--- title: A participant has not received their disclaimer or invite description: Find out why someone on a booking may not have received their disclaimer or invite, and what you and the organiser can do to get it to them. --- [Skip to content](https://help.eola.co/a-participant-hasnt-received-their-disclaimer-or-invite#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 participant has not received their disclaimer or invite ## Find out why someone on a booking may not have received their disclaimer or invite, and what you and the organiser can do to get it to them. If a customer tells you someone in their group hasn't received their disclaimer or invite, it's usually down to how the people on the booking were added. Each person taking part completes their own disclaimer and question pack, so eola needs a name and email address for everyone who is attending. **The organiser is not taking part and hasn't invited anyone** When an organiser books for others, for example a parent, teacher or company contact, they can mark themselves as not participating. Disclaimers go to the people taking part, so until the organiser invites their group, nobody receives one. This applies to bookings from your widget and from eola Marketplace. You can invite the group yourself. Click the session in your calendar, select 'Manage', then 'Edit' on the booking. Choose adult or child, enter the person's name and email address, select 'Invite party member', then 'Apply changes'. See [Invite participants to a booking](https://help.eola.co/invite-participants-to-a-booking?hsLang=en) for the full steps. **The person was added without an email address** If someone on the booking has a name but no email, select 'Add email' next to their name on the session page and their invite will be sent. **The same email address was used for two people** Every adult needs their own email address, as each email belongs to one eola customer. If the email you're adding is already used by the organiser or another attendee on the booking, it can't be added again. Ask the customer for a different address for that person. Children don't need an email: they're added by name with a guardian, and the organiser can be their guardian. **There is a pending invite on the booking** If you can't add an email address to a person on the booking, there may already be a pending invite for them. Contact our team at [**help@eola.co**](mailto:help@eola.co) and we'll be happy to help. **What should I** **check?** - Open the session and check how many disclaimers are signed and how many people still need to be invited - Check each email address for typos, as this is often the reason an email hasn't arrived - Ask the participant to check their spam or junk folder and add noreply@eola.co to their contacts - Resend booking emails from the session: click 'Manage', then 'Comms', choose the email and the customer, then press Send If none of these help, email [**help@eola.co**](mailto:help@eola.co) with the customer's name, the booking date and the participant's details, and we'll look into it for you. **Helpful** **tips:** - Organisers can amend their own booking. They sign in to their eola account and open their booking to remove a wrong email or phone number and add the right one - A warning triangle on a booking in your calendar shows it still has outstanding question packs or disclaimers - Customers with outstanding details get a 'More information required' reminder every 3 days, until 24 hours before the booking - Turn on [Invite via SMS](https://help.eola.co/turn-on-invite-via-sms?hsLang=en) so organisers can text their group a link to complete their own details **Related** **guides** - [Invite participants to a booking](https://help.eola.co/invite-participants-to-a-booking?hsLang=en) - [Edit an activity booking](https://help.eola.co/edit-an-activity-booking?hsLang=en) - [Understand your customer emails and reminders](https://help.eola.co/understand-your-customer-emails-and-reminders?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