What this setting controls
Lock customer access blocks a customer from making new reservations when they break your attendance policy too often. Two kinds of incidents can count:
- No-shows — classes the customer booked but was not marked as attended.
- Penalty cancellations — cancellations recorded with a penalty after the cancellation deadline.
A background check runs hourly. When a customer reaches the configured limit, they can still log in, browse, and purchase passes, but cannot make new reservations until unlocked. Existing bookings, passes, and waiting-list entries are not cancelled, refunded, or removed.
Turning it on and setting the limits
Go to Admin → Settings → Customer → Lock customer access and turn the master toggle on. Then configure:
- Count no-shows and Count penalty cancellations — enable either source or both.
- No-shows allowed — 1 to 5. In combined mode, this is also the shared total limit.
- Penalty cancellations allowed — 1 to 5. This is used when penalty cancellations have their own limit.
- Time period — a rolling window or the current calendar month.
- Time window — 7, 14, 21, 30, 60, 90, 180, or 365 days when using a rolling window.
- Counting mode — combine both incident types against one limit, or track them separately.
- Passes eligible — optionally count penalty cancellations only for bookings made with selected passes; no selection means all passes.
- Unlock access after — manual only, or 1, 12, 24, 48, 72, 168, 336, 504, or 672 hours.
Lock events create in-app notifications. Email delivery depends on the automated-email and administrator notification settings. An administrator can always unlock the customer immediately from the Users page.
Time period: rolling window or calendar month
The Time period setting decides which incidents are eligible at each hourly check:
- Rolling window (default) — looks back over the configured number of days. An incident stops counting after it falls outside that moving window.
- Calendar month — counts incidents from the first day of the current calendar month in the business timezone. Choose this for a policy such as "three no-shows per month".
The same period applies to both no-shows and penalty cancellations.
What counts: no-shows and penalty cancellations
Two independent toggles control which incident types are counted:
- Count no-shows (on by default) — a booking becomes eligible as a no-show after the class duration plus a 30-minute grace period, if the customer was never marked attended. The hourly check then counts it.
- Count penalty cancellations (off by default) — counts cancellations made after the cancellation deadline and recorded with a penalty.
When counting penalty cancellations, Passes eligible can limit the rule to bookings made with selected pass templates. Leave the selection empty to count eligible penalty cancellations made with any pass.
Counting mode: combined or separate limits
When both incident types are enabled, Counting mode decides how the limits apply:
- Combined (default) — adds no-shows and penalty cancellations together and compares the total with No-shows allowed. For a limit of 3, two no-shows plus one penalty cancellation triggers the lock.
- Separate — compares each type with its own limit. Reaching either No-shows allowed or Penalty cancellations allowed triggers the lock.
If only one incident type is enabled, that type uses its own limit and the counting mode has no effect.
When a lock triggers, the incidents responsible for that lock are marked as consumed so they are not reused for another lock. Combined mode consumes both incident types in the period. Separate mode consumes only the type that reached its limit, so the other type's existing tally remains eligible after the customer is unlocked.
What the locked customer experiences
A locked customer can still log in, browse the schedule, view their history, and purchase passes. Attempts to make a new reservation are blocked with a message explaining that the business's booking-policy limit was reached.
The customer and administrators receive in-app notifications. Email delivery depends on the relevant automated-email preferences. Nothing is cancelled or refunded automatically; existing bookings and passes stay as they were. To restore booking access, see How to unlock a locked-out customer.
