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Troubleshooting Issues

  • Updated

 

 

I don't see the button to start my game

To see the button to start the checkin process and begin the game, make sure: 

  1. The game is scheduled for today. The button only shows on game day.  If you need to, you can edit the date or remove it altogether. 
  2. You are the Game Lead, and you're logged into that correct user account.  Sometimes users have multiple accounts and login to the wrong one. 
  3. You have submitted your gift and address (if required).  If you are participating in the game, you'll need to submit your gift to see the game table and start the game.  If you've marked the address as "required" for your game, you'll also need to submit that.  If you don't want to play in the game, you can go to the Game Settings Popup > Game Admin tab and uncheck "Game Lead is playing in the game"

 

I can't checkin some players

If a player is on the game, but you can't check them in, then they either must submit their gift, or add their address (if address is required).  Once they've done this, you'll be able to check them in. 

 

 

I started my game and I'm missing players 

This means you forgot to check in participants before starting the game. To fix this: 

FIRST: Click the "Restart Game" Link to reset the game. 

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SECOND: Make sure to checkin participants properly before you begin again: https://support.whiteelephantonline.com/hc/en-us/articles/360057782774-Check-in-Process

 

 

I didn't get the verification email

Make sure to check Spam / Junk folders, as these can get filtered out.  Sometimes your IT department may filter them before they get to you.  You can also request a second verification email.  If you can't seem to get it, we can verify your email for you. 

 

I see a blank White Screen when I login

A blank screen usually means you're using an unsupported browser (e.g. Internet Explorer).  We support Safari, Chrome, Firefox and Edge.  

 

 

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