Help Center / Agency Administrators
⚙️ Agency Admin Guides
Step-by-step how-to articles for agency superadmin workflows — oversee event programs, govern compliance policies, administer QR operations, and manage access requests.
Event Governance
Requires agency superadmin access
Oversee Agency Event Program
Supervise your agency's event portfolio for quality, readiness, and compliance with operational standards.
Prerequisites
- Signed in as agency superadmin
Steps
1
Open the agency dashboard.
2
Review active events, pending validation counts, and total approved hours.
3
Audit individual event setups for correct capacity, status, and timing configuration.
4
Assign corrective actions to staff where configuration issues are identified.
5
Review your agency profile to confirm the public name, domain, and contact information shown on agency events are accurate — only agency superadmins can edit and save these details.
Common Issues
Metrics appear stale
Refresh the dashboard and verify that date filters are not restricting the view.
Recurring configuration errors
Review staff operational guides and update internal runbooks for your team.
Edit option not visible on an event
Your account may not have edit permission for that specific event. Contact the platform administrator.
New event creation is blocked
Your agency may have reached its active-event limit for your current plan and seat count. Close out completed events, or review your plan on the Billing & Subscription page.
Attendance Governance
Requires event registration manager access
Govern Registrations and Attendance
Oversee event registration throughput, monitor live check-in progress, and confirm attendance completeness after events close.
Prerequisites
- Event registration manager access for agency events
Steps
1
Open the event registration manager.
2
Review registration, waitlist, and attendance states across events.
3
Monitor live check-in progress during active events, using scan or search tools to check attendees in and out.
4
Register walk-up attendees who arrive without a prior registration by entering the email address of their existing account.
5
Confirm final attendance completeness after each event closes, using manual adjustments (with a reason) to correct any missing check-ins or check-outs.
Common Issues
Incomplete attendance records
Reconcile check-in logs against the registrant list and use manual adjustments to correct gaps.
Waitlist confusion
Confirm event capacity settings and that waitlist enablement is configured correctly. Waitlisted registrants are promoted automatically when a spot opens.
Missing check-outs
Use manual adjustment, or direct the volunteer to log their hours manually from their own account.
Registration counts look mismatched
Cancelled registrations remain in the history; filter the attendance table by status to scope to confirmed registrants.
Policy Configuration
Requires eligibility/consent management permissions
Control Eligibility and Consent Baselines
Maintain agency policy integrity for eligibility rules and consent language across all agency events.
Prerequisites
- Event-level eligibility and consent management permissions
Steps
1
Review active eligibility rules per event to confirm they reflect current policy.
2
Confirm consent text and minor age thresholds are current.
3
Publish updated consent versions when policy text changes — registrants who already consented under an older version keep their status, so only new registrations use the updated text.
4
Retire obsolete rules and consent versions to avoid conflicts.
5
For events requiring individual review of every registrant, add a manual-approval rule so registrations are held as pending until approved one by one.
Common Issues
Outdated consent text still active
Confirm the latest version has been activated and older versions are deactivated.
Unexpected participant denials
Validate the eligibility rule operators and threshold values for the affected event. Note that rule changes only apply to new registrations, not existing ones.
Eligibility or consent options not visible
Your account may not have attendance management permission for that event. Contact the platform administrator.
QR Governance
Requires event check-in administration permissions
Administer QR Operations
Ensure event QR operations are secure, correctly configured, and aligned to your agency's check-in workflow design.
Prerequisites
- Event check-in administration permissions
Steps
1
Open QR code management to audit the current QR inventory by event, type, status, and expiry.
2
Confirm the QR type is appropriate for the intended check-in flow — a Student code for individual check-ins, or an Organization code for events with many attendees checking in against a single shared code.
3
Validate Default Hours and Auto-Approve settings on each active code so logged hours match your agency's approval policy.
4
Review scan logs on a code to confirm usage matches expectations.
5
Deactivate QR codes that are expired or no longer required so they can't be scanned by mistake.
Common Issues
Student scan not registering
Confirm the code hasn't hit its expiry window and that the student's device camera has permission enabled.
Stale active QR codes
Deactivate outdated codes and regenerate as needed for upcoming events.
A code was auto-approved but shouldn't have been
Deactivate the code immediately. Hours already logged through it keep their approved status; contact your SDO to adjust if needed.
Error deactivating a code
Refresh the page and try again. If the issue persists, contact platform support.
Validation Governance
Requires access to agency validation queue and history
Supervise Validation Queue
Maintain service levels for agency validation of student-submitted hours by monitoring queue depth and working through pending entries one at a time.
Prerequisites
- Access to the agency validation queue
Steps
1
Open the student hours validation queue.
2
Review the pending count, total pending hours, and how many entries you've validated today.
3
Identify entries flagged as aging backlog (pending more than 14 days) and prioritize them.
4
Validate entries one at a time, optionally adding a comment before confirming — there is no bulk-validate action.
5
Contact the student or their supervisor directly from an entry when you need more information before validating.
6
Confirm downstream status updates are reflected in the student's ledger on the event's detail page.
Common Issues
Aging backlog growing
There is no bulk-processing action on this page — assign additional staff to work through entries individually, prioritizing items highlighted as aging.
Need to reject a submission
There is no Deny action in the agency validation queue. Use the SDO-side approval workflow, or contact platform support.
Queue shows zero pending entries unexpectedly
Your account may not be scoped to the correct agency. Contact the platform administrator.
An entry reappears after validation
The entry may have been edited by the student and resubmitted. Check the entry's method and submission date.
Access Governance
Requires access request visibility for agency domain
Review Access Requests in Agency Scope
Approve or deny pending requests from users asking to join your agency, and coordinate with SDO approvers when a request falls outside your agency's scope.
Prerequisites
- Access request management permission for your agency
Steps
1
Open the pending access requests page — requests are already scoped to your agency's domain.
2
Review each request's requester, email, request type, organization, and submission date, listed oldest first.
3
Approve a request to grant access immediately, or deny it with an optional internal reason for the audit record.
4
Coordinate with the SDO approver when a request is for an SDO organization rather than your agency — agency superadmins can only action requests within their own agency scope.
Common Issues
Request not visible
Access requests are scoped by organization domain — the request may be outside your agency's domain. Contact platform support.
Request pending too long
Escalate to the SDO superadmin or platform administrator if the request is outside your approval scope.
Request seems to reappear after approving or denying
The page does not auto-refresh — reload it to confirm the request was removed from the pending list.
"You do not have permission to manage access requests"
Your account may lack access request management permission. Contact the platform administrator.
Billing & Subscription
Agency superadmin only — not available to agency staff
Administer Agency Billing and Subscription
Review your agency's subscription plan and status, keep your payment method current, and manage seat count so event creation is never unexpectedly blocked.
Prerequisites
- Signed in as agency superadmin
Steps
1
Open Billing & Subscription from the agency administration hub.
2
Review your current plan, subscription status, and (if on a trial) the days remaining before it ends.
3
Update your payment method directly from the billing page when it's expiring or has changed.
4
Review your plan and seat count, and upgrade when you're nearing capacity for active events or need additional features.
5
Confirm the upgrade completed successfully after returning from checkout.
Common Issues
New event creation is blocked
Your agency has reached its active-event limit for the current plan and seat count. Close out completed events, or upgrade your plan or seat count from the billing page.
Write access is blocked agency-wide
Your subscription has lapsed or been cancelled. Renew or upgrade your plan from the billing page to restore access.
Trial ending soon
A warning appears once your trial has 7 or fewer days remaining. Upgrade before it ends to avoid a lapse in access.
Checkout won't start or billing page won't load
Refresh the page and try again. If the issue persists, contact platform support.
Billing page shows "Access Denied"
Only agency superadmins can access Billing & Subscription. Agency staff should ask their agency's superadmin to make billing changes.