Customers in Playtomic Manager: common issues & how to solve them

💡This article gathers the most common customer-profile questions in Playtomic Manager: how profile photos work, why a customer may not appear, what to do with duplicate profiles, and how to manage minors; so you can solve them fast and keep things running smoothly.

1) Profile pictures 

Profile pictures are updated in the Playtomic app. Any change will sync automatically to Playtomic Manager. Clubs can’t change customers’ profile pictures from Playtomic Manager; each person (customer or admin) must update their own picture in the app by following these steps:

1. Open the Playtomic app.
2. Go to your profile.
3. Tap Edit Profile.
4. Tap the profile picture.
5. Choose a new photo (camera or gallery) and save.

2) A player is not showing up in the Customers list

If a player doesn’t appear in your Customers list in Playtomic Manager, it’s usually for one of these reasons:

• No bookings yet: they need to have made at least one booking in the app before they show up automatically in your Playtomic Manager.
• Different contact details: they may have registered with different details than the ones being searched (email/phone/name).

Add a player manually (recommended workaround)

Create a new customer using the player’s email. The system will automatically link the account to the player profile in the Playtomic app, as long as you use the same email the customer uses in their profile.

• The phone number can be any number initially; it updates automatically after linking.

For detailed steps, use this guide: How to add, edit, or remove Customers

3) Duplicate customer profiles (multiple login methods)

A player can end up with more than one Playtomic profile if they register or log in using different methods (for example: email & password, Google, or Apple). Playtomic treats each login method as a separate account.

If the player has booked at your club using different profiles, you may see multiple entries for that person in the Customers list in Playtomic Manager.

How to fix it

1. Go to Customers.
2. Delete the duplicate entry that was not manually created.

This can also help if you can’t modify the phone number.

🚨Important: Deleting a customer from Playtomic Manager only removes them from your club database. It does not delete the player’s Playtomic profile. Only the player can delete their Playtomic profile in the Playtomic app, or by contacting Customer Care.

4) Minors: creating and managing customer profiles

Clubs can create customer profiles without a Playtomic account, including for minors. This helps clubs manage bookings for minors directly.

Create a manual customer profile for a minor (no Playtomic account)

1. Go to Customers.
2. Click New Customer.
3. Fill in the required fields:
   • Name
   • Phone
   • Email (if the minor doesn’t have one, use the parent/guardian email according to club policy)
   • Gender
   • Date of birth
4. Save.

This creates a profile managed by the club, editable as long as it isn’t linked to a Playtomic account.

Courses: add a minor as a Family Member

For courses, the minor can be added as a Family Member linked to an adult profile.

1. Go to Customers.
2. Open the adult’s profile.
3. Open Family Members.
4. Add the minor’s details.
5. Save.

Learn more: Kid's Academy & How to enroll kids in a course

Bookings for minors 

Bookings in the app typically require a Playtomic account and online payment. If the minor doesn’t have an account, the club can manage the booking internally in Manager, or the parent/guardian can book on their behalf.

According to Playtomic’s Legal Conditions: https://playtomic.com/legal-conditions

• Users must be at least 18 years old to use Playtomic services.
• Users between 13 and 18 may use the service with parental or guardian consent and supervision.
• Playtomic reserves the right to request proof of age at any time.

What if that email becomes a Playtomic account later?

If the email becomes linked to a Playtomic account later, the profile becomes synchronized and is no longer editable by the club.

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