Managing Multipass Card Customer Profiles
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
Accessing customer profiles
Navigate to the left-hand menu
Click the Customers icon
Find the customer in the grid (search by name, email, phone, or serial number)
Click the customer's name to open their profile
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.
Redeemed visits Number of prepaid visits the customer has used.
Available visits Number of prepaid visits remaining on the customer's card.
Visits sold Total number of visits ever added to the card (purchased or gifted).
Last visits redemption Date when the customer most recently used a visit.
Last visits adding Date when visits were most recently added to the card.
Bonus balance Number of bonus points the customer has earned (optional reward system).
Visits by referral program Visits earned by referring friends to your business.
Segments The customer's RFM segment classification (useful for targeted communications).
Feedback rating The customer's average rating from feedback submissions.
Card status Current state of the card (Installed, Not Installed, or Deleted).
Card serial number Unique identifier for this customer's card. Click to copy.
Installed on device How the card was installed: Home Screen (PWA), Apple Wallet, or Google Wallet.
Card expiration date When the card expires (can be edited from the profile).
Total visits Complete visit count including redeemed visits and any visits removed from the backend.
UTM tag Marketing channel through which the card was installed.
Card issue date When the card was issued—either when the customer installed it or when you manually added them to your CRM.
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)
Purchase amount: Total amount customer paid (optional, leave blank if not applicable)
Comment: Optional note explaining the addition
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
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)
Purchase amount: Optional; enter if refunding money
Comment: Optional note explaining the removal
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
Important: The LTV behavior may seem counterintuitive—adding a purchase amount during subtraction increases LTV because it tracks the refund transaction value.
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.
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)
Purchase amount: Optional; enter if points relate to a purchase
Comment: Optional note
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
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)
Purchase amount: Optional; enter if customer is purchasing with points
Comment: Optional note
Click Apply
What happens when you subtract bonus points:
Bonus balance decreases by the number entered
Transaction appears in customer history
Common scenarios:
Customer redeems points for a reward
Correcting over-credited points
Manual point adjustments
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"
Important: 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
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
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
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)
Type your message in the message box
Optionally schedule the message for later delivery
Click Send
Important: Push notifications sent from a customer profile only go to that specific customer, not to your entire customer base.
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
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
Special restrictions or notes
Preferred service times
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
Important note: Changes made to personal information in the profile do not affect the information displayed on the customer's card. Card information updates separately.
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
Custom date range
Content filters:
Only comments checkbox: Show only feedback with written comments
Hide ratings without comments for easier review
Use cases:
Monitor customer satisfaction with visit packages
Identify service quality issues
Track feedback trends
Find positive testimonials
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
Understanding visit transactions
Visit added: New visits purchased or gifted to the customer.
Visit redeemed: Customer used a prepaid visit for a service.
Visit removed: Manual adjustment or correction made from backend.
Best practices
Visit package management
Track expiration proactively:
Monitor customers with visits nearing expiration
Send reminder notifications
Offer extension for loyal customers
Encourage usage:
Remind customers of available visits
Suggest services they can use visits for
Highlight visit balance in communications
Bonus point strategy
Clear communication:
Explain how bonus points work
Show point balance regularly
Remind customers of redemption options
Strategic rewards:
Award points consistently when visits are used
Create redemption opportunities
Use points to encourage additional purchases
Data accuracy
Regular audits:
Review high-value customer profiles
Verify visit balances match expectations
Correct errors promptly with comments
Documentation:
Add comments when making manual adjustments
Track why visits were added or removed
Note refunds and special circumstances
Customer communication
Proactive outreach:
Welcome message when package purchased
Usage reminders for infrequent visitors
Expiration warnings for unused visits
Thank you messages for completed packages
Personalization:
Reference their specific visit balance
Suggest relevant services
Acknowledge loyalty and milestones
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.