# Remove a visitor from the queue

> As a store manager, delete a visitor from the Waiting, In Progress or On Hold view — for example one left over from the day before.

How-to guide · Queue Management › Store managers · Last updated 15 September 2026

URL: https://personalisationhub.com/support-centre/queue-management/remove-a-visitor-from-the-queue/

Sometimes a visitor needs to be taken out of the queue — most often because a staff member forgot to finish serving them the night before and they are still in **In Progress**. A store manager can remove a visitor from any of the 3 views in a few seconds.

## Before you begin

- A Retail Admin sign-in with the Store_Manager role for your store.

## Steps

1. In the left navigation of Retail Admin, select **QUEUEING & APPTS**.
2. Select the view the visitor is in: **Waiting**, **In Progress** or **On Hold**.
3. On the visitor's card, open the options menu (3 dots).
4. Select **Remove from Queue**.
5. When asked to confirm, select **OK**.

> **Warning:** Removal is immediate and cannot be undone. The visitor receives no SMS; if they are still in the store, add them again with [Add a visitor to the queue manually](https://personalisationhub.com/support-centre/queue-management/add-a-visitor-to-the-queue-manually/).

## Verify it worked

The visitor's card disappears from the view. The record remains in [View queue and appointment history](https://personalisationhub.com/support-centre/queue-management/view-queue-and-appointment-history/) with its final **Status**.

## Next step

[Handle visitors with special requests (language or business customers)](https://personalisationhub.com/support-centre/queue-management/handle-visitors-with-special-requests-language-or-business-customers/)

## Related

- [Handle visitors with special requests (language or business customers)](https://personalisationhub.com/support-centre/queue-management/handle-visitors-with-special-requests-language-or-business-customers/)
- [Pick up a visitor from the queue](https://personalisationhub.com/support-centre/queue-management/pick-up-a-visitor-from-the-queue/)
- [View queue and appointment history](https://personalisationhub.com/support-centre/queue-management/view-queue-and-appointment-history/)
- [View store queueing stats and the staff status widget](https://personalisationhub.com/support-centre/queue-management/view-store-queueing-stats-and-the-staff-status-widget/)