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 customer 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 customer, if they're already inactive).

4. Marking someone inactive asks you to confirm first; reactivating takes effect straight away. Either way 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, and the ⋯ menu is visible to them but greyed out. 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 "Delete permanently"? Mark inactive is reversible and only blocks scanner perks — everything else (history, balance, messaging) keeps working. Delete permanently is a separate admin-only action that erases the customer and their history for good and voids their wallet pass. It cannot be undone. See Delete a Customer 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. :::