--- title: A customer is unable to submit their question pack description: Find out what to check when a customer can't submit or complete their question pack, and how to collect the answers you need before their session. --- [Skip to content](https://help.eola.co/a-customer-is-unable-to-submit-their-question-pack#main-content) English Show submenu for translations ![eola](https://help.eola.co/hs-fs/hubfs/eola-logo-web.png?width=109&height=40&name=eola-logo-web.png) Open main navigation Close main navigation - English Show submenu for translations - [Contact us](mailto:help@eola.co) [Contact us](mailto:help@eola.co) How can we help you? - There are no suggestions because the search field is empty. 1. [Help Centre](https://help.eola.co/?hsLang=en) 2. [Troubleshooting](https://help.eola.co/troubleshooting?hsLang=en) 3. [A customer is having a problem](https://help.eola.co/troubleshooting?hsLang=en#a-customer-is-having-a-problem) # A customer is unable to submit their question pack ## Find out what to check when a customer can't submit or complete their question pack, and how to collect the answers you need before their session. If a customer tells you they can't submit their question pack, or can't find it, there are a few common reasons. Here's what to check so you have the answers you need before their session. **They are a member** Members complete their question pack by signing in to their eola account with their email address. If a member hasn't received the email, go to Products -\> Memberships, find the member and select 're-send email'. **They aren't taking part, or haven't been invited** Each person on a booking answers the question pack for themselves. If the organiser marked themselves as not participating and hasn't invited their group, there's nothing for them to complete. Invite the people taking part so they each receive the pack. See [Invite participants to a booking](https://help.eola.co/invite-participants-to-a-booking?hsLang=en). **The question pack was added after they booked** A question pack is collected from bookings made after you attach it to an activity. For someone who booked earlier, you can collect the details on the day. If you need them before the session, contact our team at [**help@eola.co**](mailto:help@eola.co) and we'll help. **What should I check?** 1. Open the session and select 'View questionnaires' to see who has answered 2. Check the customer's email address for typos 3. Resend the booking email from 'Manage', then 'Comms' 4. If the form keeps loading or none of the above helps, email [**help@eola.co**](mailto:help@eola.co) with the customer's name and booking date and we'll look into it **Good to know** - Bookings that come in through Pitchup don't include your question pack answers - A warning triangle on a booking in your calendar shows a question pack or disclaimer is still outstanding - Customers are reminded every 3 days to complete outstanding details, until 24 hours before the booking **Helpful tips:** - Turn on the shopping basket in Toolset -\> Apps so customers booking several sessions together complete one question pack - Keep your question pack short so it's quick to finish on a phone - Set Mandatory to 'Yes' only for questions you need answered before someone takes part **Related guides** - [Understand who answers your question packs](https://help.eola.co/understand-who-answers-your-question-packs?hsLang=en) - [Create a question pack](https://help.eola.co/create-a-question-pack?hsLang=en) - [Turn on the shopping basket](https://help.eola.co/turn-on-the-shopping-basket?hsLang=en) - [Getting started](https://help.eola.co/getting-started?hsLang=en) - [Activities & products](https://help.eola.co/activities-products?hsLang=en#main-content) - [Activities](https://help.eola.co/activities-products?hsLang=en#activities) - [Access & approvals](https://help.eola.co/activities-products?hsLang=en#access-approvals) - [Pricing & extras](https://help.eola.co/activities-products?hsLang=en#pricing-extras) - [Rentals](https://help.eola.co/activities-products?hsLang=en#rentals) - [Accommodation](https://help.eola.co/activities-products?hsLang=en#accommodation) - [Store items](https://help.eola.co/activities-products?hsLang=en#store-items) - [Resources](https://help.eola.co/activities-products?hsLang=en#resources) - [Bookings & availability](https://help.eola.co/bookings-availability?hsLang=en#main-content) - [Your calendar](https://help.eola.co/bookings-availability?hsLang=en#your-calendar) - [Manage bookings](https://help.eola.co/bookings-availability?hsLang=en#manage-bookings) - [Check-in](https://help.eola.co/bookings-availability?hsLang=en#check-in) - [Payments & payouts](https://help.eola.co/payments-payouts?hsLang=en#main-content) - [Card readers](https://help.eola.co/payments-payouts?hsLang=en#card-readers) - [Invoices](https://help.eola.co/payments-payouts?hsLang=en#invoices) - [Payouts & fees](https://help.eola.co/payments-payouts?hsLang=en#payouts-fees) - [Memberships](https://help.eola.co/memberships?hsLang=en#main-content) - [Set up memberships](https://help.eola.co/memberships?hsLang=en#set-up-memberships) - [Manage your members](https://help.eola.co/memberships?hsLang=en#manage-your-members) - [Vouchers, passes & discount codes](https://help.eola.co/vouchers-passes-discount-codes?hsLang=en#main-content) - [Credit vouchers](https://help.eola.co/vouchers-passes-discount-codes?hsLang=en#credit-vouchers) - [Activity vouchers](https://help.eola.co/vouchers-passes-discount-codes?hsLang=en#activity-vouchers) - [Class passes](https://help.eola.co/vouchers-passes-discount-codes?hsLang=en#class-passes) - [Discount codes](https://help.eola.co/vouchers-passes-discount-codes?hsLang=en#discount-codes) - [Your widget](https://help.eola.co/your-widget?hsLang=en) - [Marketing](https://help.eola.co/marketing?hsLang=en) - [eola Marketplace](https://help.eola.co/eola-marketplace?hsLang=en) - [Reporting](https://help.eola.co/reporting?hsLang=en#main-content) - [Using your reports](https://help.eola.co/reporting?hsLang=en#using-your-reports) - [Payouts & sales](https://help.eola.co/reporting?hsLang=en#payouts-sales) - [Bookings & customers](https://help.eola.co/reporting?hsLang=en#bookings-customers) - [Memberships](https://help.eola.co/reporting?hsLang=en#memberships) - [Integrations](https://help.eola.co/integrations?hsLang=en) - [Your customers](https://help.eola.co/your-customers?hsLang=en#main-content) - [Customer accounts](https://help.eola.co/your-customers?hsLang=en#customer-accounts) - [Customer emails & participants](https://help.eola.co/your-customers?hsLang=en#customer-emails-participants) - [Account & settings](https://help.eola.co/account-settings?hsLang=en#main-content) - [Team & permissions](https://help.eola.co/account-settings?hsLang=en#team-permissions) - [Your policies](https://help.eola.co/account-settings?hsLang=en#your-policies) - [Leaving eola](https://help.eola.co/account-settings?hsLang=en#leaving-eola) - [Troubleshooting](https://help.eola.co/troubleshooting?hsLang=en#main-content) - [I am having a problem](https://help.eola.co/troubleshooting?hsLang=en#i-am-having-a-problem) - [A customer is having a problem](https://help.eola.co/troubleshooting?hsLang=en#a-customer-is-having-a-problem) [![eola](https://help.eola.co/hs-fs/hubfs/eola-logo-web-1.png?width=87&height=32&name=eola-logo-web-1.png "eola")](https://help.eola.co/?hsLang=en) [mailto:help@eola.co](mailto:help@eola.co) Copyright © 2026, eola