⚠️ Temporary: Saturday Traffic Limitations
Due to recent site slowdowns, a lower user threshold has been applied across all sites during peak hours. As a result, most customers will encounter the virtual waiting room on Saturdays between 8:00am–5:00pm PST.
This is a temporary but critical measure to keep the platform stable for both customers and admins. The threshold will increase gradually as site stability improves.
A few important things to know:
Wait times displayed to customers have been adjusted to avoid inflated estimates. Average wait times are 1 – 3 minutes.
This configuration applies to all companies. There is currently no option to disable or opt out of the waiting room for a specific company.
Rental search on the Customer Portal may be temporarily disabled during peak windows. Customers will not see a visible change, but rental searches will return no results. This is intentional and protects the admin application during high-volume periods.
📝 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.
No estimated wait time will be displayed. Most customers are through the queue in 1–3 minutes.
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.
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 page has stopped updating. Refreshing will cause you to lose your place in line, so only refresh if 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.
🛠️ Staff Workarounds During High-Traffic Periods
If customers are having difficulty accessing the Customer Portal during peak times, the options below can help keep operations running smoothly while they wait.
️🖥️ Kiosk Page for Account Creation & Waiver Signatures
Click the arrow to learn how to use the Kiosk page as a workaround
Click the arrow to learn how to use the Kiosk page as a workaround
The kiosk page allows customers to create an account or sign a waiver without going through the full Customer Portal login flow. This can be pulled up on a device at your facility or shared with customers via URL or QR code.
To access the kiosk page:
From the admin side, go to the global search and type "Kiosk."
Select the page from the results.
Choose Account Management Kiosk.
You can screenshot the QR code displayed on your kiosk page and print it for customers to scan at your facility.
✍️ Note: The screenshots included are shown using a demo database. Your kiosk page and QR code will reflect your own company's information.
🪪 Member Cards for Check-In
Click the arrow to learn how customers can use member cards for check-in
Click the arrow to learn how customers can use member cards for check-in
Customers can log in to their online account ahead of time and take a screenshot of their member card, including the scannable barcode. This allows staff to check them in even if the Customer Portal is slow to load at the facility.
🔔 Want to learn how customers can access and use their digital member card for check-in? Click the article below for step-by-step instructions.
📋 Printing Check-In Rosters in Advance
Click the arrow to learn how to print rosters ahead of time
Click the arrow to learn how to print rosters ahead of time
Rosters can be printed in advance and used for check-in without requiring real-time portal access. When printing, enable the "Show Customer Barcodes" option so that customers can be scanned in directly from the roster on the admin side.
💡 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.
️ 🖨️ Print rosters before peak windows - Having printed rosters with barcodes on hand ensures check-in can continue smoothly even if portal access is delayed.
🪪 Encourage customers to screenshot their member card ahead of time - This simple step allows staff to scan them in without needing real-time portal access at the facility.
❓ 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 a waiting room on Saturdays?
Click the arrow to see the answer
Click the arrow to see the answer
During peak hours on Saturdays, customers may be placed in a virtual waiting room before accessing the site. This is a temporary measure put in place to keep the site stable and running smoothly for all users during the busiest periods.
Why am I seeing a waiting room if only a few of our customers are trying to register?
Click the arrow to see the answer
Click the arrow to see the answer
The waiting room is triggered by overall system demand, not just activity from your organization. Dash operates on shared infrastructure, meaning high traffic from one or more organizations can affect overall system load. Even if your customer traffic is relatively low, spikes in usage across the broader platform can activate the waiting room to ensure stable performance for all customers.
Why is the waiting room necessary for my customers? We’ve never needed it before.
Click the arrow to see the answer
Click the arrow to see the answer
The waiting room isn't something we can apply selectively. Due to how our member application is currently architected, it has to be implemented platform-wide — meaning customers like you, who aren't driving the demand problem, are impacted equally alongside those who are. We recognize that's deeply unfair, and it's one of the specific things we're committed to fixing.
After the AWS migration, more precise traffic controls are on our near-term roadmap — meaning we'll be able to isolate high-demand events to their own capacity envelope without creating ripple effects across the rest of the platform. That's the permanent fix. In the meantime, we're doing everything we can to reduce wait times broadly while we get there.
What should I expect while waiting?
Click the arrow to see the answer
Click the arrow to see the answer
Most users are through the queue in 1–3 minutes. We recommend staying on the page rather than refreshing, as refreshing may affect your place in the queue. The page will redirect automatically once space becomes available.
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.
Is the waiting room permanent?
Click the arrow to see the answer
Click the arrow to see the answer
No. We are actively working on improvements that will reduce the need for this measure over time. We appreciate your patience as we make these updates.
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.
Why am I not seeing any rental availability?
Click the arrow to see the answer
Click the arrow to see the answer
During peak registration windows, rental search on the Customer Portal may be temporarily disabled to reduce load on the system and protect performance for all users. You will not see an error message, but searches will return no results. This is temporary and rental search will be restored once the peak window has passed.
What should I tell customers who are frustrated by wait times?
Click the arrow to see the answer
Click the arrow to see the answer
Suggested Response:
We're sorry for the concern and inconvenience! Our platform is using a virtual queue to manage the number of users accessing the site at the same time. This ensures the best possible online experience for everyone. Wait times can change quickly as users move through the queue — average wait times are 1–3 minutes. We encourage you to stay on the page and we'll get you in as soon as possible.
Will the AWS migration eliminate the need for the waiting room?
Click the arrow to see the answer
Click the arrow to see the answer
Migrating to AWS will meaningfully improve our ability to scale, but won't instantly resolve everything. As we expand capacity within AWS, our reliance on the waiting room for general traffic management will decrease. Going forward, it will be used more selectively — for example, during high-demand registration windows where traffic control helps ensure a smoother experience when many customers are registering at the same time.
Once the AWS migration is complete, additional stability improvements are planned, including better performance for the Customer Portal, a rebuilt Rentals feature, and more precise traffic controls so high-demand events have a smaller impact on the broader platform.