Troubleshooting

• Wait a minute or two. During busy times, such as just before a keynote, emails can take several minutes to arrive.
• Check your spam, junk and promotions folders. Search your inbox for the event's name: the email is sent in the event's name, and its subject line starts with the code.
• Check the address shown on the Enter your code screen. If it's wrong, go back and enter the right one.
• Tap Resend next to "Didn't get the email?". You can resend every 60 seconds.
• Work email systems sometimes hold or delay messages from new senders. If nothing arrives, try again later.

If you've never logged in and the email still doesn't arrive, the organizer can give you a code to enter instead. See Logging in.

If you see "Invalid code or verification failed.":

• Check you typed all six digits correctly. If you pasted the code from the subject line, the dash is removed for you.
• Codes last 20 minutes. If yours is older, ask for a new one with Resend. Any code from the last 20 minutes works.
• After several wrong codes, the app refuses every code for a while, even the right one. Wait up to 20 minutes before trying again.

This usually means you've asked for several codes in a short time, so the app has stopped sending more for a while. Wait up to 20 minutes, then tap Continue once and use the code from that email. Codes you've already received still work if they're less than 20 minutes old.

The organizer only lets people on their attendee list log in, and this address isn't on it.

• Check the spelling.
• Try any other address you might have registered with, such as a work or personal one, or the address a colleague used to register you.
• Still stuck? Contact the organizer and ask them to add you. If they've set up a contact address, "contact the event organizer" in the message is a link that emails them.

• iPhone or iPad: use Safari. Tap the Share button, scroll down and tap Add to Home Screen.
• Android: installing isn't offered in Incognito tabs, so open the link in a normal tab. If you're asked to choose, pick Install, not Create shortcut. If the icon isn't on your home screen, look in your apps list.
• Computer: not every browser can install web apps. Use the app in a browser tab instead: it works the same way.

Full steps are in Installing the app.

• On iPhone, open the installed app. Notifications only work in the app on your home screen, not in a Safari tab.
• Check the app's setting on this device. Open the menu, tap your name to open Settings, and make sure Push notifications is on. Each device has its own setting.
• If the switch is greyed out, notifications are blocked for the app. Follow the steps in Notifications to allow them again, then turn the switch on.
• If Settings says "Could not check notification status. Retry when you're online.", connect to the internet and tap Retry.
• Check your phone's Focus or Do Not Disturb mode, which can hide notifications.

Updates still appear on the Notifications screen inside the app, even when push notifications aren't reaching you.

The organizer chooses which features the event uses, and can rename and reorder the menu, so it won't match screenshots from another event. Some features also appear only for some people. For example, the organizer may limit messaging or scanning to certain groups, so a colleague may see something you don't. If the AI Concierge's Ask button is missing, the event doesn't use it.

If you expected something that isn't there, ask the organizer.

When you lose your connection, a banner says "You're offline. Showing saved data." While you're connected, the app saves the schedule, speakers, sponsors, community, your agenda, your meetings and your notifications on your device, so you can keep reading them.

• Scans and meeting replies are saved and sent automatically when you reconnect.
• Registering for sessions and the AI Concierge need a connection.
• "This content isn't available offline." means that page wasn't saved. Tap Go back.
• A full "You're offline" page appears if the app can't open at all. Tap Try again once you're connected; it also reloads by itself when your connection returns.

Tip: open the app once while you're on good Wi-Fi, before you head to the venue, so it can save the latest information.

When you first tap Scan, the app asks to Allow camera access. Tap Allow access, then allow the camera when your phone or browser asks. If the scanner closes as soon as you tap Allow access, the camera is blocked for the app:

• iPhone: open the Settings app, find Safari (under Apps on newer versions of iOS), tap Camera and choose Ask or Allow. Then close the event app completely and open it again.
• Android: open Chrome, tap the menu button (three dots), then Settings, Site settings and Camera. Find the event app's web address, tap it, and choose Allow. This also covers the installed app.
• Computer: click the icon to the left of the web address, allow Camera, and reload the page.

If you see "The scanner is unavailable offline. Please reconnect and try again.", connect to the internet and try again.

The app updates itself in the background. If a page looks blank, broken or out of date:

• Installed app: close it completely (on a phone, swipe it away from your recent apps) and open it again.
• Browser: reload the page.

If you see "Something went wrong", tap Try again. If that doesn't help either, tap Go to home screen to return to the app's home page.