Using the Customers Page

The Customers page (in the sidebar) is where everyone who's joined your programs lives. Use it to find people, look at a customer, and act on one or many at once.

Finding people

• Segments — the row of chips at the top groups your members automatically: *All Customers*, *Ready to Redeem*, *Inactive (7+ days)*, *Active Loyalty Users*, *New Customers*, *Redeemed*, and more. Click a chip to filter the list to that group. Counts next to each chip update live.
• Search — type a name or email to jump to a member.
• Filter — narrow by card/program and other attributes. If you run more than one shop, a Signed up at row lets you pick one or more of them to narrow the list — this is where each customer first joined, not where they currently shop, so a regular who joined at one of your shops and has since started visiting another every week still shows up under the shop where they joined. Pick All locations to clear it. A dismissible chip appears under the header while a location filter is active.
• Add condition — build your own filter under the segment chips, one condition at a time. For example, Progress → Points between: enter From and To (say 500 and 1,000) and click Add condition, and the list shows customers whose points are in that range, both numbers included. Then Act on these 23 lets you send them a message (Send message) or use any other bulk action — handy for a one-off message to a group such as 500–1,000 points. Points between is for points programs; on a stamp card use Stamps at least.
• New segment — save your own segment (e.g. "lapsed > 30 days") to reuse it later; if you run more than one shop, Signed up at is one of the fields you can build a rule on, under *Activity*. (Custom segments depend on your plan.)

If you pick a shop in the location selector on the Insights page and then open one of its tiles, the Customers page opens with the same Signed up at filter already applied (along with the metric and date range you drilled into).

Each row shows the member's name, program, status (e.g. *Card in wallet*, *Pending install*, *Removed*), visits, progress, last activity, and spend.

What "Pending install" means

Pending install means the customer is in your list, but their wallet hasn't told Passtastic that the card was added yet. They signed up, were imported, or got an invite code, and haven't added the card to Apple Wallet or Google Wallet. The status changes to Card in wallet by itself as soon as the wallet reports it.

A pending customer can still have stamps or points. Their balance belongs to their record, not to the card on their phone, so it can be there before the card is:

• You or a teammate added a stamp or points from the Customers page. No scan is needed, and you can reward a pending customer — the stamp stays on their record and shows on the card once they add it.
• You imported them with a starting balance. They stay pending until they open their invite link and add the card. See Import Your Existing Customers.
• The card is on their phone, but the wallet hasn't reported it yet. Passtastic only learns about an install when Apple Wallet or Google Wallet says so, so a customer who has just added the card can show as pending for a while.

You don't have to fix anything, and nothing is lost. If a customer still shows as pending a long time after they said they added the card, check with them that it is in their wallet, and contact us if it is. For customers you imported, open the customer, click ⋯, then Send invite to send the link again.

Opening a customer

Click any row to open the customer's detail panel. Inside, four tabs cover everything about that person:

• Overview — their progress on the card, key stats, and quick actions.
• Activity — a timeline of stamps, points, redemptions, notes, and other events. Owners and Admins also see who performed each one — see See Who Changed What.
• Benefits & offers — what's included with their card and any offers they've received. See below.
• Messages — every message sent to this customer.

Customers with more than one card

When the same email has joined more than one of your programs (or the same program twice), the Customers list shows that person once. The Program column reads Coffee card +1 or Beer for Life ×3; hover over it to see every card. A customer with a single card looks the same as always.

• Opening them. Their cards appear as tabs at the top of the page, and the page opens on the card you clicked. Everything below the tabs (stamps or points, redeem, set balance, history, offers) belongs to the selected tab's card, and every card action acts on that card only.
• Acting from the list. If you pick a card action for a customer with several cards, Passtastic asks which card. For several people at once it asks which program, shows how many of them have it and how many will be skipped, and then continues. If only one of a customer's cards can take the action, that card is used automatically.
• Not the same person. A family that shares one email can end up grouped together. Open the customer, click ⋯ → Not the same person, tick the cards that belong to someone else and click Split. They become a separate customer. Balances never move, and nothing is sent to the customer. A card that later joins with the same email joins the main customer. This needs an Editor role or higher, and isn't available to staff limited to certain shops.
• Edit details. With two or more cards, Edit details is in the ⋯ menu at the top of the page and saves to all their cards at once. Only the fields you change are saved. A phone number or email can't be removed from all cards at once; leave it as it is, or type a new one.
• Delete permanently gives you two choices: this card only, or the person and all their cards. See Delete a Customer Permanently.
• Export. Each card is still one row in the file; the Person Key column lets you group them. See Export Customer Data.

How customers are counted

Customers, Home, Insights and each program's Overview all count the same way: a person counts once, however many cards they have. Home uses the same counting rule as Customers. One difference: team members limited to certain shops see only their shops' customers on Customers, but the whole business on Home.

• In each program, a person counts once too. Someone with your stamp card and a lunch coupon counts in both programs, so your programs can add up to more than your total. Two copies of the same card count once in that program.
• Who is counted: the same people your Customers list counts. Only unused invite codes are left out. Cards removed from a wallet, cards that were invalidated and used coupons still count.
• A card with no email counts as its own person, because there is nothing to link it to another card.
• Visits, stamps, points, rewards and money still count every card. They count what happened, not who.
• On Insights, Returning customers are people who visited on 2 or more different days in the period, whichever of their cards was scanned.
• On Insights, At-Risk Customers lists a customer with several cards only when none of their cards has been scanned recently.

Since October 2026 these screens count people instead of cards, so a total can be lower than it was before. Nobody was removed: a customer who had two cards was counted twice before.

Correcting a customer's name

Spelled wrong, or a name that was split in the wrong place? Open Customers, click the customer, then ⋯ → Edit details. The window opens with First name, Last name, Email and Phone. Change what you need and click Save. The first name can't be left empty. If the customer has two or more cards, Edit details is in the ⋯ menu at the top of the page, not under a card, and it saves to all their cards. Changing names needs an Editor role or higher.

Correcting a customer's balance

Added a stamp by mistake, or need to fix a count? Open Customers, click the customer, and use the buttons at the top of their panel. The ⋯ button (*More actions*) holds the rest.

Each correction is saved as a new entry on the customer's Activity tab, so you can always see what changed. Entries can't be deleted — to undo one, make another correction. Corrections need an Editor role or higher.

Visit counts can't be lowered from the dashboard. So on a Membership levels card that moves customers up by visits, the level can't be moved back down there — contact us if you need that.

The Benefits & offers tab

This tab has two independent sections. A customer can have either, both, or neither — the tab only shows the sections that apply.

Included benefits lists every benefit on the customer's membership or loyalty card, one row each, in exactly the state your staff see at the scanner:

• Included — an always-included perk with nothing to count, like a standing discount.
• "2 of 3 left" — a one-time or repeating perk that still has uses remaining.
• "Used", with "renews {date}" added for a repeating perk that's due back on a schedule.

This section only appears for cards that have Included benefits configured — see Included Benefits: What Comes With Your Card for how to set them up and how staff redeem them at the counter.

Campaign rewards lists every reward your campaigns have sent this customer, newest first, each with a status badge:

• Available — delivered, not yet claimed.
• Redeemed — claimed.
• Expired — the offer's window closed before it was claimed.

Each row shows when it was received and, if claimed, when. Offers that were cancelled before delivery never show up here. This section appears for any customer who's received at least one campaign offer — see Messages and Campaigns for how to set those up.

Eligible rows in either section — an included benefit with uses left, or an available campaign reward — show a small Redeem button. Click it and confirm in the dialog that opens; this has the same effect as redeeming it at the scanner, and the customer's card updates automatically.

If a customer has no included benefits and no campaign rewards yet, the tab shows a short empty state instead.

Acting on many at once (bulk actions)

1. Tick the checkbox on each row you want (or use Select all), or open a segment to act on everyone in it.

2. In the bar that appears, click Actions.

3. Pick what to do:

• Reward — add stamps or points to the selected members.
• Send a message — push a one-off notification to the selection.
• Add note — save an internal note against the selected members.
• Plus card-specific actions (correct a balance, set a balance) depending on the selection.

If every selected member is on a program whose points rule has Restrict scanner to value entry on, Reward isn't offered: points there come only from the amount entered at the counter. In a mixed selection the others are rewarded and those members are skipped; the summary at the end shows how many.

Admins and Owners also see Delete permanently in the bar when rows are ticked. See Delete a Customer Permanently.

Header actions

Along the top of the page:

• Invite customer — bring one person on. Pick the program and they get either a personal invite code (members-only) or a link to sign up (open program).
• Generate Codes — create a batch of invite codes for a members-only program.
• Messages history — see what you've sent.
• Export — download your customer data (see Export Customer Data).

If you run more than one location, a Working at selector also appears here, above your customer list — pick the shop you're in and any stamp, point, or note you add is recorded there. With a single location there's nothing to choose: everything is recorded there automatically. It starts on your default location, so check it before your first action of the day — see Managing Your Locations for the full explanation.

Sending a customer a new member link

Every customer has a My rewards link on the back of their card that opens their own page. If a customer lost their phone, forwarded the link to someone, or never got it, open the customer and click Send a new member link in the Member link card:

• Send by email or Send by SMS delivers the new link to the address or number on the card. Send by SMS appears when your business sends SMS and the customer has a phone number. If the customer has no email, copy the link and send it yourself.
• Copy link puts it on your clipboard so you can paste it into a chat. If sending isn't set up for your business, the dialog shows the link to copy instead of saying it was sent.

The old link stops working as soon as the new one exists, so a link someone forwarded no longer opens the customer's page, and the customer is signed out of the page on their own phone until they open the new link. The customer's wallet card picks up the new link on its next update.

Editors, admins and owners can do this; viewers cannot. The customer's visit history and messages are never part of the link.

When a customer asks to delete their card

A customer who asks to delete their card from their own page shows a Deletion requested tag in the list, and the same request appears at the top of their page with Erase and Dismiss. Nothing is deleted until you act. Erase is the irreversible erasure in Delete a Customer Permanently; Dismiss clears the tag and nothing else. Editors can dismiss; erasing is for admins and owners.

Common questions