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Attendee Login Issues and How to Solve Them
Attendee Login Issues and How to Solve Them

Get your invite-only attendees the login help they need

Daniel Murphey avatar
Written by Daniel Murphey
Updated over a week ago

It would be nice if you only heard from attendees who are excited about your amazing event. However, we all know that everyone needs help sometimes! This article guides you through resolving attendee login issues so you can help folks get back to enjoying all your Event App has to offer.

⚠️ Security note

Read this section carefully! Some of the resolution steps in this article involve changing and sharing email address information. To avoid giving attendee data to bad actors, follow these best practices when helping attendees log in to your Event.

When an attendee emails you from or supplies an email that's different from their registered email, ask the attendee to send you an email from the registered email address as a security precaution before you make any changes. Don't share the full registered email address. Instead, mask most of the email address when you reply to the attendee, and don't use the same number of masked characters as the real email address contains.

💡 Keep in mind, if the registered email contains a typo, this verification won't be possible. In this case, use your best judgment when helping attendees with email and login problems.

Here's how you might compose your message if the attendee's registered email is 'jewel@domain.com':

Hi!

The email address you sent is very different from the registered email we have on file. As a security precaution, before I update the email address, please send me an email from your registered email account. The email we have on file is: j********@domain.com.

Find the attendee profile in the Webex Events platform

When an attendee is having issues logging in to the Webex Events App or your Branded App, or issues joining your Event App, first find their attendee profile in the Webex Events platform.

  1. Go to the Attendees page in your Event and search for the attendee by name.

  2. If there's no result, search for theor email address.

  3. If there's still no result, you can manually add them to the Event if necessary.

  4. If you received an automated Request Access email, reply to it and tell them they can try logging in again.

Identifying possible login and event joining issues

'Email already tied to a profile' (Web App)

If an attendee updates their email on the Mobile App after logging in and then tries to log in to the Web App with the updated email, they'll get a message that says, 'The email being used is already tied to a profile. Please log in with the correct account'.

The error message just described.

If an attendee contacts you about this error, simply ask them to log in with the same email address they used to log in to the Mobile App. If the attendee doesn't remember that email, use the instructions at the end of this article to find their 'App login email'.

💡 Keep in mind, if a user logs in with a login email that contains a typo, they won't receive password reset requests. If the attendee uses the Request Follow-up feature for a sponsor, exhibitor, etc., they won't receive follow-up communication.

If the user doesn't want to log in with the email listed under 'Login Email', the best option is to delete the user's account and re-add it to the Event App. You can ask the user to delete their account from the Mobile App settings.

⚠️ Caution! Deleting an attendee's account will remove their posts, connections, and other interactions from the Event App.

Attendees have joined a previous Event in the Mobile App

When an attendee logs in to the Webex Events App or your Branded App and selects an Event App to join, that Event App opens automatically each time they reopen the app.

When an event is over, attendees often don't bother to leave that Event App in the Webex Events App or your Branded App, which is fine! After an attendee has been inactive in an Event App for 30 days, they're automatically redirected to the app's 'Home' screen where they can join a different Event App.

However, if an attendee needs to join a new Event App less than 30 days from their last one, they may be confused when they open the app and find the old Event App content instead. If an attendee contacts you about this, you can help them resolve it easily!

Simply instruct attendees to tap the door icon at the top left corner of the Webex Event App's 'Home' page. This takes them back to the Event list, where they can find and join a new Event App.

The leave event button on an Event App in the Webex Events App.

'Email not registered'

When an Event App is set to invite-only, attendees experience issues when they try to log in to the Mobile App or the Web App with a different email address than the one they registered or were added to your Event with. Sometimes there's a typo in the email address, or they registered with a different email than the one they're using to log in to the Webex Events App or Branded App.

In either case, a message will appear telling them that the email they're trying to use isn't registered.

💡 Keep in mind, you can customize the 'Email not registered' message at any time. This is a great place to provide instructions and help attendees understand why they can't access your Event App. Refer to our Privacy Settings article to learn more.

Web App

If an attendee tries to log in to the Web App with a different email address than the one they registered with, an 'Email Not Registered' error appears that prompts them to click OK and try again. If they still can't log in, they'll likely contact you for help. First, verify the exact email they're using to try to log in, then follow the steps below to help resolve the issue.

The Email Not Registered message on the Web App.

Mobile App

There are cases when a user downloaded and logged in to the Webex Events App or Branded App with a different email address than the one they registered for your Event with. In this case, when they try to join your Event App, they'll receive an error message that says, 'The email in your profile is not registered for this event'. The message prompts them to either update their profile or send a request to join your Event App.

The Email not Registered message on the Mobile App.
  • Update Profile - If the attendee selects 'Update Profile', they should update the profile email address to match the email they registered with so they can join your Event App. They can also add their registered email address to their profile as an additional account. That’s why you'll sometimes notice that an attendee’s 'App login email' is different from their 'Registered email'.

    • If they update their profile email address to the email they registered with, their app login email updates and they should log in to the Event App using their updated email address moving forward.

    • If they add their registration email as an additional email, they'll be able to join your Event App. However, it's best to log in to the Webex Events App or Branded App using their App login email moving forward.

      💡 Keep in mind, if an attendee chooses to add their Registration email in addition to their App login email, here are some considerations:

      • If they log out of the Event App and log back in, they'll need to use their App login email.

      • Since their registration email is now also on their profile, they can join events in the Event App that are tied to their registration email.

      • If they delete the Event App and redownload it and then log in using their registration email, then the Event App will only show the connections and past events tied to their registration email. It won't show connections and past events tied to their App login email.

  • Request Access - If the attendee still can't join after updating their profile email, they can select 'Request Access', which sends an access request email to the event organizer. The email has the subject line, 'Message from {attendee name} regarding {event name}', and it provides instructions to grant access to the person trying to join your Event App.

    💡 Keep in mind, the Request Access function sends an email to the address entered in the 'Best Email Address to Reach You' field on your Event's Basics page.

    If you get this email, take note of the attendee's email address at the bottom of the email, then follow the steps in the next section.

    The email planners receive when an attendee selects Request Access.

Fixing email addresses

⚠️ Caution! Carefully read the security note at the beginning of this article before you change an attendee's email address.

1. Find the attendee and check their status

  1. In the Webex Events platform, go to your Event's Attendees page.

  2. Search for the attendee by name or email address.

  3. After you find the attendee, check their Attendee status column.

    The steps just described.

1a. Active status 😔

If the status is Active, the attendee has already logged in to the Event App, and you can't correct their email address.

In this case, click on the attendee in the list and check their 'App login email'.

The App login email on an attendee's Overview page in the Webex Events platform.

Now, reply to the email you received and ask them to use their App login email to log in.

If they still can't join your Event App after logging in, ask them to update the email in their Event App profile with their Registered email so they can join your Event App.

Follow the security guidelines at the beginning of this article when communicating with attendees.

1b. Not active status 😄

If the status isn't 'Active', you can update the attendee's email address! Click on the attendee's name to open their profile and proceed to step 2.

2. Fix the email address

  1. In the attendee's profile on the Overview tab, click the Settings () icon next to the 'Attendee information' heading.

  2. Click Edit.

  3. Enter the correct address in the 'Registered email' field.

    The attendee profile with the Settings menu expanded.

⚠️ Caution! If the registered email listed is completely different than the one included in the access request email, follow the security guidelines at the beginning of this article to avoid possible security issues.

At this point, the attendee should be able to log in successfully.

Now you know about the login errors attendees can receive and how to help!

Questions? Chat with us, email support@socio.events, or attend a Face to Face session.

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