Camp & Class Manager Answers

For security reasons, all of the registration form pages on ACTIVE.com have pre-set time limits for completion. This is because each page contains personal information about a user and any dependents. As such, it is vital that the details on that page become inaccessible if for some reason a registration is abandoned or otherwise left idle.

For a registration form:
There is a time limit of 15 minutes of inactivity for the registration form.

However, there is a “keepalive” function:

As long as a customer is typing, then the keepalive function will keep the session alive.
On the other hand, if a customer walks away from the computer for 15 minutes and hopes to pick up where it was left off, then the time limit will have passed. In that case, a new registration must be started.
The registration session will be time out after 60 minutes which means that the registration will need to be completed within 60 minutes.

If customers cannot get through the registration form before it times out, please assess two aspects of online registrations:

How many questions are on the form?
- A large number of questions decreases the chances a registrant will be able to answer them in a single sitting. Often they will need to find the relevant answers and may not be able to complete all the questions.
- A better option is to create a follow-up or supplemental form for details that are not especially necessary at the point of registration but can be collected at a later date before the camp or program starts. See Setting up follow-up forms and Managing supplemental forms.
How many of those questions are mandatory?
- Camp & Class Manager is not designed for extensive registration forms or various long essay questions.
- Mandatory questions require the system to run a continuous process to ensure they are being answered. This can overload the bandwidth on a long form, often causing server and other registration form errors.

Note: Inventory is only reserved for 15 minutes, so during a high load launch, if someone starts registration and takes a long time (>15 min) when they get to the cart, they will be told there is no longer capacity in that session if it filled up by the time they finish.

TROUBLESHOOTING:
If registrants receive error messages that do not match the criteria above, collect the details needed for technical support to investigate. This includes the customer’s username, browser, date and approximate time, the exact error message (a screenshot is very helpful), and any unique details about the registration. After gathering this information, alert the technical support team so they can trace the issue.

Please see also Checkout form time limits for additional information.

	Article Number	000034660
	Article Type	Article}
	Article Link	https://support.activenetwork.com/camps/articles/en_US/Article/Registration-Form-Time-Limits

Registration Form Time Limits

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