# Finding and Viewing Member Records in Gladstone 360 HTML version: [Finding and Viewing Member Records in Gladstone 360](https://support.gladstonesoftware.cloud/gladstone360/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 4. **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*). 5. **Enter personal details** - Enter the first name, then last name, gender, title and date of birth. The status, [price level](../guides/glossary.md) and site are set by the workflow. 6. **Enter contact details** - Add the email as **Home** and **main**: it becomes the customer's Gladstone Go login. Add a mobile number. 7. **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 8. **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 9. **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 10. **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](setting-up-gladstone-360-membership-workflows-tills-and-emails.md). - 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](adding-a-new-contact-in-gladstone-360.md); [Editing Contact Details and Online Accounts in Gladstone 360](editing-contact-details-and-online-accounts-in-gladstone-360.md); [Managing Duplicate Records in Gladstone 360](managing-duplicate-records-in-gladstone-360.md); [Using the Gladstone360 Check-in Screen and Basket](using-the-gladstone360-check-in-screen-and-basket.md).