Delete a Customer Permanently | Passtastic Help
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Delete a Customer Permanently

What "Delete permanently" does

Delete permanently is for when a customer asks you to erase their data entirely — a GDPR "right to erasure" request, for example.

  • It permanently removes the customer and their history from Passtastic: their profile, visits, points and scans are deleted outright. A few records are kept but stripped of anything personal, because we're required to retain them: message send-logs keep the fact a message went out, with the text removed, and payment records keep the transaction for tax purposes, with the email removed.
  • It voids their wallet pass. The card stays in their Apple Wallet or Google Wallet but stops working and moves to the expired section — Apple and Google give us no way to delete a pass off someone's phone.
  • This cannot be undone. There is no Restore button — once it's done, the data is gone.
  • To confirm, you must type `DELETE` in capitals. This is deliberate friction — it stops an accidental click from erasing someone's record. The dialog shows who you're about to delete, so check that first.

Only reach for this when a customer specifically wants their data gone.

When a customer asks from their own page

A member can ask you to delete their card from My details on their page: Delete my card. They are shown what would be removed (their card and its balance, their visit history, and their name, email, phone and birthday), and after they confirm they see "Your request has been sent to" your business name. They have to enter the 6-digit code from their email first, so a stranger holding the phone can't send one.

Nothing is deleted at that point. The request puts a Deletion requested marker on the customer in the Customers list and an "asked to delete" notice with two buttons on the customer's page:

  • Erase opens this same tool, Delete permanently, for that customer. It is the irreversible erasure described above, and it also ends the customer's sessions, so their page stops opening.
  • Dismiss clears the marker and nothing else: no data is deleted and the card keeps working. Use it when the request was a mistake or you have agreed something else with the customer.

If the customer has cards in more than one of your programs, one request marks all of them. Erase works on one card at a time; Dismiss clears one card's marker at a time, so check the other cards.

Everyone who can open Customers sees the marker. Dismiss needs an Editor role or higher; Erase needs Admin or Owner, so an editor who sees a request passes it to an admin.

For everyday clean-up, use "Mark inactive"

If you just want to stop rewarding someone — a lapsed member, a duplicate entry, a customer who has moved away — use Mark inactive instead.

  • It blocks perks at the scanner without touching their history or balance.
  • Their pass shows a greyed-out "MEMBERSHIP INACTIVE" status.
  • It's fully reversible with Reactivate customer.

See Mark a Customer Inactive for the full walkthrough.

Where to find "Delete permanently"

1. Open Customers from the sidebar and click the customer to open their detail panel.

2. Open the ⋯ overflow menu.

3. Choose Delete permanently.

4. If the customer has more than one card, choose what to delete: Delete this card only (the card you have open), or Delete the person and all their cards. The second removes every card the customer holds with you. Both need the same confirmation below.

5. Read the warning, check the name of the customer it says you're deleting, type `DELETE` to confirm, and click Delete forever.

Delete several customers at once

Admins and Owners can delete a whole group of customers in one go instead of one by one. It does the same thing as Delete permanently on a single customer, just for everyone you tick.

1. Open Customers and tick the rows you want. In the list of people, each ticked row is one person and all their cards go with them. If your list shows individual cards instead, each ticked row is one card.

2. In the bar that appears, click Delete permanently. It sits next to Actions (on a phone it is the bin button in the bar).

3. Passtastic first counts what will go and shows it, for example: *Delete 3 people and 5 cards, including 1 no longer in use.* Cards that are no longer in use are counted too. The warning repeats the same consequences as for one customer: cards on their phones will stop working, and this can't be undone.

4. Type `DELETE` and click Delete forever.

5. A progress bar shows *Deleting… 2 of 3*. Stop ends it early: the one in progress finishes, nothing more is sent, and what was already deleted stays deleted.

When it ends you see a summary of how many people and cards were deleted. Customers who were already deleted (for example in another tab) are counted as *already gone* and don't cause an error. Anything that couldn't be deleted is listed so you can try again; if someone has too many cards to delete at once, the summary tells you to contact support.

The button isn't offered if you've chosen to act on a whole segment rather than ticking rows, and it isn't shown to team members who are limited to certain shops.

Who can do this

Delete permanently is restricted to Admin and Owner roles — for everyone else the option isn't in the ⋯ menu at all. Mark inactive is available to Editor role and higher.

See Team Roles & Permissions for the full breakdown of what each role can do.

What's the difference between "Mark inactive" and "Delete permanently"?
Mark inactive blocks the customer's perks at the scanner but keeps their history, balance, and wallet pass, and you can undo it any time with Reactivate customer. Delete permanently is an admin-only action that erases the customer and their history for good and voids their wallet pass. It cannot be undone.
I just need to clean up my customer list — which one do I use?
Mark inactive. It stops them earning and redeeming without losing anything, and you can reactivate them later. Save Delete permanently for actual data-deletion requests.
A customer asked me to delete all their data. What do I do?
Use Delete permanently on their profile. It removes their record and history and voids their wallet pass — this is the GDPR-erasure action. Only an Admin or Owner can do it.
Can I undo "Delete permanently" if I confirm by mistake?
No. The record is gone. That's why it makes you type `DELETE` to confirm before it runs.
Why do I have to type `DELETE` to delete permanently?
It's a safeguard against accidental clicks, since this action is irreversible. Type `DELETE` in capitals to enable the Delete forever button. The dialog names the customer you're deleting above the box, so you can check you have the right person before you type.
I'm an Editor — why don't I see "Delete permanently"?
It's restricted to Admin and Owner roles because it's irreversible and removes data entirely. Editors still have full access to Mark inactive and Reactivate customer.
A customer asked to delete their card from their page. What happens now?
Nothing happens by itself. Their card gets a Deletion requested marker in Customers, and it stays there until you click Erase (erase the customer for good) or Dismiss (clear the marker, delete nothing).
Why can I click Dismiss but not Erase?
Dismiss is available to Editors and above. Erase is Delete permanently, which is limited to Admins and Owners because it can't be undone.
Can I delete several customers at once?
Yes, if you are an Admin or Owner with access to all shops. Tick the customers in Customers, click Delete permanently in the bar, check the count, type `DELETE` and click Delete forever. It can't be undone and the cards on their phones stop working.