Why a customer gets locked out
When you enable the "Lock customer access" setting (Settings → Customer → Lock customer access), an hourly cron job watches every customer's attendance and automatically marks them as locked once they pass the configured thresholds — for example three no-shows within a 30-day window.
Locked customers can still log in but cannot reserve new classes or buy new passes. Their existing bookings stay intact: nothing is cancelled or refunded just because the account was locked.
What the customer sees
When a locked customer tries to make a new reservation, the booking system returns this message:
"You have just been locked out of making further reservations due to reaching a number of no attendances. Please contact us for further information so we can resolve this issue."
The customer also receives an automated email (notification type 22, customer_locked_out) at the moment of lock-out. All admins on the account receive a parallel notification if the admin lock-out notification toggle is enabled.
Three ways to unlock from the admin
Open Admin → Users → [customer name] and tap the Lock access button. A popover appears with three options:
- Manual unlock required — clears the timer so the account stays locked until you manually unlock again. Use this if you need a follow-up conversation before granting access.
- Duration from settings — auto-unlock after the hours you defined in Settings → Customer → Lock customer access → Unlock access after (1 to 672 hours).
- Custom unlock time — pick the exact date and time the account should re-open.
Whichever you pick, the hourly auto-unlock cron honours it: when customer_locked_out_reset_time is reached, the lock fields are cleared and the customer can book again.
What happens to existing bookings
Locking an account is a "no new bookings" signal — nothing more. The customer's past attendance records, current confirmed reservations, future bookings, paid passes and waiting-list entries are all preserved. If you decide an unhappy lock-out justifies refunds or cancellations, do them manually from the customer's booking history.
