🛒 Supported on all platforms
💳 Available on Growth, Plus, and Enterprise plans
👤 Accessible to all roles
Customers VIP tiers can be adjusted individually or in bulk using a CSV import. The behavior - such as email notifications and entry rewards - depends on which adjustment method you use.
Adjust VIP tier for a single customer
💡 Important: Customers can only be moved into a higher tier. It is not possible to manually downgrade a customer to a lower tier.
To manually adjust a single customer’s VIP tier:
In Smile Admin, navigate to Customers.
Search for the customer you want to adjust.
Select the customer.
In the VIP card, click Change tier.
Select the new VIP tier.
(Optional) Enter internal notes in the Reason for change field.
Click Change tier.
What happens when you adjust a single customer’s tier
After manually adjusting a single customer's VIP tier, they:
Will receive any entry rewards associated with that tier.
Will receive an email notification, if VIP emails are enabled.
Will see their updated tier in the Smile Panel when logged in.
Adjust VIP tiers for multiple customers
💡 Important: Importing VIP tiers will only adjust the tiers of existing customers moving into a higher tier. It will not create new customers.
To adjust VIP tiers in bulk:
ℹ️ Note: VIP tier names in your CSV must exactly match the tier names in your Smile settings. The text is case-sensitive.
What happens when you adjust tiers via CSV import
When adjusting multiple VIP tiers using a CSV upload, customers:
Will not receive any entry rewards for their new tier.
Will not receive a tier change email notification.
Will see their updated tier in the Smile Panel when logged in.
ℹ️ Note: If your VIP program has never been launched, changes made via import will not be visible until the program is activated. Once active, customers will be placed in the tiers specified in your previous import(s).