Mark a Customer Inactive | Passtastic Help
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Mark a Customer Inactive

What it does

Mark inactive blocks a customer's perks at checkout without removing them from your list. Once a customer is inactive:

  • Your scanner won't add stamps or points, and won't allow redemptions, for that customer.
  • Their wallet pass shows a greyed-out "MEMBERSHIP INACTIVE" status, so they can see at a glance that their perks are on hold.
  • The card stays in their wallet — nothing is deleted, and nothing they've earned is lost.

It's fully reversible. Click Reactivate at any time to restore the customer's perks and clear the inactive state from their pass — instantly, with nothing to re-issue.

Why you'd use it

This is built for paid memberships and subscription-style perks. If a customer stops paying (a lapsed membership, a failed renewal, a subscription they cancelled outside Passtastic), you can mark them inactive to stop them earning or redeeming — without deleting their history or forcing them to rejoin from scratch if they come back.

Where to find it

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

2. Open the ⋯ overflow menu.

3. Choose Mark inactive (or Reactivate, if the customer is already inactive).

4. Confirm the prompt. You'll see a "Customer marked inactive" (or "Customer reactivated") confirmation.

Who can do this

Same as other customer actions — you need an Editor role or higher. Viewers can browse customers but won't see this option. See Team Roles & Permissions for the full breakdown of what each role can do.

Messaging still works

Marking a customer inactive only blocks perks at the scanner — it does not stop you from messaging them. You can still send them a note (e.g. "Your membership lapsed — renew to get your perks back") to win them back before you decide whether to reactivate or delete them for good.

:::faq Does the customer lose their stamps or points when I mark them inactive? No. Their balance and history are untouched — they're just paused. Everything comes back exactly as it was the moment you reactivate. :::

:::faq What does the customer actually see? Their wallet pass updates to show a greyed-out "MEMBERSHIP INACTIVE" status. The pass stays installed in their Apple Wallet or Google Wallet — it isn't removed or hidden. :::

:::faq What's the difference between "Mark inactive" and "Hide customer"? Mark inactive is reversible and only blocks scanner perks — everything else (history, balance, messaging) keeps working. Hide customer instead tucks them out of your list (also reversible, via Restore from the Hidden by you segment) and doesn't touch their perks while they're hidden. Neither is the same as Delete permanently, a separate admin-only action that erases the customer for good. See Hide a Customer vs Delete Permanently for the full comparison. :::

:::faq Can I mark a customer inactive from the scanner app? No — this is a dashboard-only action. Open the customer's detail panel from the Customers page on the dashboard. :::