Sometimes you need to manually change a customer's VIP tier — for example, to reward a loyal customer, lock a tier for a sponsored partner, or fix a mistaken assignment.
This guide shows you how.
How it works
When you manually change a tier, the system applies one of two modes — automatically, based on the direction:
Upgrade (target tier > current) → Floor Protection. The customer is guaranteed not to drop below the new tier, but can still upgrade naturally.
Downgrade or same tier (target tier ≤ current) → Strict Lock. The customer is frozen at the new tier and cannot move up or down.
You pick the target tier — the mode is applied automatically.
Steps
1. Open the customer's profile and click Edit VIP tier.
2. Select the target tier from the dropdown.
3. Enter a reason (required, for your internal records — not shown to the customer).
4. Set options if needed (see options explained below).
5. Click Confirm adjustment. The customer's tier updates immediately.
Adjust VIP tier to
The target tier you want to set. Selecting a tier higher than the customer's current tier triggers Floor Protection; selecting an equal or lower tier triggers Strict Lock.
Issue entry reward (upgrades only)
Grants the entry rewards for the new tier. If the customer skips multiple tiers, all skipped tiers' rewards will be listed below the checkbox.
If the customer has already received this tier's entry reward before and your tier re-entry rules don't allow re-issuing, the checkbox will be disabled with a note explaining why.
Set validity period
Controls how long the adjustment lasts.
Unchecked → The adjustment is indefinite. It stays in effect until you manually remove it.
Checked → Pick an expiration date. The adjustment ends automatically on that date, and the customer's tier is recalculated by your VIP program rules.
You can only pick dates after today — today and earlier are not allowed.
Ending a manual adjustment
A manual adjustment can end in two ways:
Automatically, on the validity period's expiration date.
Manually, by clicking Remove manual adjustment in the customer's adjustment panel. This button is available any time the customer is in an adjusted state.
Either way, the customer's tier is immediately recalculated by your VIP program rules.
Floor Protection vs Strict Lock
| Floor Protection | Strict Lock |
Triggered by | Upgrade | Downgrade or same tier |
Natural upgrade? | ✅ Allowed | ❌ Frozen |
Natural downgrade? | ❌ Blocked | ❌ Frozen |
Entry reward option? | ✅ Available | ❌ Not available |
Activity tracking? | ✅ Continues normally | ✅ Continues normally, but doesn't affect tier |
FAQ
What's the difference between Floor Protection and Strict Lock?
Floor Protection sets a minimum — customer can still go up. Strict Lock freezes the tier — customer can't move at all.
Can a customer under Floor Protection still upgrade naturally?
Yes. The protected tier is the floor, not the ceiling.
Do points and spending still get tracked under Strict Lock?
Yes. Activity is tracked normally — it just won't change the tier while the lock is active. Once the lock is removed, the accumulated activity is used to recalculate the tier.
Can a customer have two adjustments at once?
No. Applying a new adjustment replaces the previous one.
Will the customer get notified?
Yes, if you have tier change emails enabled in your VIP program settings.
Why can't I pick today as the validity date?
The adjustment would expire the same day it's created. Choose tomorrow or later.