Approve Sign-Ups and Review Onboarding

Two things happen after someone signs up: you approve their account (if approval is on), and you check that their onboarding is complete. Both start from Customers.

Approve new sign-ups

When Require account approval is on in Settings > General, new customers wait for you before they can sign in.

1. Open Customers. A badge on the sidebar item means someone is waiting.
2. Open the sort menu and choose Pending approval first.
3. Click a waiting row to see their email, phone, sign-up date, and answers. A warning shows if they match someone already on your list.
4. Click Approve and confirm, or click Deny and confirm with Deny Signup.

To approve everyone at once, click Approve All.

Instructors can approve customers when they have the Can Approve New Customers permission. Instructor and office admin sign-ups are approved by admins.

Review someone's onboarding

1. Open Customers and click the person.
2. Open the Onboarding section of their profile. It shows how many steps are complete and a status such as Incomplete or Completed.
3. Check each step. Use the Actions menu on a step to view, edit, replace, or upload a file, or mark the step complete or incomplete.
4. Click View all to see every answer in one place, with Copy All and Download PDF.
5. When everything checks out, click Mark complete. If something's missing, click Send reminder.

Upload on someone's behalf

If a customer hands you a paper medical or emails a scan, open the step's Actions menu and choose Upload. The file is saved to their profile as if they uploaded it.

Reminders and notifications

• Send reminder emails them a link to finish. If they haven't created an account yet, the email has a sign-up link.
• Admins get an email when someone finishes onboarding, with a button to open their profile.

Tips

• Turn on Onboarding column in Settings > General to see each customer's status in the Customers list.
• Verify uploaded IDs and medicals from the Documents section. See Verify a Document.

Troubleshooting

• No Approve or Deny buttons. You may not have approval permission, or the person was already approved.
• A document was wrong after you marked onboarding complete. Click Mark incomplete to reopen it, then Send reminder.