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Remind team members that the online booking portal is still accessible on personal devices.
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If you are reporting the issue to Converge, ensure you’ve considered all the above and any steps recommended. Including a screenshot in your communication to Converge will help us internally escalate and repair or resolve the issue faster. |
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Google reCAPTCHA
Information
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The reCAPTCHA is activated on the online booking portal website after the client enters the organisation code and at the point where the client clicks or taps “Check” button to validate the code. It is also activated on the “Sign Up” button which is presented after the code has been validated and the organisation has been selected from the drop down list on the previous step.
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Occasionally a VPN or content restriction within your organisation may block Google reCAPTCHA services. When this occurs, it may result in an active organisation code from not being accepted, however as our portal is customer facing, it will not notify the client of a reCAPTCHA error or VPN/content block and instead notify the client that the code is not working. |
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Try
Try the registration process on a smartphone. If the smartphone is managed or provided by the organisation, a VPN profile may still block the portal. If possible turn off the VPN temporarily while you test the online booking portal to help you further isolate the issue.
Check and Test
Your internal IT team should be able to validate if the reCAPTCHA request has been successful or failed. If a failure has occurred, it may look like this:
| Code Block |
|---|
{
"timestamp": "28-08-2023 06:56:37",
"code": 400,
"status": "BAD_REQUEST",
"message": "reCaptcha was not successfully validated",
"data": null
} |
If your IT team have validated a failure, have them provide the error report like the one above and provide it to Converge when liaising with us to validate the issue.
Consider
Work with your internal IT team to understand if Google and Google reCAPTCHA is both white listed and allowed behind your organisation firewall or VPN. If one or the other is not allowed, consider modifying your internal IT settings or protocols to allow this to occur. You can contact us and we’ll parter with you further to test.
In some instances, older and unsupported browsers may not work correctly or process the reCAPTCHA request - ensure your team are using a modern and up-to-date browser and operating system which supports HTTPS and HTML5.
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Using the Registration Page Timeline pictured further up, help us identify which step number you have been able to reach. |
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If you are reporting the issue to Converge, ensure you’ve considered all the above and any steps recommended. Including a screenshot in your communication to Converge will help us internally escalate and repair or resolve the issue faster. |
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Internal VPN
Information
Your organisation may have an internal VPN installed on devices which can access internal sites. The VPN may or may not allow some or all of the online booking portal site and it’s features.
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If you are unable to alter your organisations' VPN, remember that the Portal and Converge International App are still accessible on your team members' personal device or on their personal computer at home. Irregardless, it’s also advisable for users of the online booking portal to use their personal email address when registering for online booking, to ensure client confidentiality and so they can access services outside of the organisation in their own time.
| Info |
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If you are reporting the issue to Converge, ensure you’ve considered all the above and any steps recommended. Including a screenshot in your communication to Converge will help us internally escalate and repair or resolve the issue faster. |
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