The Customer's Go Account in Gladstone Go

Problem

Staff need to know what customers can see and do in their Gladstone Go account, and its limits, so they can configure it, answer customer questions and plan workarounds before go-live.

Resolution

1. Understand how customers log in

   • The email address is the login name. Several accounts can share one email; each has its own password, and Go uses the password to identify the account. See Go Account Age, Guardian and Shared-Email Settings.
   • Passwords must be at least 8 characters, including upper case, lower case, a number and a special character. If several people share an email, the reset screen asks which account to reset. The reset link is valid for 20 minutes.

2. Know what each account page shows

   Page	What the customer sees and can do
   Dashboard / My account	Profile completeness, personal details (customers can correct their own), password, phone, address, communication preferences and campaigns
   Memberships	Current membership, next payment date and amount, the bank account it is taken from, a link to the Direct Debit mandate, and Contact us
   Links	Send link requests. Linking lets the primary book for others; a shareable membership is shared automatically. See How to Use Linked Membership Features in Gladstone Go
   Bookings	Upcoming and past bookings. Unpaid bookings can be cancelled online
   Class alerts	Waiting lists the customer is on, with Remove from this class alert
   Basket	Any debt or unpaid item must be paid before they can continue
   Wallet (if enabled)	Saved cards for faster payment

3. Set up customer photos (if applicable)

   • Customer photo upload on Go is optional and switched on in Operator, where you can limit how often a photo can be changed (to stop swapping photos to share a membership).
   • It uses AI validation: the photo must be a clear photo of the customer's face, with no group shots, cartoons or famous people.
   • Until it is enabled, photos are taken at reception.
   • In the photo upload window, customers see when they last uploaded a photo. If they changed it too recently, upload is unavailable and the window shows the date from which they can change it again.
   • Customers also have a limited number of photo attempts in any 24 hours, and the window shows how many they have left. Every photo checked counts, whether it is accepted or rejected. When none are left, upload is locked until 24 hours after the first attempt in that period. A successful upload resets the count.
   • Customers below the minimum age for photo upload cannot upload a photo.

4. Check how debts are shown

   • Any debt shows as a prominent (red) banner on the account until paid.
   • Go can only show and take payment for cash debts. A Direct Debit or RCP (recurring card payment) query status can stop the customer doing anything else until the debt is paid.
   • Block booking debts: customers can currently only pay the whole future debt online, not selected instalments. A setting limits how far ahead future debts appear on Go (for example, 30 days).

5. Change the price level labels (if applicable)

   • The price-level description shown on Go Book (for example, "Full price") can be changed in Operator > price levels (for example, to "Non-member price"). Members see their discounted price after logging in.

Notes

• Wallet and RCP: an RCP card can only be added in the Wallet (not in 360 or Plus2), and the customer must tick the option to use it as the RCP payment method. See Selling RCP and Registering the Customer's Card in Go. For converting failed RCPs to cash debt, see Recurring Card Payments (RCP).
• Changing bank details and cancelling online are expected with the new consumer rules; check with Gladstone for the current status.
• Refunds for paid bookings (automatically back via Gladstone Pay) are coming.
• Block booking and invoice payment are being reworked with Centre Manager.
• Photos: staff cannot remove a photo in 360, only overwrite it. A photo status report shows who has none.
• Email changes: customers can edit their own email address on Go and there is no audit trail of the change (unlike staff edits in Plus2 or 360). Hiding fields in the account profile is possible but reduces transparency. A feature request has been raised.
• Guest fees: Go cannot add an extra charge for a member bringing a guest. Charge a (variable-price) guest fee product at the till on arrival, or create separate member + guest activities.
• Members-only booking: members whose membership lapses can still log in and book at the default price. Restricting that needs a status such as Lapsed that blocks purchases, set automatically by a data-team script (there is no automatic lapse by default).
• Related: Gladstone Go – Joining Online, Pay-as-You-Go and Eligibility Checks; Group, Junior and Linked Memberships in Gladstone Go.

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