As an event organizer, having an event that runs smoothly is essential. The first step to ensure that it runs smoothly is to provide attendees with instructions on entering 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 intuitive for others, so we recommend you include step-by-step instructions on what they need to do to enter your virtual event.

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]!

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 Virtual Event Hub.
2. If it does not take you there, you might be too early. Wait for the ENTER EVENT button to appear in the event page. 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 to show 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 assistance, attendees may have more questions about your event. Have your support team ready to assist your attendees. Add your contact information to 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 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 contact details to your reminder email.

Attendees will receive the email that contains the magic link under these conditions:

  • The ticket purchase is done 30 minutes before the pre-event access opens (sent along with the order confirmation email)

  • The ticket purchase is done during the pre-event access period (sent along with the order confirmation email)

  • The ticket purchase is done during the event (sent along with the order confirmation email)

The magic link will redirect them to your event page and automatically log them in if they already have a password. If your attendees are having issues logging in, we recommend resending this. Once you send it, the link will only be "magic" the first time they click it within 7 days.

If they have previously created a password, they would automatically be logged in. However, if they haven't set a password, 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 resend 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: There is no option to send this in bulk.

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 matches 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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