Troubleshooting and FAQ

Classes and registration#

A class is not showing on my portal. Check that it is Published (not Draft), not cancelled, not a private client class, and that its start time has not passed. Classes drop off the list at their start time. See Classes overview.

Students say registration is "Closed" but the class has not started. You have a Registration cutoff set under Student Portal settings. It applies to every class. See Student Portal settings.

Class times look wrong. Your company timezone is probably not set, or was changed after classes were created. See Timezones.

I changed a class date and nobody was told. Edit Class changes dates silently. Use Reschedule to notify students and reset reminders. See Rescheduling a class.

I cannot delete a class. Delete is refused while Pending or Confirmed registrations exist. Cancel the class (which notifies students) instead. See Editing, cancelling and deleting.

How do a client's employees register themselves for their private class? Publish the private class and send its Copy Registration Link to the company. Everyone who registers through it is added to the roster and attached to the client automatically. See Private registration links.

A class shows Full but the roster has a free seat. A seat is held for someone with an open waitlist offer; the Capacity card says "N held for waitlist". It frees itself when the offer expires, or use Remove on their waitlist row. See Waitlist.

Nobody was offered the seat I freed. Either the waitlist is off, Offer seats automatically is off (use Offer now on the class page), the class is within its registration cut-off, or the people waiting all want more seats than are free. Offer now also works on a full class after a confirmation, if you are happy to go one over capacity. See Waitlist.

A student says checkout keeps asking them to log in or create an account. Require account for registration is on under Student Portal settings. If their email has past registrations but no password, checkout emails them a set-password link rather than letting the form claim the record; once they set it and log in they return to checkout. Turn the switch off to allow guest checkout again. See How student checkout works.

A registration shows Unpaid but the student paid me in cash. Click Mark as Paid (Cash) on the roster. That also issues the receipt. See The class page and roster.

Emails#

A student did not receive their confirmation. Check the email type is enabled under Notifications, the student's address is correct on their profile, and that they are not a client employee with no email (placeholder address). Use Resend Confirmation on the roster. JoinCPR support can check the send log: email info@joincpr.com. See Automatic emails.

Replies to my emails are not reaching me. Set Reply-To Email under Notification settings.

The reminder email went out at an odd hour. Reminders are sent about N days before the class, relative to the class's own start time. Set the days under Notifications.

The View / Print Receipt button in the email does not work. It opens the student's account area, which only exists when Enable student login portal is on. The PDF attachment always works. See Receipts.

Payments#

Students see "Test mode — use card 4242…". Your Payment Mode is Test. Connect a live account and switch to Live Mode. See Connecting Stripe or Square.

Checkout offers "Register (Pay Later)" instead of a card form. No processor is connected in your current mode, or the connected one is not the active processor.

A refund fails with a Stripe or Square error. Make sure you are in the same mode (test or live) the payment was taken in, and that the connection is still active. See Refunds.

Domains and website#

My custom domain is stuck on Pending. Wait a few minutes and reload. If it stays pending, confirm the CNAME points to app.joincpr.com and, on Cloudflare, is set to DNS only (grey cloud). See Domains.

I changed my subdomain and my website embed broke. Re-copy the snippets from Settings → Embed; they now use the new address. See Embedding.

Students and certificates#

A student cannot log in. Student login must be enabled under Student Portal settings. Guests who never set a password should use Forgot password or Create your account, which emails them a link to claim their records. See Student accounts.

No certificate was issued. Certificates are issued when a student is marked Pass (Evaluation column, Mark All as Passed, or Mark Complete), never for Fail or Incomplete. Check the evaluation and the course's certification validity. The expiry then appears on the Certifications page and the student's profile. See Certifications.

There is no Print button on a certification. The course is set to "A certifying body issues the card", so the provider's card is the document and JoinCPR only keeps the record. Record the card number on the certification page. To print JoinCPR certificates for a course, edit the course and set Certification issued by to "We issue our own certificate". See Certifications.

The printed certificate has no QR code. That is expected. Share the verification address your-portal/verify/{number}. See Certificate verification.

A student did not get a keycode. Only portal checkouts assign codes automatically, and only when the bank has stock. Send it from Pending Assignments on the Keycode Banks page. See Keycode banks.

Account#

Everything redirects to Billing. Your trial ended or a payment failed and the grace period ran out. Subscribe or update the card to reopen. See Billing.

An instructor cannot see a class. Instructors only see classes they are assigned to. Edit the class and tick them under Instructors. See Instructor portal.

I need to give a staff member more or less access. Change their role under Staff & Instructors. See Roles and permissions.