Check-in with a Guest Pass
Guest passes are a common membership benefit that encourages members to bring friends to your locations. Every guest pass carries a Can Be Used By setting that decides who may check in with it:
- All Customers: anyone.
- New Customers Only: a customer who has never checked in at any of your locations.
- Lapsed Customers Only: a customer who has never checked in, or whose most recent check-in at any of your locations was more than a set number of months ago. Use this to win back people who have gone quiet.
Where the lapsed-customer window is set: the number of months is one organization-wide value, under Organization Settings in the field For "lapsed customers only" guest passes, how many months without a check-in make a customer eligible? It defaults to 12. Changing it applies immediately to every outstanding lapsed-customer guest pass, so a pass that reads "no check-in in the last 12 months" today reads "no check-in in the last 6 months" as soon as the value is changed to 6.
Where the setting is chosen: guest passes are granted automatically by membership types (the guest pass fields under the membership type's Benefits heading, for example Number of "lapsed customers only" guest passes) or added by staff from a customer's profile with Add Guest Pass. Both places offer the same three options.
Checking a guest in
- Navigate to the guest's customer profile.
- Click Use Guest Pass.
- Search for the customer who is sharing the guest pass, and confirm the match by name, birthday, and email.
- Once selected, that customer's available guest passes are listed, each with its expiry and a Usable by line showing who may use it.
- If the guest is not eligible for a pass, its Use button is disabled and the reason is shown in red under the pass. For a new-customers-only pass: "This guest pass may be used by new customers only, and this customer has checked in before." For a lapsed-customers-only pass: "This guest pass may be used only by customers who have not checked in within the last 12 months, and this customer last checked in on June 3, 2026."
- Click Use. The guest is checked in, and their entry method displays as "Guest Pass from" whoever gave them the pass.
Check-ins imported from a previous system: check-ins migrated into Capitan without a date make a customer ineligible for a new-customers-only pass, but never count as recent for a lapsed-customers-only pass. A customer whose only visits were before your migration is treated as lapsed.
Using a customer's own guest pass: a customer can be checked in with one of their own guest passes. This deducts a pass from their account even when their membership would have granted them entry anyway, and the picker shows a warning when you do it.
Viewing guest pass usage
On a customer's profile under Memberships & Passes you can view Guest Pass Usage. This displays how many guest passes a customer currently has along with who has used their guest passes already.
