# Troubleshooting

> Fixes for common problems with the event app, from login codes and installing to notifications, offline mode and the camera.

Source: https://help.highbar.ai/docs/attendees/troubleshooting
Audience: attendees using the event app

Find what's happening below. For anything about the event itself, such as your registration, your access or the schedule, contact the organizer: see [Who to contact](#who-to-contact).

## Logging in

<Accordions type="multiple">
<Accordion title="I didn't get the email with my code">

- 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](https://help.highbar.ai/docs/attendees/logging-in).

</Accordion>
<Accordion title="My code doesn't work or has expired">

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.

</Accordion>
<Accordion title={'"Unable to sign in at this time. Please try again later."'}>

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.

</Accordion>
<Accordion title={'"The email you entered is not on the attendee list"'}>

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.

</Accordion>
</Accordions>

## Installing and notifications

<Accordions type="multiple">
<Accordion title="I can't install the app">

- **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](https://help.highbar.ai/docs/attendees/installing-the-app).

</Accordion>
<Accordion title="I'm not getting notifications">

- **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](https://help.highbar.ai/docs/attendees/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.

</Accordion>
</Accordions>

## Using the app

<Accordions type="multiple">
<Accordion title="Something is missing from the menu">

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.

</Accordion>
<Accordion title="The app says I'm offline">

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.

</Accordion>
<Accordion title="The camera won't open for scanning">

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.

</Accordion>
<Accordion title="A page is blank or out of date after an update">

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.

</Accordion>
</Accordions>

## Who to contact

**The organizer** can help with anything about the event: your registration, getting on the attendee list, the schedule, and which features are available to you. To find their contact details, check your registration emails, or, if your event has the [AI Concierge](https://help.highbar.ai/docs/attendees/ai-concierge), ask it "How do I contact the organizer?".

**Problems with the app itself**, such as a button that doesn't work: in some event apps, **Settings** has a **Get help with the app** section. **Report an issue** there goes to the team that builds the app, not to the organizer, so use it only for app problems.

More help: [Logging in](https://help.highbar.ai/docs/attendees/logging-in) · [Installing the app](https://help.highbar.ai/docs/attendees/installing-the-app) · [Notifications](https://help.highbar.ai/docs/attendees/notifications) · [AI Concierge](https://help.highbar.ai/docs/attendees/ai-concierge)