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Troubleshooting
Not receiving emails from Kiddo
Summary Kiddo and your center send important email — sign-in links, offers, tour confirmations, and payment requests. If nothing arrives, work through these checks before assuming an account problem. Before you start - Know which email you used on the waitlist application. - Check the same inbox on phone and computer (sync can delay). Steps 1. Check spam, promotions, and filters Search for messages from your center's name or Kiddo. Add the sender to your contacts so future mail is not filtered. 2. Confirm the email on your application Sign in at app.joinkiddo.com and verify Home shows the center you expect. If you applied with a typo, contact the center to update your email. 3. Request a new sign-in link On the Parents login tab, enter your email and request a fresh verification code — see Sign in with email (verification code). Codes expire after a short time; old codes will not work. 4. Wait a few minutes Email can lag during busy periods. Wait 5–10 minutes before requesting duplicate links (too many requests can temporarily slow delivery). 5. Contact the center If offers or document requests never arrive but Home shows the task, the center can resend from their side or confirm which email they have on file. Two kinds of email | From | Examples | | --- | --- | | Kiddo (platform) | Sign-in link, account security | | Your center (via Kiddo) | Waitlist confirmation, offers, tours, documents | Both should arrive at the email on your guardian profile. Centers cannot send to an address you never provided. Common questions I get Kiddo sign-in mail but not center offers Offers send to the email on your waitlist application. Confirm with the center that your address matches and ask them to Resend Offer Email if an offer is active on Home. Can I switch to SMS? Some centers enable SMS for select messages. Email is still used for many actions. Update notification preferences when the center provides them. Should I create a second Kiddo account? Use one email per family. Multiple accounts split your applications. Merge by contacting the center if you signed up twice by mistake. Related articles - In the app: app.joinkiddo.com → Parents - Sign in with email (verification code) - Understand your waitlist status
Common questions about open spots and offers
Summary Answers to frequent questions about open spots, offers, and the handoff to enrollment — for directors and staff managing the waitlist in Kiddo. Open spots and matching What is the difference between the Waitlist tab and Open spots? Waitlist shows every active application at your center. Open spots are specific vacancies you are trying to fill — a classroom, schedule, and start date. When you create an open spot, Kiddo surfaces matched children from the waitlist who fit that spot. Why don't I see any matches on my open spot? Common causes: - No applications yet for that schedule, age group, or location. - Families applied with preferences that do not fit the spot (different schedule or start date). - Applications are Incomplete or Withdrawn. Review filters on Waitlist and confirm your Schedules and Enrollment Priorities match how families apply. See What is waitlist priority and how is it used?. Does waitlist priority guarantee who appears as a match? No. Priority helps sort the waitlist; matching also depends on schedule, age, location, and start date. You can still send an offer to any eligible child from the waitlist when you use row actions on an open spot. Sending and managing offers Do I need an open spot before I send an offer? Yes — offers are tied to spot details (classroom, schedule, start date). Creating or selecting an open spot keeps matches, offer status, and parent notifications in sync. See How to send an offer for an open spot. How long should parents have to respond? You choose Parents have [N] days to respond when you send the offer. Pick a window that matches your center's policy — long enough for families to decide, short enough to release the spot if they pass. What happens when an offer expires? If the family does not accept or decline before the deadline, the offer expires in Kiddo. The spot can go to another matched family. You can send a new offer later if the spot is still open. Can I resend the offer email? Yes. From the child's waitlist profile or bulk actions, use Resend Offer Email when an offer was already sent. Can I send offers to multiple children at once? Yes. On an open spot, select several matched children and choose Make Offer. What do parents see when I send an offer? What your parents see: Families get an email from your center and a card on Home with Accept Offer and Reject Offer, plus the deadline — How to accept an enrollment offer. Go-live, Stripe, and sharing your link Can I share my waitlist link before Stripe is connected? Yes. You can share your waitlist link before Stripe is fully connected. If you charge a waitlist fee, families can still pay at the end of the form — your center receives payouts only after Stripe Connect is complete. Free waitlists can go live without Stripe until you charge enrollment fees later. See Connect Stripe for waitlist fees and payouts. Can I share my waitlist link before the setup checklist is done? Share only when Schedules, Priorities, and your public form message reflect how you want families to apply. Fees and team invites depend on your policies. See the Go-live checklist. Do families see their rank or priority score? No. Families answer your priority questions on the form in plain language. They do not see numeric scores or internal ranking — only status labels like On Wait List (active) or On Waitlist (fallback) on Home. Related articles - How to send an offer for an open spot - Go-live checklist — what to configure before sharing your link - Connect Stripe for waitlist fees and payouts - Share your parent waitlist link - What is waitlist priority and how is it used? - In the app: Waitlist → Open spots
Common questions about waitlist, offers, and sign-in
Summary Quick answers about joining a waitlist, checking status on Home, responding to offers, paying fees, and signing in to Kiddo. Sign-in and account access I did not get the sign-in email Check spam and promotions folders. Wait a few minutes, then select Resend on Check Your Email, or start again from app.joinkiddo.com (Parents tab). Use the same email your center has on file — a typo or different address will not match your application. See Sign in with email (verification code). The verification code says it is invalid or expired Codes expire after a short time for security. Select Resend on Check Your Email for a fresh code, or start again from the login page. Use the newest email if you received more than one. Kiddo says it cannot find my account You may need to finish applying on your center's waitlist link first, or you may be using a different email than the one on your application. Contact the center if you are unsure which email they have. Can I use Google sign-in? If your center invited you with Google, you may see Continue with Google on the login page. Otherwise use your email link. Waitlist and status on Home I do not have a waitlist link — can I still apply? You need the link your center shares (website, email, or flyer) or an invite from the center. Contact them directly if you cannot find it. What does On Wait List mean? On Wait List (two words) means your application is submitted and active. You are waiting for a spot or next step from the center — a tour, continued-interest check, or an offer. On Waitlist (one word) can appear as a fallback when the center updated your application internally — it does not always mean you are still in line. See Understand your waitlist status. Can I be on waitlists at multiple centers? Yes. Home shows a separate card per center. Each center manages its own waitlist and offers independently. I closed the browser before finishing my application Sign in again with the same email and return to your center's waitlist link. Kiddo saves progress when you are signed in. Why did my status change without an offer? Centers sometimes update applications after tours, continued-interest checks, or internal reviews. Check email for details, or contact the center directly. Offers and deadlines How long do I have to respond to an offer? Each offer shows a deadline on Home and in your email. Accept or decline before that date — after it passes, the offer may expire and the spot can go to another family. I missed the deadline — can I still accept? The offer may already be expired in Kiddo. Email the center — they decide whether a new offer is available if a spot is still open. Can two guardians respond to the same offer? Any guardian on the family account can accept or decline while the offer is active. Only one response counts — the first completed action applies. What if I accept by mistake? Contact the center right away. They can help from their side; do not assume the spot is still open if you need to reverse your answer. What happens after I accept? Your status updates to Offer Accepted. The center may ask for enrollment documents or fees next — watch Home and your email. See How to accept an enrollment offer. Payments Why can't I pay the waitlist fee? Your center may not have finished payment setup, or there may be a card error. Try a different card, confirm billing details, or contact the center. See Pay a waitlist or enrollment fee. Is my card information stored in Kiddo? Payments run through Stripe. Kiddo does not store your full card number. I paid but Home still shows Pending Wait a few minutes and refresh. If it still shows Pending or Overdue after about 15 minutes, contact the center with the time you paid. Are waitlist fees refundable? When your center charges a waitlist fee, the form states it is non-refundable. Other fees follow the center's policy — ask them if you are unsure. Related articles - Sign in with email (verification code) - How to join a center's waitlist - Understand your waitlist status - How to accept an enrollment offer - Pay a waitlist or enrollment fee - In the app: app.joinkiddo.com → Home