Finding and Viewing Member Records in Gladstone 360

Problem

Front of house staff need to search for a customer in Gladstone360, use the non-member record, add a new contact with a workflow, update contact details, send a Gladstone Go password reset and deal with duplicate records.

Resolution

Search for a customer

1. Search by name

   • In the search box, type first name space last name to go straight to the record, or the surname alone (the first three letters are enough) and filter the results.
   • To search by first name only, type a comma first (for example , Linda).

2. Search by another identifier (if applicable)

   • You can also search by member ID, card ID or email address.

3. Open the record

   • Double-click a result to open it. Options > Last five shows records opened recently.

Add a new contact

1. Start the Add contact workflow

   • Click Add contact (from Check-in, Contacts or the till) and choose the workflow that matches the customer (for example Non-member adult).

2. Enter personal details

   • Enter the first name, then last name, gender, title and date of birth. The status, price level and site are set by the workflow.

3. Enter contact details

   • Add the email as Home and main: it becomes the customer's Gladstone Go login. Add a mobile number.

4. Finish the workflow

   • Complete the remaining steps your workflow includes (address, photo, preferences, additional information).
   • Finish. The record opens, ready for bookings, sales or a membership.

Update contact details

1. Edit the section you need
   • Open the record in Contacts.
   • Edit the section you need (personal details, contact details, address, preferences, user fields, online account). Each section is edited separately.
   • After saving, check the details are still there (see Troubleshooting in Notes).

Send a Gladstone Go password reset

1. Send the reset
   • Open Contacts > Online account and click Send password reset. The customer needs an email address on the record.
   • Ask the customer to open the latest email and use the link straight away.

Remove a duplicate record

1. Purge the duplicate
   • Open the duplicate you don't want.
   • Go to Contacts > Personal details > Edit, set the status to Purge and save.
   • The overnight Start of Day process removes it. It may still show until the next morning.
   • For larger duplicate clean-ups, contact your RSM about data services (a chargeable service).

Notes

• Before you start:
  • You need the Contacts permissions your site gives front of house (for example add contact, contact details, personal details, online account).
  • Your site decides which Add contact workflows you see (for example New adult, New junior). Setting them up is covered in Setting Up Gladstone 360 Membership Workflows.
• Gladstone360 searches name, member ID, card ID and email only. For bank reference, company name or other fields, use Plus2.
• The non-member record is for quick, low-value sales (for example a drink). Sell and book against the customer's own record wherever possible: non-member sales drop off its list after the Z reading and can then only be found by the receipt's transaction number.
• The date of birth is checked against the workflow's price level. A junior workflow won't accept an adult's date of birth.
• Gladstone360 won't accept an email already used by another record if your site has Enforce unique emails switched on.
• UK mobile numbers must be 11 digits starting 07. The format is checked, but the number itself isn't verified unless your site uses the paid validation service.
• Gladstone Go reads the Home email for login and emails; invoicing reads the Work address. It's the type label that matters, not whether the email is personal or work.
• Marketing consent must default to No under GDPR. The system can't opt members in automatically: they must opt in themselves. Consents given on Go Join are recorded automatically. Service messages (for example a pool closure) can still be sent to anyone.
• A password reset link is valid for 20 minutes. After that it expires and a new password reset has to be requested. Only the most recent reset email works.
• A record can only be deleted outright if it has no account transactions. Otherwise, use Purge.
• Price levels follow age and eligibility. Front of house shouldn't change them by hand. Price level changes can't be made through a workflow: staff with permission edit the price level on the personal details card.
• The status Pending eligibility (for example a concession bought online) stops entry until staff with permission change it to the member status in Personal details after seeing proof.
• Cards and ID tokens: a record can hold one token of each type (for example a card and a fob) but not two of the same type. When deleting a lost card, Register card as lost = Yes removes the number permanently; No allows it to be added again later.
• Troubleshooting:
  • Some contact details disappear after you amend a record: this is a known issue, and a fix is waiting to be released. Check the record after saving. Add any missing details again: they save on the second attempt. Raise a case if they still won't save.
  • You can't save contact details: the home email isn't set as main. Set the Home email as main, then save.
  • A member isn't receiving emails though the address looks right: the email isn't saved as Home, the preferred mailing address is set to Work, or the Home email isn't main. Save the email as Home, set the preferred mailing address to Home, and make the Home email main. Check Correspondence to see if emails were generated.
  • The customer gets "Error unknown" or the reset link has expired: an older link was used, the link is over 20 minutes old, the email isn't main, or the connection is slow. Send one new reset, ask them to use the newest email straight away and copy the link into the browser if it won't click. Check the email is main, especially on linked accounts.
  • An emergency contact number loses its leading 0: the user field is a number field. Ask your administrator to change the field to free text.
  • The date of birth shows a time, or is blank after an SSO sign-up: this is a known issue. Clear the date of birth, enter it again and save. Raise a case if many members are affected.
  • You can't add the customer with this workflow: the date of birth doesn't fit the workflow's price level. Cancel and use the workflow for the right age group.
• Common questions:
  • Can we automatically opt everyone in to marketing? No. Members must opt in themselves.
  • Can I see what was changed on a record? The Event log shows who changed a record and when, but not the previous values.
  • Why does a purged duplicate still show? Purged records are removed overnight. Check again the next morning.
• When to contact Gladstone support:
  • Details still won't save after re-adding them.
  • A reset link used within 20 minutes still says it has expired: include the member ID and the time of the reset.
  • You need more detail than the event log shows: include the record ID and date range.
  • You need bulk changes to many records (for example status changes): this is quoted as data work by your account manager.
• Related: Adding a New Contact in Gladstone 360; Editing Contact Details and Online Accounts in Gladstone 360; Managing Duplicate Records in Gladstone 360; Using the Gladstone360 Check-in Screen and Basket.

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