A Waiver Link or Signature Is Not Working
Troubleshoot expired, consumed, misrouted, or blocked waiver signing links and signatures.
Common link issues
The link expired. Send a new waiver link from the member profile.
The link was already used. If the member still needs a current signature, send a new link.
The member already signed the active version. Check the member profile before sending duplicates.
The waiver has no active published version. Publish a version before asking members to sign.
The member is a minor with no guardian email. Add a guardian with a deliverable email and resend.
Common signing issues
Electronic consent was not checked. The signer must accept electronic consent.
No typed or drawn signature was entered. A signature is required.
The typed signature does not match the signer name expected by the signing page.
An orientation video is required and was not confirmed.
The signer is not recorded as the minor's guardian. Update the guardian relationship and resend.
Staff troubleshooting steps
Open the member profile.
Review the Waivers card for signed, pending, expired, invalidated, and resend states.
Confirm the correct waiver name.
For minors, confirm the guardian relationship and email address.
Open the waiver detail page to confirm there is an active version.
Send or resend the correct link.
After signing, refresh the member profile and retry check-in if needed.
Common issues and fixes
Wrong person signed: review the signature detail, correct guardian/member records, and require a fresh signature if needed.
Member says they signed but staff still sees a blocker: check whether they signed a different waiver, old version, or another family member's waiver.
No PDF is available: use the signature detail page for audit details and exact signed text.
Repeated link failures: send a fresh link and ask the signer to open the newest email only.