Troubleshooting and FAQ

Find answers to commonly asked questions and solutions to typical issues you might encounter when using EventWaivers.

Overview

This guide provides solutions to the most common questions and technical issues that users experience with the EventWaivers platform. If you don't find your answer here, contact our support team.

Frequently Asked Questions

General Questions

What browsers are supported by EventWaivers?

EventWaivers works on all modern browsers including Chrome, Firefox, Safari, and Edge. For the best experience, we recommend using the latest version of Chrome or Firefox. Internet Explorer is not supported.

Is EventWaivers mobile-friendly?

Yes, EventWaivers is fully responsive and works on smartphones and tablets. The signature pad is optimized for touch devices, making it easy for participants to sign waivers on mobile.

How secure is my data in EventWaivers?

EventWaivers uses industry-standard security practices including:

• End-to-end encryption for all data
• Secure storage of signatures with encryption at rest
• HTTPS for all communications
• Regular security audits and penetration testing
• Compliance with data protection regulations

Can I use EventWaivers for both online and in-person events?

Yes, EventWaivers is designed for both scenarios. For online events, share the portal link with participants in advance. For in-person events, you can set up kiosks or use the check-in tool to verify signatures.

Account and Billing

How do I update my billing information?

1. Go to Organization > Subscription
2. Click "Payment Methods"
3. Select "Update Payment Method"
4. Enter your new payment details

What happens if I exceed my plan limits?

If you approach your plan limits, you'll receive notifications at 80% and 90% usage. When you reach 100%, the system behavior depends on your settings:

• With auto-upgrade enabled, you'll be automatically moved to the next plan tier
• Otherwise, new signature collection will be paused until you upgrade or your billing cycle resets

How do I cancel my subscription?

1. Go to Organization > Subscription
2. Click "Cancel Subscription"
3. Follow the prompts to confirm cancellation Your account will remain active until the end of your current billing period.

Common Issues and Solutions

Signature Collection Issues

Participants can't access my portal

Possible causes and solutions:

• Incorrect URL: Verify you're sharing the correct portal URL
• Portal Expired: Check if the portal end date has passed
• Portal Inactive: Ensure the portal is set to "Active" in settings
• Browser Issues: Ask participants to try a different browser or clear their cache

Signature pad isn't working

Possible causes and solutions:

• Device Compatibility: Some older devices may have issues with the signature pad
• Touch Screen Problems: Clean the screen or try using a stylus
• Browser Permissions: Ensure the browser has permission to use touch events
• JavaScript Disabled: JavaScript must be enabled for the signature pad to work

Email verification codes aren't being received

Possible causes and solutions:

• Spam Filters: Ask participants to check spam/junk folders
• Incorrect Email: Verify the email address was entered correctly
• Email Delays: In rare cases, there might be delays in email delivery
• Email Provider Issues: Some corporate email systems may block verification emails

Portal Management Issues

Can't add waivers to a portal

Possible causes and solutions:

• Permission Issues: Verify you have the correct role (Admin or Owner)
• Plan Limitations: Check if you've reached your plan's waiver limit
• Waiver Status: Ensure the waiver you're trying to add is active and not archived

QR codes aren't scanning properly

Possible causes and solutions:

• Poor Lighting: Ensure adequate lighting for scanning
• Camera Focus: Hold the device steady and allow it to focus
• QR Code Quality: If printed, ensure the QR code is high resolution and not damaged
• Camera Permissions: Grant camera permissions to the browser

Technical Issues

The page is loading slowly or crashing

Possible causes and solutions:

• Internet Connection: Check your internet connection speed
• Browser Cache: Clear your browser cache and cookies
• Too Many Open Tabs: Close unnecessary tabs and applications
• Device Resources: Restart your device if it's been running for a long time

Export is taking too long

Possible causes and solutions:

• Large Data Set: Large exports (1000+ signatures) may take several minutes
• Connection Issues: Ensure you have a stable internet connection
• Browser Timeout: For very large exports, use the scheduled export feature instead
• Server Load: Try exporting during off-peak hours

Contacting Support

If you couldn't find a solution to your issue:

1. Email Support: Send details of your issue to support@eventwaivers.com
2. Live Chat: Available on weekdays from 9am-5pm EST
3. Help Center: Search our extended knowledge base at help.eventwaivers.com
4. Phone Support: Premium plan customers can call our dedicated support line

When contacting support, please include:

• Your organization name
• A detailed description of the issue
• Screenshots if applicable
• Steps you've already taken to resolve the issue

Related

• Creating a Portal
• Public Waiver Signature View
• Managing Subscription Limits