Customer Controls in the Climber App

What Customers Can Do in the Climber App

To save staff time and give customers more control of their own accounts, Capitan allows customers to perform many tasks in the Climber App. However, your organization has complete control over what customers can and can not do. Below are the different controls you can give to customers along with the rules you can put in place around them.

Managing Recurring Memberships

For each recurring membership, you can choose whether to allow customers to cancel and freeze their memberships in the Climber App. The freeze/cancel options are configured for each membership and can include the following restrictions, all of which are optional:

Freezing Memberships

• Can customers freeze this membership? If this is set to "No", then this membership may only be frozen by staff.
• Minimum amount of time before a customer may freeze this membership. How long they must have held the membership before freezing it is an option for them.
• Minimum advance notice before a customer may freeze this membership. How far ahead of the freeze they have to ask.
• Minimum amount of time membership must be frozen. Customers will not be allowed to unfreeze their memberships until they have been frozen for this amount of time.
• Maximum amount of time membership may be frozen. If the membership is left frozen for this amount of time, it will be automatically reverted to Active.
• Freeze fee. This amount will be charged each billing cycle for as long as the membership is frozen.

Canceling Memberships

• Can customers cancel this membership? If this is set to "No", then this membership may only be canceled by staff.
• Minimum amount of time before a customer may cancel this membership.
• Minimum advance notice before a customer may cancel this membership.

Managing Events

Canceling Events

For each Event Type, you can choose whether to allow customers to cancel a booking in the Climber App. The cancel options are configured by Event Type and include the following options:

• Can customers cancel reservations?
• How many hours before the start of an event may a customer cancel?
• Does the customer receive a refund when they cancel a reservation?

Managing Private Events

For each Private Event, in addition to the above options for canceling an event, the booking customer may also do the following:

• Invite participants to the event with a private link to fill out the participant questions required for the event type.
• Remove participants from their private event.

These controls are always available to the booking customer: there is no option to disable them within Capitan.

Sending Link Requests

Linking accounts allows customers to purchase group memberships, and allows adults to manage their children's account information. For this reason, while customers can request to be linked to another customer in the Climber App, they must be approved by staff. Any requests will appear in the Customers section of Inbox, under Linking Account Requests.

Update Billing Information

If a customer wants to update their saved payment method, they can do so in Capitan. If a payment fails for a recurring membership, they can also try the card again or submit a new payment method.

Privacy and Tracking Choices

Customers can decide whether your organization's analytics and advertising tools may track them in the Climber App, and can change that decision at any time.

The control is a Privacy card on the Climber App settings page: an Allow analytics and advertising cookies checkbox, then Save Preferences. Turning it off stops analytics and advertising tracking for that customer. It does not affect the cookies that keep them signed in.

This card only appears when your organization has something to consent to. It is shown when you have configured a Google Analytics 4 Measurement ID, a Meta Pixel ID / Dataset ID, or a Tracking/Analytics Script in Organization Settings, and is hidden otherwise.

Like the private event controls above, this one is always available: there is no setting that disables it. A customer who declines is a customer your analytics tools will not report on, so expect the tracked share of your Climber App traffic to be smaller than the real thing.

Staff acting on behalf of a customer do not see this card. That session runs in the staff user's own browser, so any choice recorded there would be the wrong browser's. The same applies on a shared kiosk device.

What Customers Can Not Do in the Climber App

The following are things that the customer may not do in the Climber App. In order to perform these actions, the customer must contact your staff.

• Log in to Capitan if they are under 18 years old. This threshold can be set to any number 13 or greater in your Organization Settings.
• View any memberships, passes or events that are Staff Only or not Publicly Listed.
• Update any of their personal information such as name, birthday or email.
• Modify Event Details for a Private Event, such as time, duration, date, or number of participants.