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. Click a column header to sort. Sorting and search cover every customer, not just the current page.

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 log of admin actions.

• 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 their session credits. 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. Session clears the bounced marker at the same time.

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 two emails differ by a typo or a different address. 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 and imports. Use Import data for an existing contact list. To give someone admin or staff access, see invite your team.