# Troubleshooting

> Fixes for the problems organizers run into most, from launch to attendee log-in.

Source: https://help.highbar.ai/docs/reference/troubleshooting
Audience: event organizers, working in the Highbar dashboard

For problems attendees have on their own phones, send them to [Troubleshooting the event app](https://help.highbar.ai/docs/attendees/troubleshooting).

<Accordions>
<Accordion title="Why is the Launch App button greyed out?">
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](https://help.highbar.ai/docs/event-app/launch).
</Accordion>

<Accordion title="What do I do when an attendee says their email 'is not on the attendee list'?">
Your event uses **Attendee list** access and their address isn't on it. Search for them on the [Access](https://help.highbar.ai/docs/event-app/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**.
</Accordion>

<Accordion title="Why isn't an attendee receiving their log-in code?">
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).
</Accordion>

<Accordion title="Why doesn't someone appear in the app's community list?">
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](https://help.highbar.ai/docs/event-app/access) page, or a tag under **Blocked tags** on the [Messaging](https://help.highbar.ai/docs/run-your-event/community/messaging#restrict-tags) 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.
</Accordion>

<Accordion title="Why doesn't a change I made show up in the app?">
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](https://help.highbar.ai/docs/event-app/content/sections-and-visibility).
</Accordion>

<Accordion title="Why does the AI Concierge give a wrong answer, or not know something?">
The AI Concierge answers from your event content and FAQs, so the fix is almost always content:

- Add the missing information as an [FAQ](https://help.highbar.ai/docs/event-app/ai/faqs-and-shortcuts), 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.
</Accordion>

<Accordion title="Why aren't attendees getting push notifications?">
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](https://help.highbar.ai/docs/attendees/notifications). 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](https://help.highbar.ai/docs/run-your-event/push-notifications).
</Accordion>

<Accordion title="Why is something missing from the app's menu?">
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](https://help.highbar.ai/docs/event-app/app-menu) in case the item was renamed or moved.
</Accordion>

<Accordion title="Why does my import show errors?">
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](https://help.highbar.ai/docs/event-app/content/importing-content).
</Accordion>

<Accordion title="Why can't booth staff scan leads?">
Check that:

- **Lead retrieval is on.** The [Lead retrieval](https://help.highbar.ai/docs/run-your-event/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](https://help.highbar.ai/docs/sponsors-and-speakers/scan-leads-at-your-booth) for the steps in the app.
</Accordion>

<Accordion title="Why can't an attendee request a meeting?">
If nobody sees **Request meeting**, meetings aren't turned on. See [1:1 meetings](https://help.highbar.ai/docs/run-your-event/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.
</Accordion>
</Accordions>

## Still stuck?

Email [support@highbar.ai](mailto:support@highbar.ai) with your event name and what you were trying to do. Screenshots help.