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The Cash Wallet — what patients see in the app

This article covers the Cash Wallet from the patient's point of view — what they see in the app, how credits arrive, how to top up, and how to spend the balance at checkout.

If you are a clinic owner looking for how to enable the Cash Wallet on a membership plan, set the credit amount, or adjust a patient's balance from the CRM, see The Beauty Bank — how it works. Beauty Bank and Cash Wallet are two names for the same feature — the difference is simply where the name appears. This article uses "Cash Wallet" because that is the label patients encounter most often inside the app.

What the wallet is called in the app​

One thing to be aware of when helping patients locate their wallet: it appears under several different names depending on which screen they are on.

  • On the Home screen and Shop screen, it is labelled with your clinic's name followed by the word Cash — for example, "Riverside Clinic Cash". This is your clinic-branded wallet name.
  • On the Profile screen, under the Membership tab, it appears as the generic label "Cash Wallet".
  • In the info modal that opens from the Shop banner, the heading reads "How Cash Wallet Works".

All of these refer to the same balance. If a patient contacts you confused about where to find their wallet, the most reliable path is via the Profile screen.

Where the wallet appears across the app​

Home screen​

When a patient opens the app and lands on the Home screen, they see a "YOUR BENEFITS" card near the top. This card has two panels side by side:

  • The left panel shows their loyalty points balance and membership name.
  • The right panel shows their [Clinic Name] Cash balance (for example, £50.00), the tagline "Like a gift card for yourself", and an Add Funds + button.

Tapping the ⓘ information icon on the card opens a "Your Benefits Card" sheet, which explains the wallet to the patient in plain terms:

"Think of it like a gift card for yourself. Earned automatically when your membership renews — or top up any time. Apply it at checkout to instantly reduce your total. No codes needed. Your balance never expires."

Tapping Got it closes the sheet.

Shop screen​

At the bottom of the Browse tab in the Shop, a banner shows the wallet name, the tagline "Like a gift card for yourself — top up & save", and an Add Funds button. Tapping the ⓘ icon next to the banner opens a sheet titled "How Cash Wallet Works", which explains three things to the patient:

  • Top up anytime — "Add funds to your wallet and use them like cash at checkout — instantly."
  • Save on every treatment — "Your wallet balance is applied automatically at checkout, no codes needed."
  • Earn credit via membership — "Some membership plans automatically top up your wallet each month."

Rewards screen​

The Rewards screen shows a card labelled with the clinic wallet name. Below the label it reads:

"Earn [Clinic Name] Cash through memberships, shopping, or check-ins — then use it like cash for instant savings!"

An Add funds → link appears below that, which takes the patient directly to the wallet detail screen.

Profile screen — Membership tab​

Tapping Profile in the bottom navigation bar and then the Membership tab shows a compact "Cash Wallet" card at the top of the screen. It displays the current balance — for example, "£50.00 available" — with a chevron indicating it can be tapped. Tapping it opens the full wallet detail screen.

Below the Cash Wallet card is the patient's membership card showing their tier, points, and membership options.

The wallet detail screen​

The wallet detail screen is the main place where patients manage their balance. It is titled with your clinic's wallet name — for example, "Riverside Clinic Cash".

At the top is a large pink card containing:

  • The label Available Balance
  • The current balance in large text — for example, £50.00
  • The tagline: "Earn it through memberships or top-ups — spend it like cash"
  • A + Add Funds button

Below the balance card is a section titled "How [Clinic Name] Cash works" with three bullet points:

  • Earn through your membership — "Each billing cycle, your membership value is credited to your wallet automatically."
  • Or top up anytime — "Add funds directly to your wallet and use them whenever you're ready."
  • Never expires — always yours — "Your balance rolls over every month. Spend it at checkout for instant savings — no codes needed."

Below that is the transaction history (see Reading the transaction history).

tip

The wallet balance never expires. Patients do not need to rush to spend it before a deadline. This is worth communicating when promoting the wallet benefit — it removes the sense of urgency that can make wallet features feel like a pressure rather than a perk.

How credits arrive — notifications​

When a credit is added to a patient's wallet, they receive a push notification. The notification they receive depends on which mode the membership plan uses.

Auto mode​

For memberships set to automatic credit, the notification arrives as soon as the membership payment goes through at renewal:

💰 Your wallet just grew! "Your [Membership Name] has added a credit to your cash wallet."

The credit is available to spend immediately — no action is required from the patient.

Select mode​

For memberships where the patient chooses each month, the notification prompts them to make their choice:

🎁 Choose your monthly benefit "Your [Membership Name] has renewed — use your treatment or bank the credit as cash."

The patient must open the app and actively select either their complimentary treatment or the cash credit. The credit is only added to the wallet if they choose cash. If they choose the treatment, a treatment credit is issued instead.

warning

In Select mode, patients who miss the notification or forget to respond receive neither the treatment credit nor the cash credit for that cycle. If a patient contacts you saying their wallet was not credited despite their membership renewing, check whether their plan is set to Select mode and ask whether they received and responded to the notification.

Topping up the wallet​

Patients can add money to their wallet at any time, independent of their membership. This is called a top-up. They can do this from the wallet detail screen or via the Shop or Rewards screen banners.

How to top up​

  1. From the wallet detail screen, tap + Add Funds. (Alternatively, tap Add Funds from the Shop or Rewards banners.)
  2. The Add Funds sheet opens with the title and a subtitle: "Choose an amount to add to your wallet."
  3. Tap one of the quick-select amounts: £10, £25, £50, or £100.
  4. Alternatively, type a custom amount in the Custom amount field (shown with a £ symbol prefix).
  5. Tap Add Funds to proceed to payment.

The minimum top-up is £10 and the maximum is £1,000 per transaction. This limit is shown at the bottom of the sheet: "Minimum £10 · Maximum £1000."

Payment for a top-up is taken from the patient's saved card via Stripe. The funds appear in the wallet immediately after payment is confirmed.

tip

Top-ups give patients a way to load credit in advance of a large appointment — for example, topping up £200 before a course of treatments. Some patients prefer this to having their card charged at each visit. Mentioning this option during consultations can increase wallet engagement.

Spending the balance at checkout​

When a patient goes to pay for a treatment through the app, their available wallet balance is applied automatically towards the total. They do not need to enter a code or toggle anything — the credit is used at checkout without any extra steps.

The checkout summary shows:

  • Subtotal — the price of the treatment or product before discounts
  • Total — the final amount due, which already reflects the wallet credit applied

If the wallet balance covers the full total, no card payment is taken.

If the wallet balance is less than the total, the available balance is applied first and the remaining amount is charged to the patient's saved card.

Example: A patient has £35 in their wallet. They book a treatment at £120, with a 15% membership discount bringing it to £102. The wallet contributes £35 and the remaining £67 is charged to their card.

warning

The wallet balance is deducted at the point of checkout. If a patient abandons the checkout after the deduction has been processed, the balance may not be automatically restored. If a patient reports a missing balance after a failed or abandoned purchase, check their transaction history and use the Adjust Balance feature in the CRM if a correction is needed. See The Beauty Bank — how it works for instructions on adjusting a balance.

Reading the transaction history​

Below the "How [Clinic Name] Cash works" section on the wallet detail screen, the transaction history lists every credit and debit on the account in reverse chronological order (newest first).

When there are no transactions​

The screen shows a receipt icon and the message:

No transactions yet "Your wallet credits will appear here once your membership renews."

This appears for new members who have not yet had a renewal cycle or made a top-up.

When there are transactions​

Each entry in the list shows:

  • A circular icon on the left — green with a star for credits; red with a gift icon for debits
  • The description of the transaction — for example, "Monthly Membership Credit", "Wallet top-up", or the name of the treatment purchased
  • The date of the transaction
  • The amount, prefixed with + in green for credits or − in red for debits

What each field means​

Available Balance The current amount the patient can spend at their next checkout. This is the live balance — it updates immediately when a credit is added or a payment is made.

+ Add Funds Opens the top-up sheet. The patient can add between £10 and £1,000 using a quick-select amount or a custom amount.

Minimum £10 · Maximum £1000 The limits that apply to a single top-up transaction. These apply per transaction, not per day.

Custom amount A text field where the patient enters any amount within the minimum and maximum limits, if the preset amounts (£10, £25, £50, £100) do not match what they want to add.

Transaction description The reason the credit or debit was created. For membership credits, this typically reads "Monthly Membership Credit" or the membership plan name. For manual adjustments made by clinic staff, it shows the reason the staff entered. For top-ups, it shows "Wallet top-up".

Green entry (+ amount) Money added to the wallet — from a membership credit, a top-up, or a staff adjustment.

Red entry (− amount) Money spent from the wallet — applied at checkout towards a treatment or product.

Common mistakes​

Telling a patient to look for "Beauty Bank" in the app. Patients will not find a screen labelled "Beauty Bank" in the app. The wallet is labelled with your clinic's name followed by the word Cash — for example, "Riverside Clinic Cash". The generic label "Cash Wallet" appears on the Profile screen. If you are guiding a patient over the phone, direct them to the Profile tab at the bottom of the screen, then the Membership tab, where they will see the "Cash Wallet" card.

Assuming Select mode credits are added automatically. In Select mode, the credit only appears in the wallet if the patient actively chooses cash from the notification prompt after their membership renews. A patient on a Select mode plan who does not respond to the notification will not receive any credit that cycle — the system does not add a default or fall-back credit. Always confirm which mode a patient's plan uses before investigating a missing credit.

Assuming a zero balance means the wallet is broken. A balance of £0.00 is normal for a new member who has not yet had a renewal cycle, or for a patient who spent their full balance at checkout. Before investigating, check whether the patient's membership has renewed since joining, and check the transaction history for any recent spend. The transaction history will always show exactly what has come in and gone out.

Expecting the wallet to show a different balance after a cancelled membership. Cancelling a membership does not remove the wallet balance. Any credit a patient has accumulated remains available to spend even after their membership ends. If a patient contacts you saying their wallet is empty after cancellation, this is likely because they spent the balance at checkout, not because the cancellation cleared it. Check the transaction history to confirm.