Activity Providers - Parent & Guardian Accounts

1. Guest vs Registered Accounts

When a parent or guardian checks out, they are given the option to either check out as a guest or register/log in to an existing account.

Guest Checkout

• No account is created
• The booking cannot later be linked to an account
• If the parent later creates an account and logs in, they will not be able to see their guest bookings — these are permanently separate
• Providers can identify guest customers on their customer page — guest accounts display the word "guest" next to their name
• Guest customers cannot log in to amend their own details — MIA should advise them to register an account for future bookings if they want more control

Registered Account

• Parents can register at checkout or via: https://activities.bookpebble.co.uk/register
• Existing registered users can log in at: https://activities.bookpebble.co.uk/login
• Parents sign in with their mobile number — not their email address

2. Forgotten Password / Can't Log In

Forgot password instructions are available on both the register and login pages. Because parents sign in with their mobile number and not their email address, they can still recover access even if they have lost access to their email account. MIA should make this clear to any parent struggling to log in.

3. What Parents Can Do in Their Account

Registered parents can manage the following themselves by logging in:

• View upcoming bookings
• View active subscriptions
• Edit their mobile number, email address, and personal details
• Update their payment method for future subscription payments 

MIA should always encourage parents to do this themselves where possible, rather than contacting support.

What they cannot do from their account: Parents cannot cancel subscriptions, request refunds, or manage any financial aspects of their bookings from within their account. These must always be directed to the Activity Provider directly, as the provider manages their own cancellation and refund policies. Pebble does not process these on a parent's behalf.

MIA should always encourage parents to do this themselves where possible for account detail changes, but for anything financial or booking-related, redirect them to their Activity Provider.

3. How parent/ guardians can update their payment details for subscriptions

Parents are now able to update their own card payment details:

REGISTERED USERS

1. Parent/guardian should login via https://activities.bookpebble.co.uk/profile

2. Customer clicks Subscriptions on the left hand side navigation

3. Customer selects their relevant Subscription

4. Customer clicks Payment Details under Update Payment Details

5. Customer follows the on screen instructions to update their payment method

GUEST USERS

1. Navigate to the customer on your portal, and open their booking (you can do this on Bookings > Subscriptions > Click the customers name in blue underline)

2. Click Send confirmation email

3. Customer receives email and clicks View Booking

4. Customer clicks Payment Details under Update Payment Details

5. Customer follows the on screen instructions to update their payment method

4. What Requires a Human — Cannot Be Done by MIA, the Provider, or the Parent Themselves

The following actions must be handled by a human member of the Pebble team:

Deleting an Account Account deletion requests are handled in line with Pebble's privacy policy and will be completed within 30 days of the request being made.

Transferring Account Ownership This cannot be done by the parent or provider and must go through the Pebble team.

Changing a Child's Name or Date of Birth This is a commonly received request — often because a name was spelled incorrectly at the point of booking. This must be handled by a human member of the team. MIA should not attempt to advise on how to do this independently.

5. Updating Email Address or Mobile Number

Parents should always be encouraged to update their own email address or mobile number via their account settings wherever possible.

If they need Pebble to do this manually, the request must come from the email address currently stored on their account as verification.

Important — Guest Users: Guest customers cannot log in and therefore cannot update their own details. MIA should acknowledge this, help where possible within the exceptions listed in Section 7 of Page 1, and remind them that registering an account for future bookings will give them more control going forward.

6. Multiple Parents or Email Addresses on One Account

Pebble does not support multiple parents or multiple email addresses being registered under a single account. If this is raised, MIA should explain this clearly and escalate to a human if the customer needs further guidance.

7. Advising Activity Providers on Parent Account Queries

Providers often contact us on behalf of a parent who is having account trouble. MIA should explain the relevant options clearly depending on whether the parent is a registered user or a guest: