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 at your club before they appear automatically.
• Different contact details: they may have registered with different details than the ones you're searching (email, phone, or name).
• They're a visitor, not a customer yet: if you see a Visitor badge next to a player's name in a booking, it means they're not registered as a club customer. This can happen even if they've been added to a booking or had a payment marked as paid — those actions no longer create a customer profile automatically.

How players become club customers

A player is registered as a club customer when:

• They pay for a booking or activity at your club through the app.
• A manager manually adds them via the New Customer flow in the Customers list.

⚠️ Note: Marking a payment as paid in Playtomic Manager no longer creates a customer profile automatically.

📌 A note on desk payments (cash or card)

Taking payment at the club — cash or card — is not the same as the player agreeing to share their Playtomic details with your club. That agreement only happens through an online payment or by the player accepting your club's Terms & Conditions.

If your club takes most of its payments at the desk, you'll notice new customer profiles arriving without a phone number or other contact details pre-filled. This is expected — nothing has gone missing. It simply means that player hasn't yet shared their Playtomic contact info with your club. Any customers you already had, and any details you've entered yourself, are untouched and remain fully available, including in exports.

Add a player manually 

If a player shows as Visitor in a booking and you want to register them as a customer, you can do so directly from the booking — look for the Add customer option. You'll need to enter their Playtomic email address to link their account correctly.

You can also add them from the Customers list. For detailed steps: 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. Your club can keep editing these details at any time, even if the email later becomes 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 that email later becomes linked to a Playtomic account, the player's own Playtomic details (name, photo, contact info) will appear alongside the customer profile — but only once the player accepts your club's Terms & Conditions (typically by completing an online payment with your club). Until then, those fields stay hidden.

The customer profile itself remains yours: your club can keep editing the details you entered at any time, regardless of whether the player has a linked account.

💬 Need Help?

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