Start here when families cannot submit requests from your public class page. It helps you fix the issue without disabling checks that protect safeguarding and trust.
Start with one family report you can follow
Do not start with "the form is broken". Start with one exact case:
- public page URL
- class selected
- age of participant
- step where it stopped
- message shown
- whether a request entry appeared in the queue
This stops guesswork and helps your team avoid random setting changes.
Check in this order
1. Confirm the class page is live
Confirm the page is still published and linked to the correct classes.
2. Confirm the class choice matches age and session
Check age range, class timing, and any attendance type options. Mismatched choices often look like form errors.
3. Check required family details
For under-18 requests, responsible adult details must be complete.
4. If repeated retries fail, ask for a short pause and retry
Repeated attempts in a short period can trigger a temporary pause. Ask families to retry after a short wait instead of rapid resubmission.
5. Check the incoming request list with filters cleared
If the family says "submitted" but staff cannot see it, check queue filters and account selection before assuming data loss.
Practical examples
Term launch evening
Multiple families fail at the same step because one required field is unclear. Team clarifies field guidance and retries on two devices.
Open day traffic spike
Several parents retry quickly and get temporary blocks. Staff give clear retry timing and avoid duplicate manual entries.
Mixed adult and child signups
Adult path works, child path blocks due to missing guardian relationship details. Team keeps checks strict and updates front desk guidance.
Parent reply format that works
Keep replies short and specific:
- Confirm class and step.
- Explain what is missing or blocked.
- Give one next action.
- Give a realistic confirmation time.
This cuts repeat emails and improves trust.
Pitfalls to avoid
- Turning off checks to force requests through.
- Creating manual requests without full details.
- Encouraging repeated rapid retries.
- Testing only from staff sessions and assuming families see the same result.
If you are moving from spreadsheets
Do not run two live enquiry paths for new requests. If Classia public enrolment is live, treat spreadsheet leads as reference only unless you have strict reconciliation.