Customers

The customers directory lists everyone who has booked, subscribed or been imported, with lifetime visits, spend and email status.

Guests and accounts

Customers can book as a guest or with an account. A guest manages their booking from the link in their confirmation email (see customers managing bookings). When a guest later signs up with the same email, their past bookings appear in their new account. Joining a membership creates an account.

Customers vs subscribers

A customer has a realised visit (a booked session that has already happened). A subscriber is on your marketing list, the people a marketing email goes to. The two overlap. The summary under the list reads "N contacts" with "customers" and "subscribers" chips that filter to each.

What's in the list

Each row shows Name (with email and delivery status), lifetime Visits, Spent (net of refunds), and First visit and Last visit dates. Visits and spend count sessions that have already happened, so someone with only upcoming bookings shows 0 visits and no spend. Their upcoming bookings show beneath, for example +2 upcoming under Visits and +£30.00 upcoming under Spent for what they've already paid. Click a column header to sort. Sorting and search cover every customer, not just the current page.

The mark after each email is their marketing status: green dot opted in, hollow ring on your list from booking without opting in, red dash opted out, grey dash never asked. Open the customer to see it in words under Email preferences.

Filter the directory

Two dropdowns above the list combine. All customers offers:

• Customers (booked) or Not yet booked.
• Users, Members, Former members or Imported members, once you have a membership tier. A former member's row shows "Ended" and the date their benefits stopped (the end of the paid period); someone who cancelled but is still inside a paid period stays under Members. For imported members, see import.
• New this period or Returning, by whether their first visit falls in the period (the last 30 days by default).

All mail status filters by deliverability or marketing: Subscribers, Marketing consent (everyone who agreed, recorded at checkout even before you turn marketing on), and On list, not asked (a soft opt-in, empty unless you use it). A bounced subscriber still shows under Subscribers, badged.

Open a customer

A record shows booking history, membership, email preferences and a History of admin actions, credit changes and emails sent.

• Act on a booking: click it to open it on Bookings, ready to cancel, refund, move or check in.
• Membership and credits: cancel or refund a payment on their membership, and adjust session credits or Give credit. Each bundle or voucher shows its code (for example GV-A1B2C); tap to copy.
• Erase personal data: for a deletion request. A customer who never booked is removed entirely; otherwise their details are removed and their bookings and payments stay anonymously. See data protection.

Fix a mistyped email

Open the record, fix the Email field and save. This also clears the bounced marker. This works for records nobody signs in to, such as guest bookings and imported contacts. A customer with their own Session account changes their name, email and phone themselves (see common question 8).

If the corrected address is already on a second record with no bookings, such as a mailing-list contact, Session merges the two. If either had unsubscribed, the merged customer stays unsubscribed. Session won't merge records that both have bookings, a sign-in account or a team member's address; the message names the record in the way, so get in touch if they need merging.

Export the list

The CSV export follows your current filters and search, and includes visits, spend, phone, marketing consent, Membership ended and a Marketing list column saying why each person is on your list. See CSV exports.

The customer report

The Customers section of Reports shows active and new customers, retention and sessions per customer. Each band of its "Sessions per customer" chart opens this directory filtered to those people.

Common questions

1. A customer can't find their confirmation email. Check their record for a mistyped address and fix it as above, or point them to Find booking.

2. A customer signed in but their old bookings aren't showing. Usually the emails differ. Look for a near-match in the directory and update the email on the older record.

3. Does a customer need an account to book? No, guest checkout is always available. Only memberships need an account.

4. A customer isn't in the New or Returning filter. Customers without an email address are left out of the period filters, to match the report.

5. How do I add people to this list? It fills automatically from bookings, memberships, bundles and gift vouchers (holders and buyers), signed waivers, and imports. This includes people who first signed up with another venue on Session. Your own team are listed under Team instead. Use Import data for a contact list, or Add customer for one person; nothing is sent unless you choose Send invite email. For admin or staff access, see invite your team.

6. Adding a customer says the email already has an account at another venue. Each email has one Session account, and theirs started at another venue. They can book with you using that login, or you can add a booking for them with Add as new user. Either way they appear here once booked.

7. Does a customer's booking history include other venues? No. You only see bookings made with you, even when the customer also books at another venue on Session. Their bookings with you show in full wherever their account started.

8. Why can't I edit this customer's name, email or phone? They have their own Session account, used at every venue, so only they can change those. They do it from Manage account on their account page. You can still change their email preferences, book them in, and manage their bookings, membership and credits.