Overview
The customer profile for multipass card holders provides complete visibility into prepaid visits and bonus points. Manage customer visits, track usage, award bonus points, and maintain customer relationships—all from one centralized location.
What you can do:
View visit balances and usage history
Add or subtract prepaid visits
Manage bonus points balance
Send personalized push notifications
Adjust card status and expiration
Access customer feedback
Download transaction history
Manage card installation and referral links
Accessing Customer Profiles
Navigation Steps
Step 1: Navigate to the left-hand menu
Step 2: Click the Customers icon
Step 3: Find the customer in the grid
Search by name
Search by email
Search by phone number
Search by serial number
Step 4: Click the customer's name to open their profile
This opens the detailed customer profile showing all visit activity and management options.
Profile Overview
Key Metrics
At the top of the profile, view essential customer data:
LTV (Lifetime Value)
Total monetary value of all purchases made by this customer
Includes all visit packages purchased
Updates with each transaction
Redeemed Visits
Number of prepaid visits the customer has used
Shows package utilization
Tracks service usage
Available Visits
Number of prepaid visits remaining on the customer's card
Current balance customers can use
Real-time availability
Visits Sold
Total number of visits ever added to the card
Includes purchased and gifted visits
Historical total
Last Visits Redemption
Date when the customer most recently used a visit
Helps identify active vs. inactive customers
Useful for usage tracking
Last Visits Adding
Date when visits were most recently added to the card
Shows recent purchases
Tracks package purchase timing
Bonus Balance
Number of bonus points the customer has earned
Optional reward system
Additional loyalty incentive
Visits by Referral Program
Visits earned by referring friends to your business
Shows referral activity
Tracks word-of-mouth growth
Segments
The customer's RFM segment classification
Examples: Champions, Loyal Customers, At Risk
Useful for targeted communications
Feedback Rating
The customer's average rating from feedback submissions
Shows satisfaction level
Based on submitted reviews
Card Status
Current state of the card
Shows Installed, Not Installed, or Deleted
Indicates card activity
Card Serial Number
Unique identifier for this customer's card
Click to copy
Used for customer service
Installed on Device
How the card was installed
Shows Home Screen (PWA), Apple Wallet, or Google Wallet
Platform information
Card Expiration Date
When the card expires
Can be edited from the profile
Affects visit availability
Total Visits
Complete visit count including redeemed visits
Includes any visits removed from the backend
Comprehensive usage metric
UTM Tag
Marketing channel through which the card was installed
Attribution tracking
Campaign performance data
Card Issue Date
When the card was issued
Either customer installation date or manual CRM addition date
Customer tenure indicator
:::info Multipass cards function as prepaid visit packages. Monitor available visits closely to ensure customers use their purchases before expiration and consider implementing bonus points to increase engagement.
Managing Visits
Adding Visits
Add prepaid visits when customers purchase visit packages or receive promotional visits.
Step 1: Access Available Visits
Locate the Available Visits section
Click the + (plus) icon
Step 2: Enter Visit Details
Value
Number of visits to add
Required field
Enter whole numbers
Purchase Amount
Total amount customer paid
Optional field
Leave blank if not applicable
Comment
Optional note explaining the addition
Examples: "10-visit package purchased," "Promotional bonus," "Customer appreciation"
Step 3: Click Apply
What Happens When You Add Visits:
Available visits increase by the number entered
Visits sold increases
LTV increases (if purchase amount was entered)
Common Scenarios:
Customer purchases a 10-visit package
Promotional bonus visits awarded
Correcting an error where visits were under-credited
Gift certificates or vouchers redeemed
Compensation for service issues
Tip: Always include purchase amounts when customers buy visit packages. This accurately tracks LTV and provides better business insights into prepaid package revenue.
Subtracting Visits
Remove visits to correct errors or adjust for refunds.
Step 1: Access Available Visits
Locate the Available Visits section
Click the - (minus) icon
Step 2: Enter Removal Details
Value
Number of visits to remove
Required field
Enter whole numbers
Purchase Amount
Optional field
Enter if refunding money
Used for refund tracking
Comment
Optional note explaining the removal
Examples: "Refund processed," "Error correction," "Package downgrade"
Step 3: Click Apply
What Happens When You Subtract Visits:
Available visits decrease by the number entered
Redeemed visits decrease (if visits were already used)
LTV increases if purchase amount was added (used for refund tracking)
LTV remains the same if no purchase amount was entered
Warning: The LTV behavior may seem counterintuitive—adding a purchase amount during subtraction increases LTV because it tracks the refund transaction value as part of the customer's transaction history.
Managing Bonus Balance
What Is Bonus Balance?
Bonus points are optional rewards that customers earn when they use their prepaid visits. These points can be redeemed for additional products or services, creating an extra incentive layer beyond the prepaid visits.
How It Works:
Customers earn points when using prepaid visits
Points accumulate in their bonus balance
Points can be redeemed for rewards or services
Separate from prepaid visit count
Note: Bonus balance is an optional feature that adds a loyalty rewards layer on top of your prepaid visit packages. It encourages repeat usage and provides additional incentive for customers to use their visits.
Adding Bonus Points
Award bonus points for using visits, special promotions, or customer appreciation.
Step 1: Access Bonus Balance
Locate the Bonus Balance section
Click the + (plus) icon
Step 2: Enter Point Details
Value
Number of points to add
Required field
Enter whole numbers
Purchase Amount
Optional field
Enter if points relate to a purchase
Used for LTV tracking
Comment
Optional note
Examples: "Visit redemption bonus," "Birthday points," "Promotion"
Step 3: Click Apply
What Happens When You Add Bonus Points:
Bonus balance increases by the number entered
LTV increases (if purchase amount was entered)
LTV remains the same (if no purchase amount)
Common Scenarios:
Automatic points earned when customer uses a visit
Bonus points for customer appreciation
Promotional point awards
Birthday bonus points
Referral bonus points
Milestone rewards
Subtracting Bonus Points
Deduct points when customers redeem them or to correct errors.
Step 1: Access Bonus Balance
Locate the Bonus Balance section
Click the - (minus) icon
Step 2: Enter Deduction Details
Value
Number of points to remove
Required field
Enter whole numbers
Purchase Amount
Optional field
Enter if customer is purchasing with points
Used for transaction tracking
Comment
Optional note
Examples: "Points redeemed for service," "Correction," "Reward claimed"
Step 3: Click Apply
What Happens When You Subtract Bonus Points:
Bonus balance decreases by the number entered
Transaction appears in customer history
Record of redemption maintained
Common Scenarios:
Customer redeems points for a reward
Correcting over-credited points
Manual point adjustments
Points expired or forfeited
Tip: Use the comment field when adjusting bonus points to maintain clear records of why points were added or removed. This helps with customer service inquiries and auditing.
Managing Card Status
Viewing Card Status
The Card Status field shows whether the card is:
Installed: Active on the customer's device
Not Installed: Issued but not activated
Deleted: Removed from the system
Changing Card Status to Deleted
Delete the card when you want to remove the customer entirely from your system.
Step 1: Access Card Status
Locate the Card Status section in the profile
Click the pencil icon next to the status
Step 2: Delete the Card
A Delete button appears
Click Delete
The card status changes to "Deleted"
Warning: This removes the card from your system but does NOT remove it from the customer's phone. The customer must manually delete it themselves. However, the card will no longer function even if left on their device.
Why Delete the Card:
You cannot delete a customer profile while their card status is "Installed." Changing the status to "Deleted" allows you to remove the customer from your database.
Managing Card Expiration
Viewing Expiration Date
The Card Expiration Date field shows when the card and its unused visits expire.
Modifying Expiration Date
Extend or adjust card expiration for specific customers.
Step 1: Access Expiration Settings
Locate the Card Expiration Date section
Click the pencil icon next to the date
Step 2: Select New Date
A calendar appears
Select the new expiration date
The date updates automatically
Common Reasons to Modify:
Extend expiration for loyal customers
Compensate for service issues
Adjust for seasonal business closures
Honor special requests
Accommodate customer illness or travel
Resolve booking availability issues
Tip: Proactively extend expiration dates for customers with unused visits approaching expiration. This goodwill gesture strengthens customer relationships and increases the likelihood they'll use their remaining visits.
Personalized Links
Card Installation Link
A unique link for this specific customer to install their card.
To Copy: Click the Copy button next to the card installation link.
Use Cases:
Send to customers who purchased visits but haven't installed their card
Resend if customer lost the original link
Provide during customer service interactions
Help customers restore cards on new devices
Share after purchase for immediate installation
Referral Link
A unique link for this customer to share with friends to earn referral bonuses.
To Copy: Click the Copy button next to the referral link.
Use Cases:
Encourage customer referrals
Include in thank-you communications
Provide upon request
Send to satisfied customers
Include in package purchase confirmation
Info: These personalized links are unique to each customer and contain their specific account information. Share them securely via email, SMS, or in-person communication.
Sending Personalized Push Notifications
Creating Individual Notifications
Send targeted push notifications directly to one customer from their profile.
Step 1: Access Push Notification
Click the Send Push tab in the customer profile
Step 2: Configure Notification
Select the Card
If customer has multiple cards, choose the appropriate one
Ensure correct loyalty program selection
Message
Type your message in the message box
Keep it concise and valuable
Include relevant information or offers
Schedule (Optional)
Optionally schedule the message for later delivery
Choose date and time
Or send immediately
Step 3: Click Send
Warning: Push notifications sent from a customer profile only go to that specific customer, not to your entire customer base. For mass communications, use the campaign or communication tools.
Use Cases:
Remind about unused visits approaching expiration
Announce new services available for their visits
Thank loyal customers
Provide personalized offers based on remaining visits
Notify about bonus point balance
Encourage usage of prepaid visits
Viewing Custom Fields
Accessing Custom Fields
Custom fields display business-specific information you've configured for your multipass cards.
To View: Click the View Custom Fields tab in the profile.
Common Custom Fields:
Service types included in package
Package tier level (Basic, Premium, VIP)
Special restrictions or notes
Preferred service times
Booking preferences
Service history notes
Special requirements
Note: Custom fields are configured in your account settings and can capture information specific to your service-based business and customer needs.
Information Tab
Customer Personal Information
View and edit complete customer details:
Full name
Contact number
Email address
Date of birth
Registration date
Device type
UTM source
Editing Information: Click on individual fields to update customer information as needed.
Warning: Changes made to personal information in the profile do not affect the information displayed on the customer's card. Card information updates separately through the card installation process.
When to Update:
Customer reports changed phone number
Email address updates
Name changes
Date of birth corrections
Contact preference changes
Feedback Tab
Viewing Customer Feedback
Access all feedback submissions from this customer.
Available Information:
Feedback ratings (star ratings)
Customer comments
Submission dates
Associated visits
Filtering Feedback
Customize feedback view to find specific information:
Time Period Filters:
Day
Week
Month
Year
All time
Custom date range
Content Filters:
Only Comments Checkbox
Show only feedback with written comments
Hide ratings without comments for easier review
Focus on detailed feedback
Use Cases:
Monitor customer satisfaction with visit packages
Identify service quality issues
Track feedback trends
Find positive testimonials
Address specific visit-related concerns
Recognize consistently satisfied customers
Tip: Pay special attention to feedback from customers with unused visits approaching expiration. Negative feedback may indicate why they're not using their package, allowing you to address concerns and encourage usage.
Transaction History
Accessing Transaction History
Scroll to the bottom of the customer profile to view complete activity.
What's Included:
Visit additions and redemptions
Bonus point transactions
Purchase amounts
Manual adjustments
Dates and times
Comments and notes
Staff member who processed transaction
Understanding Visit Transactions
Visit Added
New visits purchased or gifted to the customer
Includes package purchases and promotional visits
Shows purchase amount if applicable
Visit Redeemed
Customer used a prepaid visit for a service
Decreases available visit balance
May trigger bonus point award
Visit Removed
Manual adjustment or correction made from backend
Shows in transaction history with reason
Used for refunds or error corrections
Downloading Transaction History
Export complete transaction records for analysis or customer service.
Step 1: Locate the transaction history section
Step 2: Click the download icon (top-right of the section)
Step 3: Transaction history downloads as a file
Use Cases:
Customer service inquiries
Refund processing
Visit package audits
Usage pattern analysis
Dispute resolution
Best Practices
Visit Package Management
Track Expiration Proactively:
Monitor customers with visits nearing expiration regularly. Send reminder notifications 30, 14, and 7 days before expiration. Offer extensions for loyal customers or special circumstances. Set up automated expiration warnings.
Encourage Usage:
Remind customers of available visits through regular communications. Suggest specific services they can use visits for. Highlight visit balance in all customer interactions. Create urgency around expiration dates.
Bonus Point Strategy
Clear Communication:
Explain how bonus points work during package purchase. Show point balance regularly in communications. Remind customers of redemption options. Provide clear redemption instructions.
Strategic Rewards:
Award points consistently when visits are used. Create attractive redemption opportunities. Use points to encourage additional purchases beyond packages. Offer tiered rewards based on point levels.
Data Accuracy
Regular Audits:
Review high-value customer profiles monthly. Verify visit balances match expectations. Correct errors promptly with detailed comments. Reconcile purchases with available visits.
Documentation:
Add comments when making manual adjustments. Track why visits were added or removed. Note refunds and special circumstances. Maintain clear audit trail for all changes.
Customer Communication
Proactive Outreach:
Send welcome message when package is purchased. Provide usage reminders for infrequent visitors. Send expiration warnings for unused visits. Thank customers for completing packages.
Personalization:
Reference their specific visit balance in communications. Suggest relevant services based on package type. Acknowledge loyalty and usage milestones. Customize offers based on remaining visits.
Financial Management
Track Package Revenue:
Always enter purchase amounts when adding visits. Monitor LTV for package customers. Analyze which package sizes sell best. Track refund patterns and reasons.
Optimize Packages:
Review visit redemption patterns. Identify popular service combinations. Adjust package offerings based on usage data. Create targeted packages for different customer segments.
Frequently Asked Questions
What's the difference between visits and bonus balance?
Visits are prepaid services the customer purchased. Bonus balance is extra reward points earned for using visits or through promotions. They serve different purposes in your loyalty strategy.
Can customers use bonus points to pay for additional visits?
This depends on your business rules. Typically, bonus points redeem for products or services separate from the prepaid visit package. Configure redemption options in your card settings.
What happens to unused visits when a card expires?
Unused visits cannot be redeemed after expiration. Consider extending expiration dates for loyal customers or special circumstances to maintain goodwill.
Why does LTV increase when I subtract visits with a purchase amount?
The purchase amount field during subtraction tracks refunds or corrections, which are recorded as transactions in the LTV calculation. This maintains accurate financial tracking.
Can I change how many visits a customer purchased after the fact?
Yes, you can add or subtract visits using the +/- buttons. Add comments to document why adjustments were made for audit purposes.
How do I handle refunds for visit packages?
Subtract the appropriate number of visits and enter the refund amount in the purchase amount field. Add a comment explaining the refund for your records.
Will deleting a card from the profile notify the customer?
No, customers are not automatically notified. The card simply stops functioning if they try to use it. Communicate card deletion separately.
Can customers see how many visits they have remaining?
Yes, their card displays the available visit balance. They can check anytime from their digital wallet to plan their next visit.
What if a customer lost their phone with the multipass card?
Send them the personalized installation link to reinstall the card on their new device. All visit data is preserved in your system and will restore automatically.
Can I manually redeem a visit from the backend?
Yes, subtract one visit from their available balance. This records the visit redemption without the customer scanning their card, useful for phone bookings or backend processing.
How do bonus points get awarded automatically?
If configured in your card settings, bonus points are automatically awarded when customers redeem visits. The system calculates points based on your configured rules.
Can I set different expiration dates for different customers?
Yes, expiration dates can be edited individually in each customer profile. This allows for customized expiration policies based on customer circumstances.
What's the best way to encourage customers to use their visits?
Send regular reminders about available visits, highlight expiration dates, showcase services they can use visits for, and offer bonus points as incentives for usage.
Can customers buy additional visits before using existing ones?
Yes, you can add more visits to their balance at any time. Available visits accumulate, though be mindful of expiration dates for older visits.
How do I track which services customers use their visits for?
Transaction history shows visit redemptions. Use custom fields or transaction comments to track specific services if you offer multiple service types within the package.