Why haven't I received an E-Pass or Certificate?

Note: Your organization may, or may not, have e-passes and certificates set up on each add on. If you think you should have received an e-pass or certificate, please contact your organization directly. 

There are a couple of things you should check if you have not received an e-pass or certificate.

• Your organization may not have e-passes and certificates set up on the add on 

• Check that the your software is up to date on your device to open the pass or pdf

• You may not be the manager of the account/ primary contact, and so the pass may have gone to another individual (coach?, parent?) 

• The email may have bounced or be in your junk/ spam folder (see this article for further information) 

If none of the above gives you the answer then you should contact support for further investigation

What if I don’t have a smartphone?

For those members who do not have access to either an iPhone or Android phone, they are not able to use these passes but there is the option for you to set these up as a printable option within the admin panel to cater for all.