Why can't my guests access their online (pre-arrival) waiver link?

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:

If they didn't receive the automated waiver link, it could be because your reservation system did not send us their data. 

To test this, use the Search Booking tool. 

If they appear in the results of your Search Booking search you can check the “Communications Sent” column to see all emails we’ve sent, including any pre-arrival link emails.

If the waiver was not sent, we may not have waivers configured for that activity, or you may not have gone live with your pre-arrival waiver emails and SMS.

If they don't appear in your search then your reservation system did not send us that booking. 

What if the guest has received a link to the waiver, but they can't open it and complete a waiver?

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.