--- title: A customer is unable to use their class pass description: Find out what to check when a customer's class pass isn't covering their booking, and how to fix it from your Dashboard. --- [Skip to content](https://help.eola.co/a-customer-is-unable-to-use-their-class-pass#main-content) English Show submenu for translations ![eola](https://help.eola.co/hs-fs/hubfs/eola-logo-web.png?width=109&height=40&name=eola-logo-web.png) Open main navigation Close main navigation - English Show submenu for translations - [Contact us](mailto:help@eola.co) [Contact us](mailto:help@eola.co) How can we help you? - There are no suggestions because the search field is empty. 1. [Help Centre](https://help.eola.co/?hsLang=en) 2. [Troubleshooting](https://help.eola.co/troubleshooting?hsLang=en) 3. [A customer is having a problem](https://help.eola.co/troubleshooting?hsLang=en#a-customer-is-having-a-problem) # A customer is unable to use their class pass ## Find out what to check when a customer's class pass isn't covering their booking, and how to fix it from your Dashboard. If a customer contacts you to say their class pass isn't working when they try to book, there are a few simple things to check. In most cases it's down to how the pass is set up or how many redemptions are left, and you can sort it from your Dashboard. **The activity isn't covered by the pass** A class pass can only be used on the activities ticked when it was set up. To check, go to Products -\> Class passes, click the pass and look under 'Select the activities it can be applied to'. Tick any activities that are missing and click Save class pass. **There aren't enough redemptions left** Each person on a booking uses one redemption. If a customer is booking for 3 people but has 2 redemptions left, the pass won't cover the booking. They can book for fewer people, or you can add redemptions to their pass if that's appropriate. **The pass has expired or been used up** Passes that have passed their expiry date move to the Expired tab, and passes with no redemptions left move to the Used tab. If you're happy to give the customer more time, you can extend the expiry date. **The customer is entering their code in the wrong place** Customers add their pass by going to Vouchers & passes on your widget and selecting 'I have a voucher or pass'. Once their code is added, the price is covered at checkout when they book an activity the pass applies to. **What should I check?** 1. Go to Sales -\> Class passes and find the customer's pass 2. Check the expiry date and the number of redemptions remaining 3. Check how many people the customer is trying to book for 4. Go to Products -\> Class passes and check the activity is ticked on the pass 5. Make sure the customer is entering the code shown on their pass If none of these apply, contact our team at [**help@eola.co**](mailto:help@eola.co) with the customer's name, email address and pass code, and we'll be happy to take a look. **Helpful tips:** - If a customer has lost their code, you'll find it on their pass under Sales -\> Class passes - To change the expiry date, click the customer's pass and select 'Edit Expiration Date' - To add redemptions, enter a number under 'Number of redemptions' and click Add redemptions **Related guides** - [Sell and manage class passes](https://help.eola.co/sell-and-manage-class-passes?hsLang=en) - [Create a class pass](https://help.eola.co/create-a-class-pass?hsLang=en) - [Getting started](https://help.eola.co/getting-started?hsLang=en) - [Activities & features](https://help.eola.co/activities-features?hsLang=en#main-content) - [Activities](https://help.eola.co/activities-features?hsLang=en#activities) - [Rentals](https://help.eola.co/activities-features?hsLang=en#rentals) - [Bookings & availability](https://help.eola.co/bookings-availability?hsLang=en#main-content) - [Your calendar](https://help.eola.co/bookings-availability?hsLang=en#your-calendar) - [eola Marketplace](https://help.eola.co/eola-marketplace?hsLang=en) - [Memberships](https://help.eola.co/memberships?hsLang=en) - [Vouchers, passes & discount codes](https://help.eola.co/vouchers-passes-discount-codes?hsLang=en#main-content) - [Credit vouchers](https://help.eola.co/vouchers-passes-discount-codes?hsLang=en#credit-vouchers) - [Class passes](https://help.eola.co/vouchers-passes-discount-codes?hsLang=en#class-passes) - [Discount codes](https://help.eola.co/vouchers-passes-discount-codes?hsLang=en#discount-codes) - [Account & billing](https://help.eola.co/account-billing?hsLang=en#main-content) - [Your Payouts](https://help.eola.co/account-billing?hsLang=en#your-payouts) - [Your Widget](https://help.eola.co/account-billing?hsLang=en#your-widget) - [Centre Settings](https://help.eola.co/account-billing?hsLang=en#centre-settings) - [Your Policies](https://help.eola.co/account-billing?hsLang=en#your-policies) - [Team & Permission Sets](https://help.eola.co/account-billing?hsLang=en#team-permission-sets) - [Leaving eola](https://help.eola.co/account-billing?hsLang=en#leaving-eola) - [Troubleshooting](https://help.eola.co/troubleshooting?hsLang=en#main-content) - [I am having a problem](https://help.eola.co/troubleshooting?hsLang=en#i-am-having-a-problem) - [A customer is having a problem](https://help.eola.co/troubleshooting?hsLang=en#a-customer-is-having-a-problem) [![eola](https://help.eola.co/hs-fs/hubfs/eola-logo-web-1.png?width=87&height=32&name=eola-logo-web-1.png "eola")](https://help.eola.co/?hsLang=en) [mailto:help@eola.co](mailto:help@eola.co) Copyright © 2026, eola