Waitlist offer troubleshooting (member questions)

Open the member's waitlist record to check their position, offer status, deadline, and payment details.

An offer must be accepted and paid by its deadline. If it expired or was declined, the next eligible applicant may receive the place. Do not promise that an expired offer can be restored until you review capacity and the club's waitlist policy.

If the member did not receive an offer email, check the message history and their email confirmation status. Explain the next available action from the record. See How swim club membership waitlists and refundable bonds work.

If your club sets a payment deadline for the joining invoice, a household that has not paid by the end of the due date has its invoice cancelled and its place released. They were emailed a reminder a week and two days before, and a notice afterwards. Check the household's message history to confirm. If they say they paid, look at the invoice: anything they paid is still recorded, and a part-paid invoice is never cancelled this way (managers get a task to decide it). If you cancel such an invoice yourself, the household's place is released at the next hourly check. If you want to give them another chance, use Add to waitlist on the household; they go to the end of the line. See How swim club membership waitlists and refundable bonds work.

First check whether one was ever sent. Making an offer and emailing it are two different things, and the console says which happened.

• "Offer sent" means the email left the club's side. It could still be in their spam folder, or have bounced afterwards.

• A message saying the offer was made but could not be emailed means the offer is real and their place is held, but nothing was sent. The commonest cause is an address that has never been confirmed, which is where every address imported from an old roster starts. A bounce recorded earlier, a suspended account, or a club that is not live yet will do it too.

Either way their clock is running, so act on it.

The text message that follows an offer says "check your email", so it only goes to someone whose offer email went out. A member whose email could not be sent gets no text either: reach them yourself.

If the member can sign in and your club has turned on Let members accept waitlist offers in the member portal (Club → Club info → Member portal), they do not need the email at all: a membership offer is on their Home as Your membership offer, with Accept the spot on it, and a camp offer is on their Camp page under Waitlist. Tell them to accept there. If your club has not turned it on, they use the link.

Open Waitlist, filter to offered, and find the household.

• Replace accept link creates a fresh link and shows it once, without emailing anything. Text or forward it to the member yourself. They do not need to log in first; the link itself signs them in. This is the answer when the club could not email them.

• Resend offer email sends the offer again with a new link.

• Both replace whatever link was in the original email, so if the member says the link in their email fails, do not try to fix the old link. Send a new one.

• If your club uses the Waitlist offer follow-through workflow, its reminder a few days after the offer may come with a View your offer button and a new link. It does only when everyone who got the last link gets the reminder too, and never within a day of a resend, so a resend you just sent keeps working. If the button doesn't work, the link in their offer email still does. After you use Replace accept link, reminders come without a button, so the link you handed over keeps working.

If a resend refuses, saying the household could not be emailed, that is deliberate and nothing changed. The send was blocked again, and rather than retire a link they may still be able to use, the old one was left alone. The message names the reason. Sort that out, by confirming their address, clearing the bounce, or asking for a different address, then try again, or hand them a link with Replace accept link.

The portal only shows the accept button when all of these are true. Check them in this order.

• Your club has turned on accepting in the portal. It is off until an admin turns it on (Club → Club info → Member portal). If it is off, the only way is the link in the offer email, or a new one from Replace accept link.

• The offer is still open. Once the deadline passes, Home says the deadline has passed and a camp row says the time to claim the spot has passed. Neither the link nor the portal accepts an offer after its deadline.

• It is a membership offer or a camp offer. Lap swim and event offers are accepted only from the emailed link. A Programming offer is accepted from the program's own page with Register, or from the link.

• For a camp offer, the camp price can be worked out. If the camper's birth date is missing or no price rule fits, the Camp page shows no Accept button and the row says to check the email; Home lists the spot with "Use the link in your offer email to claim it" and a "See it on the Camp page" button instead of "Review and accept". The emailed page quotes "the regular price" for that spot, and when the family accepts there it either registers the camper or shows the reason ("Add a birth date for {camper} to register for this camp"). So the usual fix is adding the camper's birth date; the link alone will not get past a missing one.

A camp Accept button can be held back with a short "Before you can accept" list. It is waiting on the household's emergency contact (added under Safety info on the Camp page) and, for that camper, the camp waiver for the season. Nothing is signed from the button: the family signs the waiver in the Camp checkup first, or uses the link in their offer email, which lets them sign and accept in one step. The offer stays open and nothing is invoiced while they sort it out.

If the member says the total changed, that is the price check working: the club's price moved after they opened the page, nothing was created, and the page now shows the new total for them to accept again. This happens on the emailed offer page too.

On the emailed camp offer page, a family that still has to sign the camp waiver sees the total on the button ("Sign & accept the spot · $X", or "no charge"), and it accepts at that total. If the price moved after they signed, the page says "Your waiver is signed. The total is now $X, not $Y. Review it and accept again." They do not need to sign again. When the camp registration itself is refused, the page gives the reason in its own words (a missing birth date, a week that is no longer open, a camper outside the week's age range, a camper who is already registered, a week with no price rule that fits). "We couldn't process this offer" is only for something unexpected, so a member who quotes it is worth a second look.

If a member pressed Accept the spot on Home and then the card disappeared, the reason is on Home, in the application section: your club turned accepting in the portal off, or the offer's deadline passed, while the page was open. They can still use the link in the offer email if the offer is open.

If you are looking at a member's portal with View as member, the accept buttons show but refuse with "Changes are turned off", because viewing is read-only. A member's own AI assistant can't accept an offer either; it points them to the club's website.

The banner after a bulk send counts only the households that were actually emailed and names the ones that were not. A named household is in one of two positions, and their row tells you which.

• They were never offered, because the queue moved while the batch was running. They are still waiting, so offer them again.

• They were offered and the email was blocked. Their place is held, so use Replace accept link and send it to them.

It should not any more. The deadline in the offer email and text message is the club's own day, the same one the accept page shows. Offers sent late in the day used to advertise a deadline one day later than the link would honour, so a household could lose a spot on the date the email gave them. If a household says this happened on an older offer, believe them, and treat it as a reason to offer again rather than a rule they broke.