# Credits and Passes

## Types of Credits and Passes

Facilities on Zettlor offer a few distinct ways to hold prepaid visits or balances on your account:

- **Session passes (punch packs):** Each pass credit covers one seat in an eligible session (for example, a 5-Pack or 10-Pack of sauna visits), regardless of peak or off-peak ticket price unless restricted by the venue.
- **Member guest passes:** Passes granted by a recurring membership that are specifically marked for bringing a guest alongside you (or booking a friend into a session).
- **Dollar-amount store credits:** A monetary balance on your account (from a gift card, promotional credit, or cancelled booking) that deducts from the total dollar amount at checkout.
- **Shared group and household balances:** A pooled credit or session balance shared across invited family members, partners, or teammates.

## Buying and Claiming Passes or Gift Cards

- **Session packs:** Purchase multi-visit packs directly on the facility's booking page or store page, or during booking checkout when a pack can be bought and applied in the same step.
- **Gift cards:** When you buy or receive a digital gift card, the recipient can claim it via the gift claim link in their email or enter the gift code at checkout. You can also check any gift card's remaining balance on the facility's gift card lookup page.
- **Shared balance invites:** If someone invites you to a shared household or group wallet, open the claim link from your invite to connect that shared balance to your account.

## Applying Credits at Checkout

At checkout, enter the email address and phone number on your account. You don't need to sign in. Zettlor then shows your eligible passes, guest passes, shared balances, and store credit:

1. Select the session pass or credit balance you want to apply.
2. If you are booking multiple seats (for example, yourself plus a friend), you can combine your own membership visit with a guest pass or session credit, or pay any remaining balance by card.
3. Please select either a session pass or a new pack purchase for a given seat so you do not pay twice for the same spot.

## Checking Your Balance and History

Sign in to your account portal to view every active and past pass or credit balance. Each item shows:

- Remaining visits or dollar balance
- Eligible session types (and whether a pass is for any seat or guest seats only)
- Expiration date (if the pass expires)
- A transaction log showing which bookings used or restored credits

## Expiration and Cancellations

- **Expiration dates:** Multi-visit packs and promotional credits may carry an expiration date set by the facility. Unused visits expire after that date unless extended by the venue.
- **Restored credits on cancellation:** When you cancel a pass-paid or credit-paid reservation within the facility's allowed cancellation window, the credit is automatically returned to your balance immediately.

## Troubleshooting

- **Credits or passes not appearing at checkout:** Enter the same email address and phone number you used when you bought the pack. Passes appear after you add your phone number. If you have two profiles, ask the facility to merge them.
- **Pass says it is not eligible for this session:** Some intro passes, off-peak packs, or guest passes only apply to specific rooms, days, or guest seats. Check the pass label in your account wallet.

## Common Questions

### What is the difference between a session pass and dollar-amount store credit?

A session pass (punch pack) deducts one visit credit per seat booked in an eligible session, whereas dollar-amount store credit deducts its monetary value from your checkout total across sessions, private bookings, or add-ons.

### How do shared group and household balances work?

When a facility offers shared group or household wallets, the purchaser can invite family members, partners, or teammates via a claim link. Once connected, each invited member can book eligible sessions directly from the shared credit pool.

### What happens to my session pass if I cancel a booking?

When you cancel a pass-paid reservation within the facility's allowed cancellation window, the session credit is automatically restored to your account balance right away.