Welcome to our latest Clava updates! 🚀

We’ve been hard at work making your daily operations smoother, faster, and easier to manage. From quicker check-ins at the front desk to clearer self-serve screens for your climbers, here is a quick look at everything new and improved in Clava in this release!

Good to know: We won't change your current setup. Any new features start turned Off, so you can turn them on whenever you're ready.

➜ Profile Photos & Digital Cards

• Profile photo options at sign-up: You can ask for a photo when new people sign up, make it a required step, or turn it off.

• Profile photo check for check-in: You can choose to block check-ins if someone does not have a profile photo.

• Profile photos on phone passes: Customer profile photos now show up on Apple and Google Wallet cards. If they do not have a profile photo, a default picture shows instead so check-in still works.

➜ Self-Serve Kiosk & Waivers

• Add family at the kiosk: Climbers can now add family members directly on the self-serve screen without staff help, then sign their waivers right away.

• Clear supervision step: When signing up family, people must now pick Yes or No to "Are you supervising this person?" so no links get missed.

• New look for screens: Check-in and Waiver Kiosk screens now use larger fonts and distinct colors to differentiate them so people do not start on the wrong screen.

• Easier waiver signing: If someone has more than one waiver to sign, after signing one they are taken right back to choose the next waiver to sign. The "All Done" screen only pops up when every waiver is completed.

➜ Emails & Notifications

• Faster booking emails: Booking confirmation emails now send in about 1 minute when staff make a booking by hand.

• Receipt updates: People get a receipt only when they pay. Free bookings get a confirmation note with no receipt.

• Keep admins in the loop: You can now send copies of all member transactional emails to one or more admin email addresses automatically.

• Session Instructor alerts fixed: Instructors will now always get emails when their Instructed Sessions are booked, updated, or canceled.

➜ Reports & Insights

• See remaining passes fast: Passes, Packs, Subscriptions report now shows a "Remaining balance" column (like "3 check-ins left") so you can get insight into customer usage.

• Clearer pass names: Passes, Packs, Subscriptions Report now shows the exact pass and plan names.

• New Customer lifetime value (CLV) insights: Download Customer lifetime value (CLV) reports or view insight charts to see how much different climber groups spend over time.

• Track waiver history: Trails now logs when waivers are signed, paused, or changed.

• Better report downloads: Large file downloads are much faster. If something goes wrong, you get a quick tip on how to fix it (like picking a smaller date range).

➜ Safety Checks & System Fixes

• Skill & age checks for check-in: Staff cannot check someone into an Instructed Session if they do not meet the age rules.

• Fixed card view error: Fixed an issue where old cards stopped staff from opening member accounts. You can now open and fix any card record easily.

➜ Behind the Scenes

This release also includes routine platform versioning and maintenance work. There is nothing to action here, and no change to day-to-day use.

We hope these updates make your week a little bit smoother! As always, thank you for your feedback, which helps us keep tweaking the platform for the better.

Let us know if you need a hand with any of these new updates!

We’ve focused on the self-check-in kiosk, reporting and exports, staff-made bookings, and making membership information easier to trust at a glance.

• Check-in Kiosk Improvements: A set of fixes and refinements to the self-check-in kiosk, covering a check-in failure, late arrivals, date-of-birth entry, the number of taps required, and readability.

• Trail Export (Audit Logs): Trail event history can now be exported, so administrators can download a full audit log for record-keeping and investigation.
• Sales by Title in Insights: A new Insights card shows how many of each pass, pack, and subscription you sold in the selected period, including how many came in through bundles.
• Manual Booking Confirmation Emails: Bookings made by staff now send confirmation emails to the customer, including unpaid group bookings and admin RSVPs.
• Remaining Balances on the Active Passes Report: The Active Passes, Packs & Subscriptions report now shows credits, passes, and sessions remaining alongside each allowance.
• Report Downloads and Large Exports: We’ve restored the download action on the report page, and large exports that previously failed now complete.
• Bundled Memberships in the Active Tab: Active memberships that are part of a bundle now stay in the Active tab on customer profiles.
• Help With Opening Backup Files: The Backups area now tells Super Admins which extraction tool they need for their computer’s operating system.

What’s Updated

➜ Check-in Kiosk Improvements

We’ve made a set of improvements to the self check-in kiosk, based on what operators told us was slowing arrivals down.

Grey screen failure: We’ve resolved the check-in failure caused by a conflict between guest and full account types for the same individual.

Late check-ins: The kiosk now correctly allows late check-ins within the permitted window, with clarifying warning text if someone attempts to check in outside the times you’ve set.

Birth year entry: Date-of-birth entry has been streamlined — the year is now chosen in a single step, with no need to select the century first.

Fewer taps: The kiosk progresses automatically once a selection is made, rather than asking for Continue at every stage. Confirmation is only required at the final step.

Legibility: Font sizes have been increased throughout the interface to improve readability.

Why it matters

The kiosk is the first thing many customers touch when they arrive, usually with people waiting behind them. Anything that stalls — a grey screen, a check-in refused when it should have been allowed, a fiddly date picker — becomes a staff interruption at the busiest point of the day.

A shorter, clearer flow means more customers get themselves through the door unaided, and your team spends less time stepping in to rescue a check-in.

What you should see

• Successful check-ins for people who exist as both a guest and a full account
• Late arrivals able to check in within your permitted window
• Clear warning text when someone tries to check in outside the allowed times
• Year of birth selected in one step
• Automatic progression between steps, with a single confirmation at the end
• Larger, more readable text throughout the kiosk

➜ Trail Export (Audit Logs)

You can now export trail event history directly from the trails page.

Until now, trails could be viewed and filtered in Clava but not taken away with you. This release adds an Export button that builds a Trails report through the same background export queue used elsewhere in the platform, with a progress banner on screen while the file is prepared.

Trail exports are also registered as a new Trails category on the Reports dashboard, so previous exports stay listed and can be downloaded again.

Why it matters

Audit history is what you reach for when you need to answer “who changed this, and when?” — a disputed charge, a membership cancelled unexpectedly, a check-in that shouldn’t have happened, or a question raised weeks after the event.

Being able to download that history means those questions can be answered away from the screen, shared with a colleague or manager, and kept for compliance, insurance, or incident records.

What you should see

• An Export button on the trails listing page
• Searches and filters applied on screen carried through to the export
• A new Trails category on the Reports dashboard, with past exports re-downloadable
• Member, family member, and staff details resolved into readable rows

➜ Sales by Title in Insights

We’ve added a Sales by Title card to the Insights page.

It shows how many of each pass, pack, and subscription were sold in the selected period, how many of those arrived as part of a bundle, and the share of sales that bundles accounted for.

The card follows the Period and Location filters already on the Insights page, and the table on screen can be downloaded as a CSV.

Why it matters

Total membership sales tell you how the month went. Knowing which products people actually buy is what shapes pricing, promotions, and what you put in front of customers next.

Previously this meant exporting membership data and totalling it by hand, which is slow enough that most teams simply didn’t do it.

What operators should see

• A Sales by Title card at the bottom of the Insights page
• Sold, In bundles, and Bundle share figures for each title
• Sortable columns and a CSV download of the visible table
• Figures that follow your chosen period and location

➜ Manual Booking Confirmation Emails

Bookings made by your team on a customer’s behalf now send confirmation emails.

Two cases were being missed: group bookings created by staff as unpaid, where the confirmation was skipped because no order was attached, and participants RSVP’d into an event by an admin, where no notification was sent at all.

Both now behave the same way as a customer booking themselves. Where a booking is unpaid, the confirmation shows a paid amount of 0.00 and the full amount outstanding, along with the balance due date.

Why it matters

When a customer rings up or walks in and your team books them in, they have no record of that booking unless Clava sends one. That leads to missed sessions, repeat calls to reception, and awkward conversations about what was actually booked.

This also matters for money owed. An unpaid manual booking now leaves the customer holding a confirmation that states the balance and when it is due.

What you should see

• Confirmation emails for staff-made group bookings, including unpaid ones
• The organiser notified for each participant an admin RSVPs into an event
• Unpaid confirmations showing 0.00 paid and the full balance due
• Consistent behaviour between staff-made and customer-made bookings

➜ Remaining Balances on the Active Passes Report

The Active Passes, Packs & Subscriptions report now shows how much is left on each pass, pack or subscription.

Three new columns — Credits Remaining, Passes Remaining, and Sessions Remaining — sit next to their existing allowance columns.

Balances are counted from the same credit records used by the member wallet and by check-in and booking consumption, so the report matches what the customer sees. Unlimited memberships show as Unlimited, and columns stay blank where the allowance doesn’t apply.

Why it matters

The report previously told you a customer held a pass, but not whether they could still use it. Answering “has this member got anything left?” meant opening the customer record one by one.

For membership audits, renewal conversations, chasing lapsed customers, or reviewing a busy weekend, having the balance in the report itself removes that round trip.

What operators should see

• Credits Remaining, Passes Remaining, and Sessions Remaining columns
• Balances that match what the customer sees in their wallet
• “Unlimited” shown where a membership has no cap
• No change to how quickly the report runs or exports

➜ Report Downloads and Large Exports

We’ve restored the download action on the report page and improved reliability for large report exports.

Downloading a report from the listing page was returning an error instead of a file. That has been fixed, and downloads work as expected again.

Alongside that, very large exports now complete. Reports such as Orders and Visits over a long date range previously appeared to load for some time and then failed with no explanation, which at busier centres could make it impossible to export even a single month. These are now generated in the background rather than in the browser tab, so the size of the dataset no longer stops the export finishing.

Why it matters

Reports are only useful if the data can actually leave Clava. Reconciling revenue, checking attendance, reviewing memberships, and answering accountants’ questions all depend on getting a complete file out.

What you should see

• Report downloads working from the report listing again
• Large Orders and Visits exports completing where they previously failed
• Long date ranges no longer needing to be broken into smaller exports
• No error when downloading a generated report

➜ Bundled Memberships Stay in the Active Tab

Active memberships that form part of a bundle now remain in the Active tab on a customer profile.

Staff no longer need to look elsewhere to confirm that a bundled pass or subscription is live.

Why it matters

Your team trusts the tabs on a customer profile. If something active appears outside the Active tab, the safe assumption at the desk is that it isn’t usable — which can mean a customer being told to buy again, or a family member being turned away unnecessarily.

What you should see

• Active bundled memberships listed under the Active tab
• A clearer picture of what a customer currently holds
• Less checking between tabs for bundle members and families

➜ Help With Opening Backup Files

The Backups area now explains how to open the file you’ve just downloaded.

Backups download as a compressed archive, and not every computer can open that kind of file without an extra tool. Settings → Misc → Backups now shows helper text that detects the operating system you’re using and names the extraction tool you’ll need for it.

The backup itself is unchanged, as are the seven-day rolling retention and Super Admin–only access.

Why it matters

Super Admins were getting as far as a downloaded backup and then stalling at the last step, unsure why the file wouldn’t open — which is a frustrating place to stop when the reason you took a backup was an audit, a migration, or peace of mind.

Naming the right tool for the machine in front of you turns that into a self-serve step rather than a support ticket.

What you should see

• Helper text on the Backups page explaining how to open a downloaded backup
• Guidance that matches the operating system you are working on
• No change to what the backup contains
• No change to access or retention — Super Admin only, most recent seven days

➜ Behind the Scenes

This release also includes routine platform versioning and maintenance work. There is nothing to action here, and no change to day-to-day use.

What's New

In this release, we’ve focused on improving everyday front-desk workflows, customer profile performance, wallet passes, notes, waivers, and check-in reliability.

These updates are designed to make Clava feel smoother for staff using the platform every day, especially when checking customers in, reviewing profiles, handling waivers, searching notes, and helping families move through your centre more easily.

• Family Wallet Passes: Families can now make better use of Apple and Google Wallet passes, helping speed up check-ins and reduce reliance on a single account holder.
• Family Barcode Search Improvements: Family member codes can be used across customer, check-in, and POS screen workflows.
• Audible Check-in Alert Controls: We’ve added a new global control for check-in sounds, giving operators clearer control over when audio alerts are used.
• Profile Waiver Fixes: We’ve improved how Clava handles incomplete waiver states on customer profiles, reducing confusing profile messages and helping staff understand what still needs attention.
• Faster Wallet Pass Loading: Wallet pass areas on customer profiles now load more smoothly, helping staff access the right information faster.
• Improved Notes Search: Searching customer notes is now easier, helping teams find important information quickly.
• Notes Priority Fix: We’ve corrected an issue affecting priority notes, helping important customer notes appear and behave as expected.
• Clearer Customer Contact Actions: Customer profile headers now include improved email and mail-to actions, making it quicker for staff to contact customers.
• Stock Item Sale Pricing Visibility: Stock item tables, POS menu items, and cart items now show clearer sale pricing indicators.
• Order Page Payment References: Order pages now expose payment intent and customer ID information more clearly for support and reconciliation.

What's Updated

➔ Family Apple & Google Wallet Passes

We’ve expanded wallet pass support for family accounts, making it easier for families to use Apple Wallet and Google Wallet passes during check-in.

Previously, family check-ins often depended heavily on the main account holder. This update helps make wallet passes more useful across family profiles, supporting smoother entry for families and juniors.

Now primary account holders can download and share passes with family members, allowing them to check in without the account holder's pass or device.

Why it matters

For climbing walls with lots of family visits, youth programmes, clubs, and junior sessions, this helps reduce front-desk friction.

Staff can spend less time searching for the right family member or relying on one parent’s barcode, and customers can move through check-in more confidently.

What you should see

• Easier use of wallet passes for family accounts
• Smoother family and junior check-in experiences
• Less reliance on the main account holder being physically present
• A better fit for real-world family visits, where adults and juniors do not always arrive together

➔ Family Barcode Search Improvements

We’ve improved search behaviour, so family member barcodes and member codes can be used across customer search, check-ins, and POS search boxes.

Why it matters

Family and junior visits are a major part of day-to-day climbing wall operations. Staff need to quickly find the right customer, especially when a family account has multiple members attached.

This update helps reduce time spent searching, supports faster check-ins, and makes it easier to serve families where adults and juniors may have separate check-in codes.

What you should see

• Easier searching by family member code
• Faster lookup during check-in and POS workflows
• Less reliance on searching by the main account holder only
• Smoother support for junior and family arrivals

➔ Audible Check-in Alert Controls

We’ve added a new global setting for audible check-in alerts.

This gives operators clearer control over whether sound alerts are used during check-in flows, helping centres decide what works best for their front-desk environment.

You now have the ability to control sound alerts for both front desk admins and self-check-in areas.

Why it matters

Every climbing wall runs slightly differently. Some teams want audible alerts to help staff notice blocked or important check-ins quickly. Others may prefer a quieter front-desk experience, especially during busy classes, parties, or reception-heavy periods.

This update gives you more control over that experience.

What you should see

• Clearer control over check-in sounds
• Better flexibility for different centre environments
• Fewer unnecessary interruptions where audio alerts are not wanted
• More confidence that check-in alerts match your team’s preferred workflow

➔ Profile Waiver Completion fix

We’ve improved how customer profiles show incomplete waiver information.

This update fixes an issue where certain incomplete waiver cases could appear confusingly on a profile, making it harder for staff to understand whether a customer was ready to check in or still needed to complete something.

Why it matters

Waivers are a key part of safe operations, but they need to be clear and easy for staff to interpret.

When a customer is standing at the desk, your team needs to know quickly:

• Is this customer ready to climb?
• Is a waiver missing?
• Which waiver needs action?
• Can this be resolved now?
• This update helps reduce confusion and supports quicker, clearer conversations with customers.

What you should see

• Clearer profile waiver information
• Fewer confusing incomplete-waiver states
• Easier front-desk decision-making
• Better support for safe, compliant check-ins

➔ Faster Pass Performance on Customer Profiles

We’ve improved performance around pass information on customer profile pages.

This should make profile pages feel smoother when staff are reviewing pass details or helping customers access passes.

Why it matters

Customer profiles are one of the most-used areas of Clava. When the desk is busy, even small delays can slow down service.

This improvement helps staff move more quickly when helping customers with passes, check-in codes, or profile details.

What you should see

• Faster loading around pass areas
• Smoother customer profile experience
• Less waiting when helping customers at the desk
• Better support during busy arrival periods

➔ Improved Notes Search

We’ve improved note searching, making it easier to find the information your team has recorded on customer profiles.

This is especially useful where notes are used for customer service, safety reminders, account history, follow-ups, or staff handover information.

Why it matters

Notes are only useful if your team can find them quickly.

For busy operators, this helps staff locate important context without scrolling through long profile histories or missing something relevant during check-in, bookings, or customer conversations.

What you should see

• More reliable customer note searches
• Faster access to important profile history
• Easier staff handovers
• Better visibility of operational notes, reminders, and follow-ups

➔ Priority Notes Fix

We’ve corrected an issue affecting priority notes, so important notes behave more reliably.

Priority notes are designed to help staff notice key information quickly. This fix helps ensure those notes appear as expected and continue to support front-desk workflows.

Why it matters

If a note is marked as important, staff need to be able to trust that it will stand out.

This is especially useful for customer care, safety flags, membership queries, account follow-ups, or anything your team needs to spot before serving a customer.

What you should see

• More reliable priority notes
• Better visibility of important customer information
• Fewer missed notes during busy periods
• More confidence in profile-based staff handovers

➔ Clearer Customer Contact Actions

We’ve improved the top section of customer profiles by making customer contact details more useful for staff.

Email information is now easier to access, with clearer email and mailto actions available from the customer profile header.

Why it matters

When staff need to contact a customer about a booking, membership, payment, waiver, or account query, they should not need to dig through the profile to find the right email address.

This update makes everyday customer support quicker and more direct.

What you should see

• Easier access to customer email details
• Faster follow-up from customer profiles
• Fewer clicks when contacting customers
• A smoother workflow for admin and front-desk teams

➔ Stock Sale Price Visibility

We’ve improved how sale pricing is shown for stock items.

Sale price information is now clearer across stock item tables, POS menu items, and cart items, including a sale price badge where relevant.

Why it matters

If your team is selling stock through Clava, staff need to clearly understand when an item is on sale and what price should be applied.

This helps reduce pricing confusion at checkout, gives staff more confidence when serving customers, and makes promotional pricing easier to manage day to day.

What you should see

• Clearer sale price visibility on stock items
• Sale indicators in POS and cart workflows
• Less confusion around discounted stock pricing
• Better support for retail promotions and offers

➔ Order Page Payment References

We’ve improved the order page by making payment intent and customer ID information easier to access, including a clearer action for viewing payment information where available.

Why it matters

When investigating an order, payment, refund, or support query, staff and support teams often need to identify the customer and payment reference quickly.

This update makes it easier to connect an order to the right payment and customer record, supporting faster investigation and cleaner payment support.

What you should see

• Clearer customer and payment references on order pages
• Faster support for payment-related queries
• Easier reconciliation when checking order details
• Reduced back-and-forth when investigating payment issues

Thanks,

The Clava Team

What's New

In this release, we've focused on smoothing out checkout friction, refining entry controls, and powering up your marketing analytics:

• Fairer US Tax Rounding: Gift card payments now cover exact totals cleanly, eliminating frustrating single-cent leftover balances at checkout.

• Smarter Check-in Waivers: Activity-specific waivers no longer block general facility entry, complete with clearer error messaging to keep entry lines moving.

• Upgraded Self Check-in Kiosk: A refreshed, family-friendly design paired with faster, reliable barcode scanning for effortless customer check-ins.

• Enhanced Meta Pixel & CAPI Tracking: Fixed missing parameters on Purchase events, stabilized AddToCart tracking, and introduced a configurable Lead event for higher-precision ad reporting and ROAS optimization.

What's Updated

➔ US Tax rounding on gift card payments

We’ve improved how we handle US tax rounding when a customer pays with a gift card.

• If a gift card is used to cover an exact total (e.g., $33.30), the platform will now apply the full amount correctly - so customers shouldn’t see a $0.01 remaining balance caused by rounding.
• This helps avoid awkward “one cent left to pay” situations at checkout and keeps gift card balances cleaner and easier to reconcile.

➔ Smarter waiver checks during member check‑in

We’ve refined check‑in logic so instructed session specific waivers no longer block general entry.

• General entry check-ins: Members are only blocked if a waiver required for general entry is incomplete.
• Instructed Session check-ins: Members are blocked if any waiver required for that specific instructed session/activity is incomplete.
• Clearer messaging: When a check-in is blocked, you’ll see which waiver is missing and whether it’s required for general entry or for that class - making it easier to explain next steps to the customer.

➔ Self Check-in Kiosk upgrade

Based on recent operator feedback, we’ve rolled out immediate enhancements to streamline the self check-in process for both staff and customers.

UI & Design Enhancements

• Family-Friendly Interface: Upgraded visual design tailored specifically for family check-ins.

• Simplified Pass Selection: Clearer UI for choosing general entry pass types.
• Streamlined Session Booking: Intuitive layouts for selecting instructed sessions.

• Prominent Alert Messaging: High-visibility messaging that clearly highlights check-in blockers or errors before guests get stuck.

Performance & Reliability

• Rapid-Fire Code Scanning: Optimized scan-processing speeds so back-to-back code scans are captured reliably without dropping checks.

➔ Meta Pixel & Conversion API (CAPI) Optimisation

This release improves Meta tracking reliability for operators running ads by fixing missing/invalid parameters on Purchase events, validating AddToCart tracking, and adding support for a new Lead event (where enabled/configured).

Who this helps

• Operators/marketers: more accurate event data for Meta optimisation and reporting (especially ROAS and value-based optimisation).
• Your customers: smoother purchase flows with fewer tracking-related issues and fewer false “tracking broke” support cases.

What’s improved

1) Purchase event parameter fix (high priority)

Meta was reporting “No Parameters Detected” for some Purchase events. We’ve tightened up event payloads so Meta receives the key parameters it expects.

What operators should see

• Purchase events now consistently include:
• Reduced (ideally eliminated) Meta Diagnostics warnings around missing/invalid parameters.
• More reliable purchase-value reporting and campaign optimisation.

Where this applies

• Drop-in class purchase
• Class booking with saved card
• Membership/pack purchase
• Course booking with saved card
• Event booking with saved card
• POS payment success

2) AddToCart event audit

We reviewed and validated AddToCart tracking to improve consistency across purchase journeys - especially where missing or duplicated signals can skew funnel reporting.

What operators should see

• AddToCart fires more reliably and consistently (no accidental duplicates, fewer gaps).
• Improved confidence in cart-to-purchase funnel metrics in Meta.

3) New Lead tracking event (configurable)

We’ve added support for a Lead event so operators can measure and optimise top-of-funnel acquisition - based on the trigger(s) you choose to treat as a “lead”.

Examples of lead triggers (operator-defined)

• Account creation / registration completion
• Newsletter sign-up
• Contact/request info form submission
• Trial inquiry completion

What operators should see

• Lead appears in Meta Test Events / Pixel Helper when the configured action occurs.
• Designed to avoid duplicates from refresh/re-render behavior.

Operator-facing testing checklist (recommended)

To verify on your instance:

1. Use Meta Pixel Helper and/or Meta Events Manager → Test Events in staging (or a controlled live test).
2. Confirm events fire as expected:
3. Check Meta Events Manager → Diagnostics after ~24 hours to confirm warnings drop and no new critical warnings appear.

Notes / things to be aware of

• If you currently interpret POS purchases as per item vs per transaction, your reporting may differ depending on how your setup is configured (this affects purchase counts/value aggregation).
• Currency/value handling should be consistent across tenants; if your operation runs multiple locations or configurations, verify currency is correct per site.

Big Upgrades to Core Platform Check-In Settings 🚀

We’re dropping a massive update to the core Clava platform designed to reduce front-desk friction, simplify staff workflows, and keep your queues moving - all while giving you razor-sharp control over waiver compliance and safety.

Here is everything you need to know about what’s changing and how to prep your crew.

⚡ The Quick Summary

• Smarter, Targeted Waiver Logic: Waivers now apply to specific individuals, not entire accounts. A parent climbing solo won't be blocked by their child’s unsigned waiver.

• Junior Account Upgrades: Kids get full independent competency controls and their own unique, scannable check-in codes.

• Refreshed Self Check-In Kiosk: A complete UI overhaul aligned with our new Waiver Station, featuring grouped family check-ins and clearer error states.

• Overhauled Check-In Settings: A redesigned settings page that makes it crystal clear how your venue's rules are applied.

• Granular Competency Rules: You choose exactly when competency issues should block a kiosk or admin check-in.

🔍 The Deep Dive

Smarter Individual Waiver Logic

No more "blanket blocking" for family accounts. We’ve rebuilt our waiver logic to reflect how families actually use your venue.

• The Big Win: If a parent creates an account and registers a minor, they won't be forced to sign every single waiver upfront just to check themselves in. Clava will now only prompt for the waivers relevant to that specific booking, person, or visit.
• The Outcome: Fewer automated blocks at check-in, less customer administration, and a massive reduction in manual overrides for your front-desk team.

Independent Competency Controls for Juniors

Safety is paramount, but it shouldn't cause a bottleneck. Junior competency rules and restrictions now trigger consistently across all check-in flows.

• This gives your team precise control over junior safety at the desk or kiosk, without unnecessarily disrupting the adult account holders.
• Note on Migration: Previously, family members shared a single ‘Set Competent’ option. This update automatically migrates and honors that setting under its new name: ‘Competency Override’.

Check-in Codes for Kids

Families don't always arrive or check in together, so a single parent barcode doesn't cut it anymore.

• Every junior profile can now have its own unique, customizable check-in identifier. Parents can download and share these directly from their profile.
• Operational Impact: Faster throughput for families with zero reliance on a parent being physically present.
• Don't want kids checking themselves in? We've introduced a global option to disable self-check-in for junior accounts, keeping you in full control.
• ⚠️ Note: Apple Wallet and Google Wallet passes for junior accounts aren't included in Monday's release, but they are coming very soon!

A Sleeker, Faster Self Check-In Kiosk

We’ve redesigned the Self Check-in kiosk interface, aligning it seamlessly with the recently launched Waiver Station Kiosk.

• Guided Flows: Ultra-clear prompts for barcode scanning, integrated device cameras, or manual lookups.
• Family & Junior Check-in: Accounts with multiple family members can now check in together, and kids can scan their own codes if they meet your entry criteria.
• Fewer Staff Interruptions: Highly intuitive "what to do next" error states allow customers to self-correct without waving down a staff member.
• Session Controls: Improved "reset and start over" and auto-restart behavior ensures the screen is always ready for the next climber in line.

A Major Upgrade to Check-In Settings

Head to Settings → Check-ins to see a vastly upgraded control center:

• Global vs. Local: A new "Global Settings" area separates venue-wide safety rules from kiosk-specific configurations.
• Granular Blocks: Decide exactly which competency and waiver restrictions block self vs. admin check-ins (e.g., blocking a booking if a lead-climb competency check is missing).
• Rule Separation: Implement completely alternative check-in rules for scheduled bookings versus general walk-in entry.

🛠️ Action Plan

To ensure your venue hits the ground running the moment these updates land, we recommend taking a few quick steps on Monday morning:

1. Audit your settings: Head to Settings → Check-ins and ensure the new granular rules align perfectly with your venue's safety policies.
2. Check your kiosk hardware: If you have manual kiosk lookups enabled, please ensure you have a mouse and keyboard attached or are using a touchscreen device.
3. Run some quick tests: Try checking in a few different customer profiles to see the new competency rules in action.
4. Front-desk teams:

• You might see slight changes to check-in flows and blocks.
• Juniors now share the adult competency framework, so ensure these are assigned to junior profiles for a smooth check-in.
• Tell parents that kids' barcodes are now available for download from their online profiles.

📘 A Note on Support Guides: New support guides have been added alongside the update, and Fin is standing by to help answer any questions you might have.

Updated

Insights → Location Visits (Pass visits)

We’ve updated the Location Visit in Insights to more accurately include Pass-type visits in your totals. This should make your visit reporting more complete and better reflect what your front desk/team actually checked in - helping you (and your customers) trust the numbers you’re using for day-to-day decisions and reporting.

Tax account mapping now includes Current Liability accounts (Xero)

We’ve updated the Tax account mapping dropdown to pull in Current Liability accounts from your Xero chart of accounts (not just Liability accounts). This means you can now map VAT (and similar taxes) to the correct account type, helping keep your reporting accurate and avoiding workarounds in the UI.

Smoother Reports, Better Scheduling & UI Polishing

In today’s update, we’ve focused on cleaning up day-to-day friction points - making your reporting more reliable, scheduling more accurate across time zones, and previews more exact. We’ve also laid down some essential foundational code behind the scenes for a major upcoming overhaul to Waivers, the Waiver Kiosk, and Self Check-in.

⏱️ TL;DR: The Big Wins

Cleaner Reports: Fixed product/pricing mapping in Pass/Subscription exports, and added instant "Customer Type" visibility to the Family Report.

Smarter Scheduling: "All-day" space restrictions now use true time overlap (no more false blocks), and a time zone bug causing "one day out" calendar errors has been squashed.

Visual Polish: Waiver previews now perfectly match live formatting, and a duplicate title line was removed from the Bundles widget.

📈 Reports & Administration

Active Passes, Packs & Subscriptions Export

We've restructured this export to make filtering and data analysis much cleaner:

• Fixed Product Mapping: Corrected a bug where pricing options occasionally mapped under the wrong Product Title in CSV/Excel exports.
• Clearer Labels: Refined columns so pricing options and titles are consistently separated, making day-to-day audits effortless.

Reports: Family Report now shows Customer Type per member

You can now see each family member’s Customer Type directly inside the Family Report.

• The Benefit: Your team can instantly verify eligibility, pricing rules, and access permissions without clicking into individual profiles.
• Data Gaps: Any member without an assigned type will display as "Unassigned", making it easy to spot and fix missing data.

🗓️ Space & Schedule Management

"All Day" Space Restrictions (SAM Update)

We’ve upgraded how Space & Availability Management (SAM) handles "All Day" restriction rules to protect your inventory.

• What changed: Instead of treating "All Day" as a single giant block that shuts down the whole day, restrictions are now enforced using true time overlap. A restriction only blocks sessions that actually conflict in time.

• Why it matters: Fewer false blocks on non-overlapping sessions, keeping your schedules open and accurate.

• Buffer protection: Sessions that only touch at the exact boundary - or overlap by 1 minute or less - will not trigger a restriction.

Service Store & Widgets Time Zone Fix

We resolved an issue affecting operators and customers viewing schedules from different regions (e.g., US vs. UK). Class and session dates now display perfectly in the calendar and date picker, completely eliminating the "one day out" display glitch.

🎨 UI & Widget Enhancements

Waiver Preview Realism

The Waiver Preview screen now perfectly mirrors live formatting. Bulleted lists, numbered lists, and nested indentations will look exactly the same in preview as they do when a customer goes to sign. No layout changes are needed on your end; it just renders accurately now.

Bundles Widget Title Clean-up

We removed a duplicate "Membership Bundles" title line that was lingering in the widget creator view. This keeps the Bundles widget visually consistent with the rest of your branded customer-facing tools.

We hope these updates make your week a little bit smoother! As always, thank you for your feedback, which helps us keep tweaking the platform for the better. Keep an eye out for those big Waiver and Kiosk updates coming down the pipeline very soon.

Let us know if you need a hand with any of these new updates!

What's New

Our latest updates give operators significantly more control over household and junior management while streamlining checkout and accounting workflows. Headlining this release is Phase 1 of Junior Account Customer Types, allowing operators to assign specific customer types directly to children's profiles for better data management, paired with a brand-new Family Report for quick parent-child cross-referencing.

Key Highlights

• Junior Account Upgrades: Customer Types can now be applied directly to child profiles rather than just parents, laying the groundwork for upcoming restrictions on courses and subscriptions.
• New Family Report: Easily search for child profiles to view responsible guardians, contact info, and eligibility rules in a single CSV-exportable view.
• POS Age Restrictions: Staff-assisted checkouts now surface clear warnings - with optional checkout blocking - when a purchaser doesn't meet a product's age requirements.
• Enhanced Integrations: Enjoy cleaner GA4 purchase tracking via Google Tag Manager, and smarter dropdown filtering in QuickBooks Online to completely eliminate sync rejections.
• Key Fixes: Resolved issues surrounding multi-session credit packages, auto-renewing discount longevity, and expanded Off-peak settings access to standard staff roles.

What's New

Customer Types for Junior Accounts (Family Members)

This is the first phase of a series of upcoming updates designed to give operators significantly more control over junior accounts. Moving forward, customer types will dictate access to sessions, courses, and our upcoming Clubs feature, as well as allow operators to restrict subscription sales.

Customer Types can now be applied to junior accounts (family members). This means junior profiles can hold the same Customer Type information as adult accounts, rather than relying solely on the parent/guardian’s profile.

Why this matters (for Operators)

• More accurate customer records: You can maintain Customer Types at the level of the person actually participating (e.g., a child in a program), keeping your data cleaner and easier to manage.
• Better support for family account setups: Junior accounts are now first-class citizens for Customer Type management, reducing workarounds and ambiguity when managing households.

Operator impact

• You may see Customer Type options available when viewing or managing junior/family member profiles, not just the primary account holder.
• This change is foundational data support; it’s designed to make junior profiles behave more consistently across the platform.
• Assigning customer types: Visit the parent account and Family, click/tap on the three dots in the first column, and select + Customer Type and assign all required customer types

Notes

No action is required to benefit from this update - junior accounts can now be managed with Customer Types going forward.

Family Report (Reports → Customers)

You can now generate a Family Report to quickly look up a child and see the responsible parent/guardian details alongside key information - making it easier to resolve billing, account, and eligibility questions in one place.

What’s included

• Search for a child using common identifiers (e.g., name / member details).
• View the child’s responsible parent(s) and key contact details.
• See relevant child-level attributes such as competencies and customer type(s).
• Filter by location and status to narrow results.
• Export to CSV to share or work with the same data outside the platform.

Why it matters

• Faster customer support resolution and fewer manual cross-checks between records.
• Clear visibility when a child has no responsible parent listed (or multiple), so you can correct the account as needed.

What's Been updated

POS age restriction checks (warning + optional blocking)

We’ve improved how age-restricted products behave in Point of Sale so it better matches your self-serve Service Store experience.

• Age restriction warnings in POS: When a cart includes an age-restricted product and the selected purchaser/participant is outside the allowed age range, POS will now surface a clear warning showing the affected item(s) and the expected age range.
• Optional checkout blocking (configurable): If enabled in your POS settings, checkout will be blocked until any age-restriction conflicts are resolved (e.g., change the purchaser/participant, remove the item, or choose an eligible product).
• No change to self-serve: The Service Store continues to block ineligible purchases as it does today.

This helps reduce incorrect sales, avoids follow-up refunds/corrections, and keeps rules consistent across your customer-facing and staff-assisted checkout flows.

GA4 purchase tracking on Clava-hosted booking pages (via GTM)

You can now more reliably track completed purchases in Google Analytics 4 using Google Tag Manager on Clava-hosted booking pages. This improves conversion measurement for operators running paid campaigns and helps ensure purchase activity is captured cleanly for reporting and optimisation.

What this means for you

• Better visibility of completed checkouts in GA4
• Stronger conversion signals for Google Ads optimisation
• More consistent ecommerce reporting across your Clava instance

(If you use GTM, confirm your GA4 setup is configured to send ecommerce data from the data layer on the purchase/confirmation step.)

QuickBooks Online Integration Enhancements

We’ve optimized our QuickBooks Online (QBO) and Xero account mapping interfaces to prevent configuration errors and ensure smoother accounting syncs.

What's Changing?

Previously, the configuration dropdowns showed all active accounts, which could accidentally lead to sync failures if accounts requiring extra details (like Customer/Vendor IDs) were selected. We've introduced smarter filters to keep your mappings clean and accurate.

• Filtered General Account Mapping: The general ledger account list now automatically excludes accounts that cause sync failures in aggregated sales journals - specifically Accounts Receivable (A/R), Accounts Payable (A/P), and system-reserved accounts (like Undeposited Funds and Opening Balance Equity).
• Targeted Tax Rate Mapping: When mapping your tax rates, you will no longer see the entire general ledger list. The dropdown is now powered by a dedicated endpoint that isolates only valid liability and tax-paid accounts.

Why This Matters

• Zero Sync Failures: Eliminates QuickBooks sync rejections caused by missing EntityRef attributes or invalid summary journal entries.
• Cleaner Interface: Reduces clutter in your dropdown menus, making it faster and easier to map accounts correctly the first time.

This update is live and automatically applied to your accounting connection settings.

What's been fixed

Multi-session credit package

Fixed an issue in the new multi-participant session booking flow where customers could book a multi-session credit package while only being charged a single credit, even when the session required multiple credits.

This ensures credit usage now matches the session’s required credit amount, helping keep customer balances and reporting accurate in your instance.

Auto‑renewing discount renewals for packs/subscriptions

We’ve resolved an issue where discounts set to apply across multiple (or unlimited) auto‑renewals could stop applying after the first renewal, which could result in customers being charged full price earlier than expected.

Your customers’ renewals should now correctly continue to receive the discount for the configured number of renewals.

Off-peak access now respects Roles & Permissions.

Operators can now manage Off-peak settings based on the roles assigned to staff in your instance - users with the appropriate permissions will be able to access Off-peak without needing Super Admin access.

What's New

Waiver Streamlining, Membership Clarity, and Performance Updates

It’s been a short while since our last product update, but for good reason! We’ve been busy behind the scenes building new features, making critical platform updates, crushing some pesky bugs, and optimizing overall efficiency. This release is all about streamlining your workflows - specifically making waiver management smarter, improving membership cancellation clarity, and cleaning up tracking data.

Here is a breakdown of what has changed and how it impacts your business.

Waiver System Updates

Prevent Duplicate Waiver Assignments for Age-Group Rules

We’ve improved how waivers are assigned when a waiver has multiple age groups configured (e.g., Under 18, 16–17, Under 16). Previously, if a customer matched more than one age group, the same waiver could be applied multiple times.

• What’s changed: A customer will now receive only one waiver requirement per waiver, even if they match multiple configured age groups.

Why it matters:

• Cleaner customer experience: Customers/guardians won't see or be asked to complete the same waiver multiple times.
• Less operator cleanup: Fewer duplicate records to troubleshoot at check-in and in account management.
• Clearer compliance status: Waiver requirements are easier to interpret at a glance.

Guest Booking Waivers (Improved)

We’ve updated waiver behavior for guest bookings to reduce friction for your customers and keep waiver compliance tied to the right people.

• No automatic triggers: If someone books as a guest (and is not yet assigned as a participant), they won’t be prompted to complete waivers during booking.
• Triggered upon assignment: Waivers are now triggered the moment a guest is formally assigned as an attending adult or added as a family member participant.
• No change to standard flows: If someone is booked directly as a participant, waiver behavior remains exactly the same as before.
• Why it matters: Helps bookings go through smoothly without upfront friction, while ensuring legal compliance is still collected the moment participation is confirmed.

Waiver Station: Show Incomplete Waivers Without On‑Demand

We’ve updated the Waiver Station kiosk so it will reliably display any incomplete waiver a customer needs to complete, even when there’s no On‑Demand waiver record on their account.

• The Impact: Customers with a standard outstanding waiver will now be prompted at the Waiver Station, while customers who don't need a waiver won't see unnecessary prompts. Existing On-Demand behavior remains unchanged.

Waiver Station: Clearer “Add Family Member” Step

We’ve updated the copy on the customer sign-up flow so the section asking about adding a family member is now phrased as an optional question (e.g., “Do you want to add a family member?”).

• Why it matters: This helps customers understand they can freely continue without adding anyone, reducing confusion, dropping out mid-flow, and unnecessary front-desk questions.

Memberships & Subscriptions

Clearer Messaging for Scheduled Cancellations

We’ve improved the wording shown when a member has scheduled a cancellation for a future date. Your staff and your customers will now see clearer language that distinguishes between a cancellation that’s scheduled versus one that’s completed.

• What’s changed: Future-dated cancellations now use “Scheduled to cancel on…” or “Cancels on…” phrasing. “Cancelled on…” is strictly reserved for memberships that are already fully terminated.
• Why it matters: This reduces confusion in cases where a membership remains legally active (e.g., due to a notice period or minimum term) but has a future cancellation date set.

Customer Cancellation Requests Within Notice Periods

Operators can now allow customers to submit a cancellation request at any time, even when a notice period or minimum term is configured.

• How it works: When a customer requests a cancellation within their notice window, the platform will automatically schedule the cancellation for the correct future date (e.g., the end of the current billing cycle or minimum term), rather than cutting it off immediately.
• The Experience: Customers will see their exact effective cancellation date during confirmation, and it will be clearly included in their confirmation email. This gives customers autonomy while ensuring your club's billing rules are perfectly enforced.

Bug Fixes & Optimizations

GA4 and GTM Tracking Duplication

• The Issue: We identified a bug where GA4 and Google Tag Manager (GTM) tracking were duplicating certain data, leading to inflated purchase counts and missing transaction IDs.
• The Fix: The GTM purchase event has been fully corrected to ensure clean, accurate, and streamlined data tracking moving forward.

...And a Whole Bunch of Behind-the-Scenes Polishing!

Along with the above, our team has been quietly squashing some smaller, pesky bugs across the platform. While they might not all get their own headline, these little fixes add up to a much smoother, more reliable, and frustration-free experience for your staff and customers day in and day out.

What's New

This release note covers a number of updates and improvements to Clava.

Updated

Bulk Edit - Waitlist

Managing your sessions just got easier. You can now update waitlist settings for multiple sessions at once:

• Toggle Waitlists: Enable or disable waitlists in bulk.
• Set Capacity: Quickly switch between Unlimited waitlists or a Set Limit of attendees for all selected sessions.

Routing Number (US Operators only)

US operators can now add an ABA routing number in Business Settings. The field appears only for US accounts and will be included on invoices and receipts.

Competency-based access control for Civintec door entry self-check-in

What’s new

• You can now optionally restrict Civintec-powered self-check-in door entry based on a member’s competency status.
• When enabled, only members who meet the selected competency requirement can successfully self-check-in at Civintec-controlled doors.

Why it matters

• Improves safety by ensuring self-check-in aligns with your site’s competency policies.
• Reduces front-desk interruptions by making access eligibility clearer and more consistent.
• Makes troubleshooting easier with better visibility into access outcomes.

How it works (at a glance)

• Head to Settings > Integrations > Access Control > Edit - Turn on “Require competency to open this door” in your Civintec door settings.

• On each self-check-in attempt, Clava evaluates the member’s competency status in real time and allows/denies entry accordingly.
• We provide a default Entry Denied email which you can customise by visiting Settings > Transactional Emails > Entry Denied

What your customers will experience

• Members who meet the requirement will self-check-in as normal.
• Members who don’t meet the requirement will be blocked from self-check-in and sent the Entry Denied email with guidance on next steps (e.g., complete an assessment or speak with staff).

Important notes

• This restriction applies to self-check-in only - staff can still override entry when appropriate.
• If the setting is disabled, Civintec self-check-in behaves exactly as it did before.

Need help?

Contact support.

Date of Birth shown alongside Age in Participants

Operators can now see a customer’s Date of Birth (DOB) displayed alongside their age in the Participants list - so staff can quickly confirm identity and eligibility without jumping between screens.

Why this matters

Faster check-in and verification: DOB is often the most reliable confirmation detail, especially when names are similar.

Fewer mistakes: Reduces the risk of selecting the wrong person when multiple customers share a name or similar profiles.

Smoother customer experience: Less back-and-forth at the front desk; quicker service for your customers.

What your team will notice

In participant views where Age is currently shown, you’ll now also see DOB directly underneath/next to Age.

No workflow changes required - this is a display improvement only.

Notes / considerations

DOB visibility follows your existing permission and data-availability rules (if DOB is not on file, it won’t appear).

If you export or report on participant data, this change is purely UI display unless otherwise specified in your reporting tools.

What's New

Manual group bookings (Admin)

Operators can now create manual group bookings for phone bookings, walk-ins, accessibility needs, and “help me book” scenarios.

What’s new

• Create a manual group booking for an existing customer (search and select).
• Create a manual group booking for a guest customer (no full account required).
• Manually add/assign participants (existing or guest) to any group booking - helpful when the person responsible for making the booking has not sent out the RSVP link to all attending participants.
• View incomplete waivers per participant - and now direct guest customers to the new Waiver Station Kiosk to complete any required waivers.
• Audit logging is captured so your team can track which operator created a booking.

Pricing & payment

• You can apply manual discounts / override pricing when needed.
• Payment handling follows the same approach as when a customer makes a group booking today.

What this means for your customers

Customers can still book online as normal. When they can’t (or prefer not to), your team can complete the booking for them while keeping the booking experience and confirmation consistent.

Notes / things to be aware of

• Manual bookings appear in your system the same way as customer-created bookings, with metadata indicating they were created by an operator.
• Guest booking confirmation depends on your existing guest booking setup.

Waiver Station / Kiosk

Waiver Station / Kiosk is a faster, kiosk-friendly waiver signing flow designed for busy front desks and high-volume events. It lets visitors complete waivers quickly (on a shared kiosk or their own phone via a QR code or link) while helping prevent duplicate customer records.

What’s new

• Waiver Station mode (kiosk/tablet-optimised): A touch-friendly flow for front desk waiver stations.
• QR code waiver signing: Visitors can scan a QR code (that you create from the URL) to complete the waiver on their phone (pre-arrival or on-site).
• Guest-style waiver signing (reduced friction): Supports fast waiver completion for one-off visitors (e.g., parties, spectators) without forcing full account creation up front.
• Duplicate prevention support: Helps reduce duplicate records by detecting existing customers where possible during the waiver process.

Why it matters (for your operation)

• Shorter queues at peak times: Use kiosks to keep lines moving when staff are busy.
• Faster group check-in: Helpful for birthday parties and events where waivers aren’t completed ahead of time.
• Better customer experience: A simpler, faster flow that matches US expectations for quick entry.

What your customers will experience

• A streamlined flow designed for ~2 minutes average completion time.
• A clear confirmation when the waiver is completed.
• The option to complete the waiver on their own device via QR (where provided).

Operator setup / action required

• To start using the feature for your venue head to Settings → Locations and generate a new url for the Waiver Kiosk (below self check-in kiosk). For multi-site operators, you will need to generate a unique kiosk url per location.

• If you run kiosk waiver stations, ensure the device is positioned for privacy and has a reliable connection.
• If you want QR codes placed around your facility, decide on locations (front desk, entrance, warm-up area) and print/display them.

Notes & known limitations

• This release focuses on speed and kiosk suitability for the US front-desk workflow.
• If you have waiver edge cases (competitions, large groups, visitor-only days), share them with your Clava contact so we can account for them in follow-ups.

Updated

Insights Dashboard Makeover

The Insights dashboard has a brand-new look and feel! This update introduces a more intuitive interface and powerful new chart features to help you track your data.

What’s New:

• Interactive Charts: Enjoy an upgraded visual experience with fully interactive charts.
• Full-Screen Mode: Expand any chart to full screen for deeper analysis.
• Comparisons: improved and simplified comparisons for Previous Period, Same Period Last Year and custom dates.
• Easy Export: Download your data as high-quality graphics or .csv files, making it seamless to include them in your management reports.

Coming Soon:

We are launching a new range of analytic KPIs. Soon, operators will be able to fully customize their Insights dashboard by choosing which KPIs to track.