Customers are not required to sign the Terms of Service, Privacy Policy, or Xplor Growth waivers to book a reservation but they are required to sign them to be checked into a class. For customers who haven’t completed one of these items before their next class, a tag will appear on their reservation indicating they have not signed one.

The tag looks similar to the user with a credit card issue user tag. The missing documents tag will have a white-filled circle with a colored exclamation mark as shown above and the credit card issue tag will have a colored circle with a white exclamation mark.

When you attempt to check in a customer who hasn’t completed the TOS, Privacy Policy, or Xplor Growth waiver, a pop-up will appear listing the required waiver(s) that are unsigned and will prompt you to Check In or close out of the window

If you check the customer in, the customer will be checked into class but the document will not be acknowledged, meaning the exclamation mark will disappear for this reservation and reappear for their next reservation along with the required waiver warning.

Kiosk Mode

If a customer has a missing waiver and tries to check in via Kiosk Mode, the customer will be prompted to see a studio employee and complete the waiver.

Actions to Resolve

The missing document tag can result from missing Terms of Service and Privacy Policy or Xplor Growth Waiver. Expand the sections to learn more about how to take action to resolve.

Privacy Policy and Terms of Service

When a customer creates their account on your website or mobile app, the user must agree to your Terms of Service and Privacy Policy.

If the customer's account was created by a studio employee, the employee can skip or accept the Privacy Policy and Terms of Service. If skipped, the customer will receive the missing waiver icon.

There are two options to resolve the missing waiver icon for Privacy Policy and Terms of Service:

The customer can log into their account where they will be required to accept. We recommend having a QR code at your front desk that takes customers to the login screen to sign into their account and agree to the terms.
Your studio can provide the customer a physical version and accept the terms on their behalf under Personal Information in their account.

Xplor Growth Waivers

If the customer has accepted the Privacy Policy and Terms of Service and the icon shows, there is a missing Xplor Growth Waiver.

The waiver would have been sent to the customer via email. They can complete the waiver in their email, removing the warning on their reservation. It’s important to note that the email address the customer enters on the waiver, must match the email address on their account within the Mariana Tek platform to sync correctly.

With our Xplor Growth integration for waivers, you can provide the link to customers where they can fill out and sign the waiver in the studio. You can make this link a QR code and keep it at your front desk.

Additionally, you can turn on the option of sending a reminder email, containing the waiver link, to all customers who haven’t signed the required waiver one hour before the next class they are registered for. This will reduce the number of customers who attend class without signing the required waiver.

Additional Scenarios

Here are some additional scenarios that you might run into with missing waivers:

Check-in All Reservations

For livestream classes, the required waiver check on customer reservations still exists which you can override this requirement by leveraging the “Check In All Reservations” option available under the ellipsis at the top of the roster. All customers missing a required waiver will be checked in and the waivers will be marked as unsigned.

For in-person classes, selecting the “Check In All Reservations” option will only check in customers who have signed all required waivers.