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How Can I Assist My Attendees When Joining My Event?
How Can I Assist My Attendees When Joining My Event?

Help your attendees to access your event easily

Ariane Ramirez avatar
Written by Ariane Ramirez
Updated over a week ago

An event organizer must ensure that the event runs smoothly. The first step is to give attendees easy-to-follow instructions on joining the event. Here are some tips to make sure they get in without any issues!

Send an Email on How to Join 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) and instructions on how to reset or create a password. To customize your message and instructions, go to Registration > Order Confirmation.

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 showing how 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.

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