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Remove pass credits without a refund

Release removes selected credits from a pass without returning money. Use it only when that is the customer's agreed outcome and your organization's policy permits it. You need permission to manage passes.

If the customer should be able to use a booked credit again, use Unredeem with Restore credits to pass.

Check the paid-release policy​

For credits with remaining paid value, an owner or administrator must first review Settings → Policies → Releases and enable Allow paid releases without refunds with its required acknowledgement.

Follow Check the release policy for the save steps. A disabled policy blocks removal of paid credits.

Select credits to remove​

  1. Locate and open the customer's pass.
  2. Open Page actions → Release.
  3. In Release Pass Items, select only the items you intend to remove:
    • A named event time represents a booked admission.
    • Available credit represents a credit not yet booked.
  4. Check the selected count and keep Remove credits from pass selected.
  5. Add an Internal note explaining the customer's request.
  6. Select Release Items, then Confirm Release?.

An available credit is already on the pass, so Restore credits to pass is disabled while available credits are selected. Cancel closes the review without removing anything.

Check the result​

The success message reports the number of released items. Reload the pass and check its balance. A selected booked admission is no longer valid, and selected available credits are removed from the balance.

For example, a three-credit pass with one booked admission and two unused credits has one credit left after removing the booking and one unused credit. The wallet shows 0 / 1 used. The original $60 payment remains unchanged and no refund is created in this example.

Reopening Release offers only the remaining available credit. The removed booking no longer appears as an available item to release.

If the count or customer outcome is unclear, include the pass reference, selected items, and displayed message when you contact support.

To review a credit change or correct an eligible unused grant or release, see Undo a credit change.