What happens when a member uses their pass at the counter?

Staff scan the QR code on a member’s wallet pass. That opens a simple screen showing what they can have right now — and why not, if there’s a reason.

How it works

Whatever’s ready to give shows as a card staff can hand over. Anything that isn’t ready yet — an offer that’s run out, say — sits underneath, under Not today, with its own reason, rather than just disappearing. If there’s genuinely nothing available on that visit, staff see Nothing to redeem right now, because the member is still a member in good standing; there’s just nothing to give them today.

Two situations are about the person rather than one offer, so staff are told plainly and asked not to apply member pricing:

• Membership paused: their payment didn’t go through, so their paid benefits are on hold (their status shows On hold). It’s nothing for staff to sort out; the member fixes it from their own pass, and it comes straight back.
• Not a member — you’ve removed them from your club. Nothing on their pass can be used, and there’s nothing for staff to fix either.

Every scan also counts as a visit, whether or not anything is redeemed. A Checked in confirmation shows the time. Scanning the same pass again within a few minutes doesn’t count as a second visit — staff instead see Already checked in, so a repeat scan or an accidental refresh never inflates the numbers.

What you can change

Nothing on this screen is yours to edit directly — it reflects a member’s own membership status and whatever offers you’ve set up. If a member’s pass shows the wrong thing, check their Membership status or see A member says their pass isn’t working — what now?

Related

• What’s on a member’s page?
• What does a member’s Membership status mean?