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Managing Guest Passes

The article guides you through setting guest pass restrictions, the guest pass quantity reset, and how to check in with a guest pass.

What is A Guest Pass? 

Guest Passes for Recurring vs. Non-Recurring Memberships

How to check in with a Guest Pass 

Guest Pass Restrictions

Guest Pass Usage Log

What happens to guest passes when a membership is put on hold?

Enhanced Guest Pass Functions

 

What is a Guest Pass?

A Guest Pass is an asset tied to a Membership Type which will re-increment each billing period. It is separate from just a Pass Type that is named "Guest Pass". 

To illustrate a Pass Type that is named "Guest Pass": 

You can create a "Pass Type" and name it Guest Pass but it will function as a regular Pass:

To learn how to set up a Pass Type click HERE.

 

The Guest Pass tied to a membership type is set on the Membership Type itself: 

The quantity of guest passes is set for each membership type during creation of the membership. The guest pass quantity on a membership type can be increased or decreased by editing an the membership type. The adjustment will be implemented for all existing customer memberships upon the respective next billing cycle. 

To learn how to set up a membership type, click HERE.

 

Guest Passes for Recurring vs. Non-Recurring Memberships

Guest Pass Quantity is set on the Membership Type and the quantity is reset every billing cycle. 

Recurring Memberships: An example is my All Access Membership that bills weekly and allows me 1 guest pass per billing cycle (per week). Every week my quantity resets to 1: 

Note: Guest passes do not roll over and are only good for the billing period that they are issued.

Non-Recurring Memberships: If the membership is non-recurring, the guest pass quantity is fixed and is not reset because there is no billing cycle to reset it. Please set the desired amount of guest passes for the entirety of the membership duration. 

How to check in with a Guest Pass 

If a customer wants to use the guest passes associated with their membership to check someone else into the gym who isn't in their household, follow the steps in the video below:

check in others

Note: The Check In a Guest workflow does not apply to tickets or multi-day tickets

Guest Pass Restrictions

You can set the Guest Pass Restrictions, which limit the amount of time in between visits for the customer using the pass. The number of guest passes a customer can lend to a guest are listed on the Membership Type. 

To set Guest Pass restrictions, go to the "Admin" tab-> "Locations"-> click the desired location-> on the General Info screen, click "Edit" and scroll to the bottom:

No Restrictions: This means the guest has no limit on the time in between each visit to the gym (example: the can check in today with a guest pass and then again tomorrow with a guest pass)

Clients who haven't used a guest pass in   ___   day(s): This sets a set amount of time (5 days in the screenshot example) in between each visit. This is tied to the customer using the guest pass rather than the guest pass itself. See example below: 

  • Paul checked in with with the guest pass from Julian's membership.

  • The restrictions on the guest pass for the location were set to 5 days.

  • A few minutes later, Paul then tried to check in with the guest pass on Matthew's membership.

  • Paul was not able to check in because of the guest pass restrictions:

    It does not matter if you use the guest pass from one customer's membership (Julian) or a different customer's membership (Matt), Paul will need to wait 5 days in order to check in with any guest pass. 

New Customer: A new customer is defined as a customer that does not have any check ins of any type to the facility or facilities (regardless of which location).

Guest Pass Usage Log

To pinpoint if/who/when a customer used a guest pass, simply navigate to the membership that the guest pass is tied to by following the steps/video below:
viewing guest pass usage-1
Step 1: Go to the Customer search under the CRM tab and type in the customer who has the membership.
 
Step 2: When you’ve selected the customer that has the membership, click on “My Plans” and select the desired membership.
 
Step 3: Scroll to the bottom of the page (below “Membership Summary”) until you see the “Checkins” section.
 
You’ll see all checkins associated to this membership, by the owner of the membership (Adam) and any guest passes (anyone who is not Adam). It will list who has checked in and what date they checked in with the membership or guest pass. In this example, Abby Young used the 1 guest passes on Adam's “All Access Membership” membership.
 
 

What happens to guest passes when a membership is put on hold?

The guest pass quantity will reset for recurring memberships every billing cycle. If the customer's membership is on hold during their billing cycle (on their bill day), there is nothing to update because they are on hold. Instead, the customer guest pass quantity will be 0 as guest pass quantity does not roll over in to the next billing cycle (see example below):
After reactivating the membership, the guest pass quantity will reset on the following billing cycle to whatever is set on the membership type.
  • Example: Timmy’s membership bills on the first of the month and each billing cycle he gets 2 guest pass quantity. Timmy puts his membership on hold from February 20th to March 4th. Timmy will not receive the 2 guest pass quantity on March 4th, but rather will have “0” quantity. On the following billing day, April 1st, Timmy’s guest pass quantity will reset to 2.

 

 

Enhanced Guest Pass Functions

Guest passes can be used for both general hours access and event checkins when configured correctly. They can also be assigned ahead of time. Both are explained below. You can also reassign guest passes, explained below as well. Finally this section will show where one can see a view of all guest passes that have been assigned.

Please note: 

The rules for the assigned passes will operate the same as your guest passes. The restrictions you place in your location settings will apply; new customers only, anyone, or customers that have not had a guest pass in x days. These passes will automatically expire at the end of a billing period.

 

 

Configuring for Multiple Checkins In A Day

To allow for this, a pass type will need to take the place of traditional guest passes on a membership type. Navigate to the membership type you want to have enhanced guest passes and click edit. Scroll down to Guest Passes, then click the dropdown labeled "Pass Type Attached to Membership for Enhanced Guest Passes". Select one option to be assigned to guest passes. 

 

In order to be able to check in to general settings and events, The type of pass you assign will need to have "All Day Pass" selected as an option within the Pass Type Itself.

Wide, Template (17)

 

Note: When a pass is assigned, a pass is created on the assignee's customer profile. This pass can be used with the normal check in flow until expiration.

Assigning Enhanced Guest Passes

Enhanced guest passes can be assigned from the traditional check in flow as well as ahead of time. To assign ahead of time first navigate to a customer's profile, then My Plans, then select the membership from which you want to assign a guest pass. Notice on the Membership Summary, there is a button labeled "Assign Guest Pass". 

 

Wide, Template (10)-1

Click Assign Guest Pass. A pop up will appear allowing you to assign passes to either people in your household, or others.

assign guest pass

 

How to Reassign Guest Passes

Assigned Guest Passes will appear under the Passes and Tickets section of the My plans tab within an assignees profile.  Click on the pass you want to reassign, then click edit. Change the "Assigned To" field to the name you want to reassign to. Then click "Save". 

reassing pass

How do I know when I have shared guest passes?

On the Membership Summary Page of any Member that has shared guest passes, there is now a Guest Passes box. This shows the history of guest passes that have been assigned and their quantity remaining as well as their expiration date.

 

Do you still have more questions on Guest Passes? Drop us an email at cxm@approach.app. You can also submit your question through the Questions form in the Main App chat bubble.