Troubleshooting

The Event, AI and Content steps must all show a check mark. Click the grey button anyway: it takes you to the first step that's still missing something. The usual misses:

• Event: the Appearance tab needs an app label, app icon, navigation bar logo and event cover, and the General tab needs a venue (or Virtual, multiple, or no venue yet).
• AI: the AI Concierge needs a chat icon, name, welcome message and unknown response, or switch it off.
• Content: at least one Schedule, Speakers or Sponsors section needs at least one item in it. A map, resource library, photo gallery or web view on its own isn't enough.

See Launch your app.

Your event uses Attendee list access and their address isn't on it. Search for them on the Access page. They may have registered with a different address (a personal one, or a typo): either add the address they're using, or ask them to log in with the one on your list. If anyone with an email should get in, switch to Open access.

Ask them to check their spam or junk folder and to wait a minute before tapping Resend. Corporate email filters sometimes hold these messages. If it still doesn't arrive, open their profile on the Access page and use Assisted Claim to generate a code you can give them directly (available after launch, for people who haven't joined yet).

By default, people appear only after they've logged in once and completed their profile. To show everyone on your list from the start, turn on Show attendees who haven't joined yet in Access settings.

If they still don't appear, check:

• Their tags. A tag with Hide from community list on the Access page, or a tag under Blocked tags on the Messaging page, keeps people out of the list.
• Their own settings. If you allow it, attendees can turn off Profile visibility in the app to hide themselves.
• How networking works. With Only chosen tags can reach out, attendees without one of those tags have no attendee list at all. With Community & messaging off, nobody has one.

Ask the attendee to refresh or reopen the app. If it still doesn't appear, check the item's visibility: hidden and scheduled items, or items inside a hidden section, don't show until their time. See Sections and visibility.

The AI Concierge answers from your event content and FAQs, so the fix is almost always content:

• Add the missing information as an FAQ, especially logistics like wifi, parking and badge pickup.
• Check the item isn't hidden from the chatbot, and that sessions have accurate times and rooms.
• Review your Unknown Response, which is what attendees see when the answer isn't in your content.

Push only reaches people who allowed notifications, and on iPhones the app must be installed to the home screen first. Check the Delivered column on the Push Notifications page to see how many devices were reached, and point attendees to the notifications guide. Everyone still sees your notifications in the app's Notifications screen.

If the notification itself shows Failed, open it and click Send again. This sends it to the whole audience, including people who already got it. A notification marked Draft or Scheduled hasn't gone out yet. See Push notifications.

Several menu items only appear when their feature is on: for example Messages needs private messaging, and the game (called "Scavenger Hunt" unless you renamed it) needs gamification. Check the feature is turned on, then look in the App menu in case the item was renamed or moved.

The importer shows problems before anything is saved. Fix the flagged rows in your file and upload it again, or adjust the column mapping. See Importing content.

Check that:

• Lead retrieval is on. The Lead retrieval page shows Active next to its title.
• They have scanning access. Add them to their company on the Staff tab, or give them the Lead retrieval: staff member tag on the Access page.
• They log in with that email address. Access is tied to the address on your attendee list. Logged in with another address, they can still use the app but can't scan leads.

Send staff Scan leads at your booth for the steps in the app.

If nobody sees Request meeting, meetings aren't turned on. See 1:1 meetings. Otherwise, the app tells the attendee why. The usual reasons:

• A meeting limit. They, or the person they asked, have reached the limit you set under Meeting limits. Requests waiting for an answer count too.
• A restricted tag. Attendees with a tag under Restricted 1:1 meetings can answer requests but not send them, and a limit can control who people Can request meetings with.
• No free times. Every slot in your Availability is taken or full for that person.

You can book a meeting for them from the Meetings page, and override some rules with a reason.