Skip to main content

Locating a customer's pass

Start in the organization that sold the pass. You need access to its pass or customer records. Use whichever reference the customer has, then check the customer, collection, and pass option before changing a booking or credits.

Find the pass​

Choose a lookup method based on the details the customer can provide.

Find a pass by pass ID​

  1. Open Passes in the organizer workspace.
  2. In Search by pass, order, or patron..., enter the pass code shown in the customer's wallet or booking details—the pass ID or reference the customer uses to identify that pass.
  3. Check the matching pass, collection, pass option, customer, and status.
  4. Select the pass reference to open its details.

Use the displayed pass code for this search. An order reference identifies the purchase and may cover more than one pass; it is not the same as a pass code.

Find a pass by order ID or reference​

If the customer gives you an order ID, use the order number/reference shown on their confirmation.

You can enter that order number directly in the Passes search. Review the matches and open the correct pass reference. If the order contains several passes, confirm which one the customer wants help with.

Alternatively:

  1. Find and open the order.
  2. Find the pass among the order's items, checking its collection and option.
  3. Select the Pass reference to open the pass's usage details.

Do not choose a pass solely because it belongs to the right order; the customer may have bought multiple passes together.

Find a pass by customer identity​

If you do not have a pass or order reference, try the customer's name or purchase email in the Passes search. Check the other details before opening a match, especially when several customers have the same name.

For a customer profile search:

  1. Open Customers and search by name, email, or phone number. You can also search there by order number or pass code.
  2. Open the matching customer and check their identifying details.
  3. Select Orders & Passes, then find the Passes table.
  4. Check the collection, pass type, usage, and status, then select Open pass. On a phone, scroll the table sideways if the button is out of view.

The email on the original purchase may differ from the customer's current contact email. If one search does not find the pass, ask for the purchase email or the pass/order reference rather than changing a profile to make it match.

If no pass appears​

  • Confirm you are in the right organization.
  • In Passes, choose All Statuses so an Expired or Canceled pass is not excluded by the current filter.
  • Check the spelling or copy the displayed reference again. A ticket code is different from a pass code.
  • Try another lookup path above. Use the customer and order details to distinguish multiple matches.

If the record is still missing or access is restricted, ask an organization administrator to check your access. Contact support with the organization, pass or order reference, and search details if needed. Do not send private sign-in links or ticket QR codes.

Continue with the customer's request​

Once the correct pass is open: