How it works for customers
Key Points
- Every customer must have their own passcode which they have already purchased online via the app or website. The club will not receive an email or text notification about the purchase because customers can update their pass at any time.
- When the customer purchases a pass they are required to complete a Health Declaration in advance. You can see it when the code is redeemed or via the Partner Portal, Admin-PARQ section.
- Your front-of-house must redeem the customer's passcode every time they visit the club as this is how the system knows that a visit took place. This ensures that the club is accurately paid and that visits are tracked.
- Every customer must have their own unique passcode and Hussle account for security purposes. Staff should check customer IDs before redeeming their Hussle pass.
- Customers cannot leave feedback unless their pass is redeemed, so it’s important to complete this step during their visit.
- Always refresh the redemption page before entering a passcode. The page will timeout if left idle, and codes entered after this won’t register correctly.
- For Monthly+ passes, the 8-digit code will be the same each time they visit. Day Pass codes will change.
- Occasionally you may see an alert such as "The customer's Monthly+ pass does not include access to your club because your club is more expensive". In this situation, you can tell the customer to either contact our customer support team or log into their account to verify which gyms are included in their pass. Alternatively, if you want to make sure the customer has a positive experience, let them in for the day and contact the Gym Support team. They will look into the situation and manually add a visit for the club.
- If a code is entered incorrectly more than 5 times in a short period of time, the system will lock the redemption page for 24 hours due to security reasons. Please contact helpdesk@hussle.com if you need help redeeming passcodes or unblocking your account.
If a passcode is not redeemed, then:
- We can not calculate payment for it as we do not know a visit has taken place
- The customer could re-use your club for free
- The customer could use your club, cancel the pass and get a refund
When the code is redeemed, our system records the following:
- customer's and the club’s info
- the date and time of the visit
- the club's commercial terms.
The system will then use these details to calculate the payment for the visit accordingly.
PARQ - where can you see the customer's health declaration
1. On the redemption page
2. On the Partner Portal, Admin section