As an event organizer, having an event that runs smoothly is important. The first step to ensure that it runs smoothly is to make sure that attendees know what to do to enter your event. Here are some tips to make sure they get in without any issues!

1. Give Step by Step Instructions

While the confirmation they receive after purchasing a ticket may be informative, it may not be so intuitive for others so it's recommended that you include step by step instructions on what they need to do to enter your virtual event.

Here's a sample confirmation letter:

To customize your message and your 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]!

Please follow the steps below to enter the event:

1. Click the event link: [INSERT YOUR EVENT PAGE URL]
2. Click the ENTER EVENT button. If you don't see it, then you're too early! You may only enter 30 minutes before the start of the event.
3. Enter your email address (the same email address you used to purchase your ticket)
4. Enter your password if you have created one previously. If not, then it will prompt you to verify your account which will allow you to create a password.
5. Click SUBMIT. You should be redirected to the virtual event hub.

Hello!

We look forward to seeing you on [EVENT NAME]!

Please follow the steps below to enter the event:

1. Click the VISIT EVENT SITE or JOIN THE EVENT button below. This will take you to the Event Page.
2. Click the ENTER EVENT button. If you don't see it, then you're too early! You may only enter 30 minutes before the start of the event.
3. Enter your email address (the same email address you used to purchase your ticket)
4. Enter your password if you have created one previously. If not, then it will prompt you to verify your account which will allow you to create a password.
5. Click SUBMIT. You should be redirected to the virtual event hub.

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 so that it shows your actual event page or you may also show them this video on How to 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:

4. Give Your Contact Information

Aside from logging in questions, attendees may have more questions about your event. Have your own support team ready to assist your attendees. Add your contact information in your event page and confirmation letter to ensure that they can find it anywhere!

5. Send Reminder Emails

Sending reminder emails to your attendees will refresh their memory that they have signed up for your event. It also makes it easier to just look at this reminder email instead of looking for the initial email they received a few weeks back. Make sure to add your step by step instructions and your contact details to your reminder email.

The magic link letter is sent to attendees after they register along with the order confirmation email. It's a link that when they click, they will be redirected to your event page and it will automatically log them in, so that if they want to enter your event, all they need to do is to click the ENTER EVENT button once they are redirected to your event page.

If they have previously created a password then they would automatically be logged in, however, if they haven't set a password then they would get a pop up asking them to create one. They are STILL logged in on both instances and the only difference is that those who haven't set a password should set one up.

To send a magic link:

  • Go to Attendees > Orders

  • Search for the attendee

  • Click the 3 dot menu from inside the order

  • Click Send Magic Link

Note: The magic link is valid for 7 days and can only be used once. There is no option to send this in bulk. We recommend sending this only when the attendee is having an issue logging in.

7. Troubleshooting

If they are still having a hard time logging in or joining the sessions, here are some troubleshooting tips to make it work:

  • Use the recommended browser (Chrome)

  • Make sure that your browser is up to date

  • Refresh your page:
    - Windows: Ctrl + F5
    - Mac: Command(⌘) + Shift + R

  • Clear your browser's cache:
    - Chrome: Settings > Privacy and security > Clear browsing data > Clear data
    - Safari: Command(⌘) + Alt + E

  • Access the page in an incognito window (Ctrl + Shift + N)

  • Restart your device

  • Try the other recommended browsers (Safari and Firefox)

  • Check your internet connection / speed (it should be at least 5mbs)

  • Enable the camera and microphone in your browser:

  • Enable pop-ups in your browser

  • Disable any firewalls (e.g malware, AVG)

8. Other Tips

  • If all else fail, issue them a new ticket and try again

  • Double check if the email address they are entering is matching the email address in your Orders tab

  • Ask them to take a screenshot of the error message that they are getting and send it to us through chat

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