Issuing Make-Up Passes

When a client cancels or no shows, they typically lose their credit for that visit. However, you can manually issue a Make-Up Pass to override this rule. This is useful for making exceptions to your policy (e.g., if a client was sick or had a family emergency).

Who can use this feature?

Pike13 Plans: ✅Premium, ✅Advanced, ✅Essential
User Roles: ✅Primary Owner, ✅Owner, ✅Manager, ✅Staff, ❌Limited Staff

Issue Make-Up Passes

Click Schedule and open the Roster for an event.
Click the Gear Icon (or status button) next to the client's name.
Mark the client as Canceled or No Show.
Once the status changes, a new option will appear: Issue a make-up.
Select a Reason from the dropdown list.
Enter any additional details in the notes (e.g., "Called in with flu").
Click Save.
- Result: The client now has a single-visit pass on their account valid for the same service type.

Revoke Make-Up Passes

If a pass was issued in error, you can remove it, provided the client has not used it yet.

Option A: From The Roster

Go to the Roster where the make-up was originally issued.
Click the Gear Icon next to the client's name.
Select Revoke make-up.

Option B: From The Client Profile

Go to the Client’s Profile.
Select Plans & Passes.
Click on the specific Make-up Pass in the list.
In the right-hand menu, click Cancel.

⚠️ Warning: Used Passes

A make-up pass cannot be revoked if the pass was already used to pay for a visit.

Viewing Make-Up Details

To see who issued a pass and why:

Go to the Client’s Profile > Plans & Passes.
Click on the Make-up Pass.
Look under the Overview section (specifically the "Make-up" label).
It will display the staff member's name and the reason note they entered.

Notifications

Owners and Managers can choose to be notified whenever a staff member grants an exception.

Click the Bell Icon (Notifications) in the top right.
Select Settings.
Scroll down to the Client Management section.
Find A staff member issues a make-up.
Click Edit to enable Email or Dashboard alerts.
Click Save.