Why a customer gets locked out
When you enable Lock customer access under Settings → Customer, an hourly check watches every customer's incidents and automatically locks them once they reach your configured limits. Two incident types can count, each with its own toggle:
- No-shows — booked classes that remain not attended after the class and its 30-minute attendance grace period.
- Penalty cancellations — cancellations recorded with a penalty, optionally limited to bookings made with selected passes.
The limits apply over a rolling window or the current calendar month. When both incident types are counted, they can share one combined limit or be tracked against separate limits. See the Lock customer access settings article for every option.
Locked customers can still log in and purchase passes, but cannot make new reservations. Their existing bookings and passes stay intact: nothing is cancelled or refunded because access was locked.
What the customer sees
When a locked customer tries to make a new reservation, the booking system tells them that they reached the business's booking-policy limit and should contact the business for help.
The customer and administrators receive an in-app lock notification. Customer email is recorded and sent when automated emails are enabled and delivery is allowed; administrator email also depends on each administrator's lock-notification preference.
Lock duration and immediate unlock
Open Admin → Users, open the customer's actions, and check the access status.
For an unlocked customer, choose Lock access, then select one lock duration:
- Manual unlock required — no automatic unlock time is set.
- Duration from settings — uses Settings → Customer → Lock customer access → Unlock access after. This choice appears only when automatic access locking is enabled and the configured duration is not manual-only.
- Custom unlock time — choose a future date and time.
For a customer who is already locked, choose Unlock access to restore new-reservation access immediately. If an automatic unlock time was set, the hourly unlock check restores access after that time is reached.
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.
