It is essential for an event organizer to ensure that the event runs smoothly. The first step is to provide attendees with easy-to-follow instructions on joining the event. Here are some tips to make sure they get in without any issues!
Assisting Attendees in Joining Your Event
1. Give Step by Step Instructions
While the confirmation they receive after registering may be informative, it may need to be more intuitive for others. We recommend you include step-by-step instructions on what they must do to access the event. Make sure your message is clear depending on the type of event you have (in-person, virtual, hybrid).
To customize your message and instructions, go to Registration > Order Confirmation.
The advanced email template builder will give you more options to customize the layout of your order confirmation email. This feature is available for higher plans.
For your instructions, here are sample templates that you can use:
Hello!
We look forward to seeing you on [EVENT NAME]!
To join the event, click the JOIN EVENT button above. That's it!
Make sure to click it when the event is already open, if you click early, you'll see our event page where you can start pre-registering for sessions.
We recommend clicking from the email as the easiest and fastest way to log in. It does not require them to enter a password.
Here's another template with instructions on how to get in from the event landing page:
Hello!
We look forward to seeing you on [EVENT NAME]!
Please follow the steps below to enter the event:
1. Go to the Event Page: [EVENT LANDING PAGE URL]
2. Click Sign
3. Enter your email address and password
4. If you don't have a password, click "Forgot Password?" to reset or create a password
5. Follow the next prompts to create password
6. Once logged in, click the Enter Event button from the event page.
Here's one for in-person events:
Hello!
We look forward to seeing you on [EVENT NAME]!
Please prepare your QR code upon entering the event. The event staff will scan the code from your phone or you can present a printed copy.
Your QR code should be attached as a PDF file in this email.
Here's one for downloading the app:
Hello!
We look forward to seeing you on [EVENT NAME]!
Please download the Accelevents Attendee App to access the event through the App Store [https://itunes.apple.com/us/app/accelevents/id1292678069?mt=8] or Google Play [https://play.google.com/store/apps/details?id=com.Accelevents].
After downloading the app, click the Join or View Event button from the email you received upon registration. This way, you can log in without creating a password.
If the link or button did not log you in, you can click "Forgot Password" from the log in page and follow the prompts to create a password.
2. Give Instructional Videos
Some attendees may respond better if logging in is demonstrated to them, and the best way to show this is through a video. You can record your own to show your actual event page, or you may also show them this video on How to Enter The Event Without a Password.
This article on Logging in to the Attendee App has GIF files that show the different ways attendees can enter the event.
3. Include our Knowledge Base Article Links
Aside from tutorials for event admins, we also have basic step-by-step instructions for attendees. You can also include the links to these articles:
These articles are specific to events using the Attendee App:
4. Give Your Contact Information
Attendees may have more questions about your event besides logging in assistance. Have your support team ready to assist your attendees. Add your contact information to the event page and the order confirmation email to ensure they can find it anywhere!
Note: If you don't leave any contact information and they reply directly through the order confirmation email, you should still receive their reply through the default reply-to email address that you indicated.
5. Send Reminder Emails
Please send reminder emails to your attendees to refresh their memory that they've signed up for your event. You can add your step-by-step instructions and contact details to your reminder email.
6. Send the Magic Link
The Magic Link email is sent to those who register an hour before the event, but you can also send this to other attendees needing help entering the event. It will allow them to enter the event with just 1 click.
7. Troubleshooting
You can learn how to troubleshoot before the event opens to know how to handle it when attendees experience the same issues.
These are some of the most common questions/issues from attendees:
I cannot log in
Ask which email address they are using to enter
Check if that email address has a ticket
If there's none, give them a ticket
If they have a ticket, check their ticket type is set appropriately if you have a hybrid event. Resend the order confirmation email or magic link, then ask them to click the button or link.
If it still does not work, issue them a new ticket and try again
Double-check if the email address they are entering is correct by asking for screenshots
Ask them to reset their password
Ask them to try it on another browser or device
If they are using the app, ask them to delete the app and download it again
The chat and other event items are not loading
Ask them to clear their cache
Ask them to turn off any firewalls or VPN
Ask them to try in an incognito window
Try different browsers like Safari or Firefox
Audio and Video are choppy
If many attendees report this, it can be caused by an unstable connection on the speaker's end.
If it's just one attendee, it may be their connection. Ask them to refresh or reset their router.
My camera and microphone are not working.
Start by asking them to click the icon at the start of the browser URL, enable the camera and microphone settings, and refresh.
Ask them to check if their browser is muted. Right-click the browser tab and choose Unmute Site.
If it does not work, ask them to turn off other apps that use a camera or microphone, such as Zoom, Skype, or Google Meet.
Ask them to restart the device.
If they have other issues that are too technical, ask them for more information about the issue, then you can report it to our chat support. The more information we have, the faster we can help.
Ask them to take a screenshot of the error message if there are any
Ask what steps they took before getting the error, like what button they clicked.
Ask them what browser and device they are using
Ask them for a recording of the screen to show the issues
You can also ask them to chat with us directly through the chat icon on our Accelevents website.