Customer profiles

Selecting a customer opens their profile: their contact details, account information, and a summary of their activity.

Getting there

• Where: select any customer from the Customers list.
• Permission: the customers resource. Each of the Staff Actions below needs its own access, listed with it.

What's on the profile

The header shows the customer's initials, full name, an Archived badge if applicable, and Customer since {date}, the day the customer record was created. Book class (only while the customer is active) and Edit stay in the header. More customer actions contains Email customer (opens your mail app) and Merge customer, subject to your permissions. When merging, the picker only offers active customers: an archived customer cannot be chosen as the surviving record and must be restored first. If the customer is banned from booking, a banner under the header says so, shows the expiry, and links to the Bans settings page.

The profile is organized into four tabs. Each tab has a shareable URL.

Overview

Staff who can view bookings see a summary across the top:

• Next visit: the customer's soonest confirmed or pending booking that has not ended yet, or Nothing booked.
• Last check-in: the latest session they were checked in to, or No check-ins yet. Sessions they were booked on but not checked in to do not count.
• Upcoming: how many sessions they are booked on, plus how many they are waitlisted for.

Select a visit to open its session's roster. The summary reads the customer's 100 newest bookings. For a customer with more future bookings than that, the count shows as 100+ and the figures that list cannot answer are left out.

• Contact details: email, phone (or No phone number), and date of birth (or No date of birth). If an email change is waiting on the customer's mailboxes, a note under the current address explains the state and offers Withdraw this change.
• Tags: the customer's tags. Staff who can edit customers add and remove them here, with the studio's existing tags suggested so everyone uses the same labels. Read-only staff see the tags as badges, or No tags.
• Notes: internal notes about the customer, newest first, with the author and when it was written (No notes yet. to start). Select Add note to open the editor. Staff who can edit customers can add notes and delete their own. Switching tabs keeps an unfinished note; leaving the customer profile does not.
• Membership: the current membership and credits (No active membership otherwise). Select View billing to manage it.
• Waivers: each of the studio's active waivers with its status for this customer: Signed (with the date and, for in-person or staff signatures, who witnessed it), Signed an earlier version, needs re-acceptance, or Not signed. If the request fails, the card offers a retry. The card is hidden when the studio has no active waivers. See Waivers and intake.

Expand Activity & feedback to see reservation, membership, payment, and email counts, plus the customer's average private feedback rating and response count.

Bookings

Upcoming sessions shows confirmed, pending, and waitlisted bookings, browsed by month as a list or calendar. Open a session to manage attendance. Past, completed, cancelled, and missed sessions appear under Attendance history, newest first. Use Load older visits to continue through the customer's history, including visits beyond the first 100. Each visit includes its location and opens the attendance roster. If an older page fails, the loaded visits remain visible and Retry older visits retries that page. Session times include occurrence overrides; whether a session has ended is evaluated in the studio's timezone. Cancelled and other completed outcomes remain visible even when their scheduled date is in the future.

This tab requires reservation read permission and only shows permitted classes. History contains this customer's own reservations, not seats they booked for other people. The separate upcoming schedule still uses the existing latest-100-reservations response; this history improvement does not change that existing upcoming limit.

Billing

• Membership: the current membership and controls to manage it.
• Payments & refunds: payment history, newest first, with the existing refund and reconcile actions. The 50 most recent payments load first; use Load older payments for the rest. If an older page fails, the loaded payments remain visible and Retry older payments retries that page. See Disputes and refunds.

Account

• Account Access: Sign Out Everywhere and Reset Subscription, for a lost or stolen device. Shown to staff who can edit customers.
• Technical details (collapsed): linked Stripe / Square IDs, account creation and update dates, status, and a copyable customer ID.
• Advanced staff tools (collapsed): the staff actions described below, shown when your role allows at least one of them.

If you follow a stale link you may see Customer not found. with a link back to customers.

Book a class

Select Book class to open the schedule picker. Use its class, location, or instructor filters, choose the scheduled session, then confirm the booking. Cancelled sessions, private bookings, and classes outside your reservation scope are not offered. A full session shows its booked and capacity counts before you can overbook it.

The action requires reservation creation access plus permission to read class or reservation schedule data. It is hidden for archived customers.

Staff actions

Open Account, then expand Advanced staff tools to reveal Staff Actions. Each action appears only for staff whose role allows it:

• Log in as customer needs Log in as customer access, which only the Owner role has by default.
• Sign-in link and Set email address need Customer account recovery, which only the Owner role has by default.
• Credits needs Memberships at Write. Its history needs Memberships at Read.

Log in as customer

Open this customer's account portal in a new tab. The session expires after 15 minutes. Select Open Account. If the studio has no customer-account URL configured you'll be told to set one in Website integration.

Credits

Set the credit balance on the active membership outright, including credits beyond the plan's original allowance, with no charge. The Credits field shows the current balance; type the new balance, add an optional Note explaining why, then Save. Saving the balance that is already there is refused with That is already the balance. On success you'll see Balance is now {x} credits., and the change is logged in the History list under the field with the amount, who made it, the date, and the note. If the customer has no credits yet, saving a positive balance starts a staff-comp membership.

Sign-in link

Generate a one-hour, single-use link that signs the customer straight into their account. Choose Generate Link to copy a link yourself, or Generate + Send Email to send the customer their branded sign-in email.

Customers can sign in with passwords or email links. Treat the generated URL as a bearer credential: anyone holding it can access this customer's account until it expires or is redeemed. Staff-generated links do not authorize password setup or recovery. Customers request their own email link for that.

Set email address

Move the account to a new address without either mailbox confirming, for a customer who has lost access to the address on their account. Enter the New address, select Set Address, then confirm with Set address, no email. The customer is signed out of every device, the new address is marked unverified, and a note naming you records the change. The ordinary Edit flow, which waits for both mailboxes to approve, is the right choice whenever the customer can still read their old address.

Tips

• Log in as customer is safe to give counter staff who help customers in person: the session can look but not change anything, and every session is recorded against them.
• Customer account recovery hands over the account itself, so grant it only to staff you trust with that. See the Permissions model.