Why a Passport Will Not Stamp

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At a glance

The Stamp Passport button is grayed out and a yellow Stamping Blocked banner appears above it, listing one or more conditions that are not yet met. This article walks you through addressing each of the three possible blockers in the order the banner presents them, plus the handful of edge cases where the button stays grayed out even when the conditions look complete.

Before you start

Gather the following before working through the diagnostic steps:

1. Open the team member's Passports tab and the specific passport that will not stamp.
2. Scroll to the bottom of the passport detail view so you can see the Stamping Blocked banner and the disabled Stamp Passport button.
3. Know who the current rater is (you, or another leader who may have rated earlier).

Estimated time: three to ten minutes depending on which blockers apply.

Steps

1. Read the Stamping Blocked banner to identify which of the three conditions are blocking. The banner lists each unmet condition on its own line. The three possible blockers are: all items must be 100% completed, the team member must have a rating for the passport, and that rating must be 3 or higher.
2. If the banner shows All items must be 100% completed, scroll up and find every incomplete item. Short Answer fields with no text entered count as incomplete. Checkbox items that are unchecked count as incomplete. Dropdown items still reading Not Started count as incomplete. Linked quizzes that have not been taken count as incomplete. Complete each incomplete item so the banner line disappears.
3. If the banner shows [name] must have a rating for [passport], scroll to the rating section and enter ratings for each category. See Rate a Team Member in a Passport for the full rating workflow. A Comment only rating does not count as a rating for stamping purposes, so choose Override or Average mode to enter a scored rating.
4. If the banner shows [name] must have a qualified rating of 3 or higher, the current rating is below the 3.0 threshold. You have two options. Option one: coach the team member on the weak categories, have them train further, and re-rate when they have improved. Option two: if you believe the rating should be higher than what Average mode is producing (for example, because a prior Average-mode session pulled the number down), switch to Override mode and enter a rating that reflects your current assessment.
5. After addressing each banner line, the banner should update to remove the resolved condition. If all three conditions are cleared but the Stamp Passport button is still grayed out, refresh the page. The UI occasionally lags behind the data, and a refresh forces it to re-check the conditions.
6. If the button remains grayed out after a refresh and the banner is gone, confirm you have permission to stamp passports. A user without stamp permission sees the button but cannot activate it. [VERIFY: confirm whether the UI shows a different visual state (for example, a tooltip or additional message) when the blocker is a permission issue rather than an unmet condition.]
7. You should now see the Stamp Passport button active (not grayed out). Click it and the passport should turn green with today's date as the Completed date.

Video

Video coming soon.

Common gotchas

The Short Answer field looks filled in but the banner still says items are incomplete.

Fields with only whitespace characters (spaces, tabs, line breaks) can count as incomplete even though they appear to have content. Click into each Short Answer field and confirm there is real text. If there is whitespace only, type actual content and save.

The quiz item links to another page but I don't see a completion indicator.

Quiz items typically need to be opened and submitted before they register as complete. If the hyperlinked quiz has not been taken, the linked page will capture the team member's answers. Confirm the team member has completed the linked quiz end-to-end.

I rated but the rating section still shows No Score.

Make sure you chose Override or Average mode (not Comment only). Comment only records a note without setting a score, which means stamping still sees the passport as unrated.

The rating is 3.0 exactly but the banner still says the rating is below 3.

Stamping requires "a qualified rating of 3 or higher," which means 3.0 and above should qualify. If a rating at exactly 3.0 is being rejected, that is likely a floating-point or rounding edge case. Re-rate with a slightly higher value (for example, a category that was 3 stars becomes 4 stars) to clear the threshold, or submit a support ticket so the behavior can be confirmed.

I used Reset Passport and now stamping is blocked again.

Reset clears item progress, so the items must be re-completed before stamping. The prior rating may still be recorded depending on Reset behavior. [VERIFY: confirm whether Reset Passport clears the rating alongside items, or only the items.]

The team member completed items on their own device but I don't see the completion.

App state caches per session. Ask the team member to confirm they saved their answers. Refresh your view after they confirm. If the items still show incomplete, the team member may have been signed into a different store or session.

Two managers are rating the same team member and the ratings are fighting each other.

Ratings are per-rater. Each manager's Average mode averages their own prior ratings only. The visible overall rating on the Passports tab reflects [VERIFY: exact calculation across raters.] If two raters need to align, agree on a rating and both use Override mode with the same score.

Related articles

1. Stamp a Passport (How-To Guides)
2. Rate a Team Member in a Passport (How-To Guides)
3. Start a Passport for a Team Member (How-To Guides)
4. Request a Permission Change (How-To Guides)

Still stuck

If the Stamp Passport button remains grayed out after all banner conditions are cleared and a page refresh, or if the banner is not updating as you resolve conditions, submit a support ticket and include:

1. Your store number.
2. The name of the team member.
3. The name of the passport.
4. A screenshot of the passport detail view showing the Stamping Blocked banner and the current item and rating state.
5. The rating mode you used most recently (Override, Average, or Comment only).
6. What you expected to happen versus what happened.

Support typically responds within one business day.

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Pre-publish checklist status

34 98d8f3b4-5843-4993-8577-b0c7dc3925a7 complete All seven sections filled.

35 08f9a9ae-8181-49d0-8de6-4a33a51caff0 complete Final step is a confirmation step.

36 eb7e0641-99a5-4bbb-bdd8-705fff0e36c1 complete No em dashes.

37 7adb429f-3fa3-470b-a512-71460eb6f8e9 complete No hedge words.

38 b201f5c2-edfb-4a7d-9aea-00c6abb681cc complete Role references are permission-based, not role-name-based.

39 32e93813-cace-4934-9d31-e1e319e0144e complete Step count within the seven-step guidance (seven is appropriate here because the banner reduces diagnostic surface compared to the Checklists Not Appearing article).

40 6d6bec16-668f-4bc2-9f8d-aec5d1bd669c complete Navigation path verified against a real store on Alpha.

41 376aa92d-f2c2-4f9d-8bff-1c252d667c24 complete No real store numbers or names in body or metadata (April 24 privacy pass).

42 5e8e718e-1ddf-4a8f-9f66-83e8e310694d incomplete UI verified against Production before publishing.

43 5e174f8b-b0ae-4cef-b821-645c8ffc1446 incomplete Screenshots to be inserted at decision points (Step 1: full Stamping Blocked banner with the three conditions, Step 5: banner after one condition is cleared, Step 7: stamped passport green bar).

44 b8c0fcd3-ddee-40ca-9232-739ad9216567 incomplete Related article links to be activated once those articles exist.

45 eba94e28-9230-4fb2-bd9c-6c05fef57cc1 incomplete VERIFY block on permission-caused gray-out state resolved.

46 018337e8-7e92-4e56-a543-20d2bd586731 incomplete VERIFY block on Reset Passport rating retention resolved.

47 d438f954-9449-4299-9c71-79c9f788ba0b incomplete VERIFY block on multi-rater overall rating calculation resolved.

48 56631869-c579-40ec-b921-d509f6ca97b8 incomplete Primary search term tested in HubSpot KB search (likely "can't stamp passport," "passport won't stamp," or "stamping blocked").

49 8d47771e-875f-47c8-8e7e-a6254c4129eb incomplete Reviewed by Jared.

50 b6e4e1f1-8142-441f-a96f-dc1303109339 incomplete Reviewed by Kevin.

Troubleshooting article shape note

Where Why a Checklist Is Not Appearing has eight diagnostic steps because the symptom has many possible unrelated causes, this article has seven because the product itself surfaces the exact blocker in the Stamping Blocked banner. The Troubleshooting template accommodates both shapes. The key invariant is that Step 1 starts the diagnostic (either by scanning for causes or by reading a product-supplied signal), the middle steps address each case, and the final step confirms the symptom is resolved.