If a guest cannot open their waiver, or they are reporting issues with accessing their online/ pre-arrival waiver links, you can find out more here:
Bookings are not being sent to Wherewolf from the Reservation system:
If you suspect that your reservation system is not sending some (or all) your bookings to Wherewolf, you can use the "Search Booking" button in your dashboard, enter the booking ID, and see if the booking arrived with Wherewolf. If you search for a booking and it does not appear here, then the reservation system is not sending that data to us.
Wherewolf didn't send the guest a waiver link email:
If you suspect that Wherewolf didn’t send a waiver link email to a booking, you can also use the “Search Booking” feature to check.
The “Communications Sent” column will list all emails we’ve sent, including any pre-arrival link emails.
Note: If the waiver was not sent then we may not have waivers configured for that activity, or you may not have gone live with your pre-arrival waiver emails and SMS.
The waiver link is invalid, the trip date has passed, or it simply doesn't work:
If the guest received the pre-arrival email but the waiver link doesn't work, this could have been due to an expired/invalid link; for example, if the activity has already passed and the customer is trying to complete a waiver for a tour that has already departed.
Or, it could be due to internet connectivity between their device and our services. Your guests should try opening the waiver link on another device, switching to 4G/ different WiFi network, or simply waiting and hour and trying again.
If you are having issues with any of the above and require further assistance, we're happy to help! Please send the waiver link URL, guest and booking information to our support team so they can investigate further.
Note: the more detail you include the quicker we can identify the issue.