In some circumstances, you may have contacts going into the ‘Failed Registrations’ System Group and you need to know how to help - to find out how to do this, follow the steps below:
Manage Failed Registrations
Please note - failed registrations can happen for a multitude of reasons but they are caused by contacts not completing the registration process. A registration will be deemed as ‘failed’ 30 minutes after the contact has submitted information but not completed the process.
When a registration fails, the system will record this information on the database, which means if they try to register again using the same first name/email address combination they will receive a message saying that their record already exists.
Step 1: In order to manage a failed registration, you need to ensure your settings are set to your preference. To do this go to ‘Settings’ > ‘Account’.
Step 2: Scroll down to where it says ‘Notification’ and the failed registration setting is the last in the section. You have two options in which you can manage your failed registrations.
Option 1: Delete failed registrations automatically - This option will delete the attempted registration automatically, so the contact can attempt to register again after 30 minutes.
Option 2: Display failed registrations in the ‘Failed Registrations Group’ - have the system copy the contact in to the system group 'Failed Registrations'. From there, administrators can remove contacts, so the user can register again, or, in the case where contacts have completed the registration form (but did not go through the check-out process), approve them.
Step 3: Choose the option that works best for you then scroll back to the top and ‘Save’.
What if a Contact is Already in Failed Registrations?
Step 1: Go to ‘Contacts’ > ‘System Groups’ > ‘Failed registration’.
Step 2: Decide whether you wish to approve the contact or delete the registration attempt.
Step 3: If you wish to delete, tick the contact’s name and hover over the ‘Actions’ icon and choose ‘Delete step 1 of 2’ then follow the steps.
If you wish to approve the contact, tick the contact’s name and click the ‘Approve’ icon to give the contact access to the system. Alternatively, you can use ‘Approve and Move’, if they have selected an incorrect group and you wish to put them in a different one.
Once you have followed these instructions you will have successfully managed your failed registrations.