes.

Compare the pack’s details with the [customer’s bookings](/help-center/bookings). If the question is about a charge, check the purchase or payment record available to your role before changing credits. The pack details may show an offer price and currency. Check the actual payment to confirm what the customer paid or whether the payment is pending.

## Check what the pack covers

If a customer cannot use a class pack, check what the product covers before adding credits. **All standard classes** covers active standard classes with usual pricing. A class with separate pricing, a workshop, a course, or another special format may need an explicit link.

1. Go to **Admin > Pricing**.
2. Open the product the customer owns.
3. Find **Classes** under **What it covers**.
4. Check whether it covers **All standard classes**, and which classes the line under it lists as not included.

If the customer should be able to book the class, see [Class Coverage for Products](/help-center/linking-products-to-classes). Review the impact preview before changing coverage for active holders. If the offer itself is changing, use **Replace product** and review the replacement’s coverage and customer impact.

Do not create a second pack or add credits to fix coverage. Add credits only if the customer is out of credits and your approved support decision calls for it. If the purchase, booking or expiry record shows an error, see [Adjust a customer’s credits or expiry](/help-center/adjust-a-customers-credits-or-expiry).