Common Troubleshooting: Waivers

Q: A waiver is set up for collecting CC, which is required for my RTP payment plan product, but only the alternate CC profile is being set, not the primary CC profile, which is required for RTP payment plans to work. Help!

A: Make sure advanced waiver functions are disabled for the waiver configured to collect cc, including wet signature (uncheck), HTML capture (uncheck), and custom comment (leave the custom comment field blank).

Q: I’m getting the following error in the checkout 'There was an error receiving your personalization wavier Info Cannot read property "HouseHoldMemberWaivers' of undefined.”

A: This error is typically returned when a product is set up to have a waiver in Aspenware Commerce, but the ‘Requires Assignment’ rule has not been added to the product. Adding the ‘Requires Assignment’ rule according to the Requiring Assignment Configuration Guide should result in this error going away.

Q: I added a waiver to a product, but I don’t see it in checkout when I test it. Why isn’t it showing up?

A: If the waiver Start Effective Date is later than today's date and a product requires a waiver, you may not see the waiver in checkout. To fix this for testing, set the waiver Start Effective Date to today's date or earlier.

Q: Does Aspenware support guests "initialing" at several stages within the waiver?

A: This feature is only available through using 1risk integration.

Q: What if I don't want to collect the waiver in checkout but want to collect it in pre-arrival before the guest arrives?

A: Aspenware supports waiver signing in My Account, and with 1risk, a waiver link can be sent in a confirmation email, but Arrival is the best solution to this flow as it is purposely built for collecting guest information, like waivers, in a pre-arrival flow. Talk to your Aspenware Representative if this is of interest.

Q: Can I hotlist/block access at my gates until a waiver is signed?

A: Yes. Aspenware offers "Auto Hotlist” functionality as part of the Arrival/Resort tools product. This is limited to resorts using RTP|ONE at this time. Please contact your Aspenware Representative if this is of interest.

Q: Can I require a waiver on an add-on product that is assigned to a different person than the core product is assigned to?

A: Yes, this is supported. Ensure that ‘Requires Add-On Assignment’ is added to the Add-On product and that the waiver is assigned to the Add-On product.

Q: A waiver has been assigned to a product, but the chstomer cannot check out. What’s wrong?

A: All products that require waivers should also require assignment or the customer cannot complete checkout. Be sure that the product you are assigning this waiver to has required assignment.