Question
A client has noticed a reduced number of visits on their session pass that doesn’t match the attendance restriction allowance. This happened because an auto-renewing session pass with unlimited visits was placed on hold and has attendance restrictions. As a result, the number of visits allowed in the attendance restrictions will be prorated by the hold duration, resulting in a reduced number of visits.
For example, you have placed a session pass on hold for two weeks (first half of the month) and the attendance restriction is set to 10 visits per month. After the hold ends, the attendance restrictions will be prorated to five visits for the last two weeks of the month in relation to the hold period.
Answer
To resolve the issue, follow the instructions below. If the issue persists after completing these steps, please contact WellnessLiving Support.
To reset the attendance restriction allowance
On the Top Nav Bar, click the Search button
and search for the client, then click their name in the list.
On the side menu, click Account.
On the Account menu, click Passes & Memberships.
Find the session pass that was put on hold. In the Details column, check the end date of the hold If the session pass is still on hold, you must wait for the hold period on the session pass to end.
If the session pass is set to automatically renew, in the Auto-Renew column, set the Auto-Renew option to OFF.
If the session pass was originally set to automatically renew, you must re-enable the auto-renew setting. In the Auto-Renew column, set the Auto-Renew option back to ON. The attendance restrictions for the session pass will be reset to its default allowance.
Delete the session pass hold.
In the Action column, click the More button
.
Click Change hold.
Click DELETE HOLD.
In the confirmation popup, click OK.
Extend the expiration date of the session pass corresponding to the hold period. For example, if the hold period was two weeks, extend the session pass expiration date by two weeks.
In the Action column, click the More button
.
Click Edit Purchase Option.
Under Select Expiration, extend the session pass expiration date in relation to the hold period.
Click Save for [client name].