📝 Overview
During periods of high registration traffic, the Customer Portal may briefly display a virtual waiting room before allowing access. This is expected behavior designed to protect site performance and ensure that registrations can be completed without errors or interruptions.
This article covers what customers will see when the waiting room appears, what they should do while waiting, and how staff can request support ahead of a high-traffic registration event.
🚦 Customer Experience
The sections below explain what customers will encounter if the waiting room appears and how to navigate it.
🖥️ What You'll See
Click the arrow to learn what customers see in the virtual waiting room
Click the arrow to learn what customers see in the virtual waiting room
When many customers attempt to access the Customer Portal at the same time, a virtual waiting room places visitors into a secure, first-in, first-out queue. Customers will be redirected automatically once space becomes available and no action is needed on their part.
✍️ Note: The waiting room is powered by Cloudflare. Customers may see Cloudflare branding instead of the usual Customer Portal branding. This is expected and does not indicate an error or that anything is wrong with their account.
Here is what will be displayed on the waiting room page:
You're in Line: The queue is first-in, first-out, so customers who arrived earlier are served first.
Estimated Wait Time: An approximate wait time is shown on the page.
Last Updated Time: A timestamp showing when the page last refreshed.
Automatic Entry: Customers are redirected automatically when space becomes available.
🛡️ Why This Happens
Click the arrow to learn why the waiting room appears
Click the arrow to learn why the waiting room appears
The waiting room is a traffic management tool that activates automatically when the Customer Portal experiences a surge in simultaneous visitors. By queuing customers in an orderly way, it prevents slowdowns and system errors during peak registration periods so that once customers are admitted, pages load quickly and registration completes smoothly.
⏳ What To Do While Waiting
Click the arrow to learn what to do while waiting
Click the arrow to learn what to do while waiting
Allow the page to auto-refresh. The waiting room updates automatically. Customers do not need to take any action under normal circumstances.
Refresh only if the original wait time has passed and the page has stopped updating. Refreshing will cause you to lose your place in line, so only refresh if the estimated wait time has been exceeded and the "Last updated at" timestamp is no longer changing.
Avoid refreshing repeatedly. Refreshing multiple times may affect placement in line. Only refresh if the wait time has clearly exceeded expectations and is no longer updating.
📋 Requesting Rush Registration Support
⚠️ Planning a High-Traffic Registration? Let Us Know!
If you’re expecting a large number of customers to access the Customer Portal at the same time, please notify our team in advance.
Rush registration support is not automatic and must be scheduled ahead of time so we can prepare your site for peak traffic.
Complete the form below to request support:
Click the arrow to learn how to request support for high-traffic events
Click the arrow to learn how to request support for high-traffic events
To request support:
Complete the Rush Registration Support request form using the link below.
Submit the form as early as possible before the high-traffic event.
The support team will confirm your request and take steps to prepare your site.
💡 Pro Tips
⏳ Allow the page to auto-refresh - The waiting room updates automatically. Customers do not need to refresh under normal circumstances.
⚠️ Refresh only if the wait appears stalled - If the time in the queue exceeds the original estimate and the "Last updated at" time is not changing, refresh the page to re-enter the waiting room.
🔁 Do not refresh repeatedly - Refreshing multiple times may impact placement in line. Only refresh if the wait time has clearly exceeded expectations and is no longer updating.
👀 Cloudflare branding is expected - Seeing Cloudflare instead of the Customer Portal branding does not mean something is wrong.
📌 Share this article before a high-traffic event - Sending the link in advance sets expectations and reduces inbound questions during registration.
⛔ Rush registration support must be requested in advance - The waiting room activates automatically during high traffic, but site preparation requires a support request submitted ahead of time.
❓ Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
Click the arrow to view frequently asked questions
Click the arrow to view frequently asked questions
Why am I seeing an unfamiliar page instead of the registration page?
Click the arrow to see the answer
Click the arrow to see the answer
You have been placed in a virtual waiting room due to high traffic on the Customer Portal. The page that appears is expected and does not indicate an error. You will be redirected automatically once space becomes available and no action is needed.
Do I need to refresh the page while waiting?
Click the arrow to see the answer
Click the arrow to see the answer
No. The waiting room refreshes automatically. You only need to manually refresh if the estimated wait time has been exceeded and the "Last updated at" timestamp has stopped changing. Even then, only refresh once.
Will I lose my place in line if I refresh?
Click the arrow to see the answer
Click the arrow to see the answer
Refreshing the page will cause you to lose your place in line. You should wait until the original estimated wait time has passed before refreshing. Only refresh if that time has been exceeded and the "Last updated at" timestamp is no longer changing.
How will I know when I can access the portal?
Click the arrow to see the answer
Click the arrow to see the answer
The waiting room displays an estimated wait time and a "Last updated at" timestamp. When space becomes available, you will be redirected to the Customer Portal automatically and no additional steps are required.
As a staff member, what should I do before a high-traffic registration opens?
Click the arrow to see the answer
Click the arrow to see the answer
Submit a Rush Registration Support request using the form in the Staff & Admin Reference section of this article. This must be done in advance since rush registration support is not automatic and requires preparation time.