It would be nice if you only heard from attendees when they wanted to rave about how amazing your event was, but the simple truth is that everyone needs a little help sometimes. This article is here to help you resolve attendee issues and get them back to raving!
"Email not registered/not registered for this event"
When an event is set to invite-only, attendees can run into problems when they try logging into the Mobile App or Web App with a different email than the one they registered with or that was added to the event for them. Sometimes this is simply a typo in the email address or they registered with a personal email rather than their work email.
Regardless of the cause, they'll see a pop-up message letting them know the email they're trying to use isn't registered.
Web App - "Email Not Registered"
If the user is trying to log in on the Web App, they'll see an "Email Not Registered" error. Users can click OK and try logging in again. If they're not able to get logged in, they'll likely contact you for help. First, verify the exact email they're trying to use to log in, and then read the steps below to learn how to assist them.
Mobile App - "The email in your profile is not registered for this event."
If the user is trying to log in on the Mobile app, they'll see "The email in your profile is not registered for this event", and they'll be given the option to update their app Profile to match the email in the Event, or they can Request Access.
If the Attendee chooses to Update their profile, they can edit the email address on their profile to match the invited email so they can access the event. They can also add their invited email address on their profile as an additional account. In either case, their login will still be tied to the initial email address. That’s why you'll sometimes see a user’s Login Email being different than the Registration Email.
If the above didn't work...
If the attendee selects Update Profile and edits the existing email or enters a new email, but they're still unable to log in, they can tap Request Access. This will send an access request email to the event organizer with the subject line "Message from (attendee name) regarding (event name)".
⭐️ Keep in mind, the Request Access function will send an email to the address you entered in the Best Email Address to Reach You field on the event's Basics page.
If you get this email, take note of the user's email address at the bottom of the email, then follow the steps below.
Find and fix a user
Go to the Users & Groups page in your event, and search for the attendee by name. If there's no result, try searching with the email address from the attendee's email.
If there's still no result, you can manually add them to the event. If you got the automated email, you can reply to that email and let them know they can try logging in again.
If a search result does come up, click on their name to view their profile.
If the user's status is Active, that means they've already logged into the event, and you won't be able to correct their email address. In this case, simply reply to the email you received, let them know the Login Email listed on their profile, and ask them to use that email to log in.
⭐️ Keep in mind, if a user logs in with a Login Email that contains a typo, they won't be able to receive password reset requests. If the attendee uses the Request Follow-up feature for a Sponsor, Exhibitor, etc., they won't be able to receive follow-up communication. Learn how to fix this below.
If the user isn't Active, locate the Registration Email on the user's profile. In the example below, the user has a typo in their email address.
To fix the email, click the Settings (⚙️) icon, then click Edit, and correct the typo in the Email field.
If the Registration Email listed is completely different than the one included in the access request email, copy the Registration Email, and then reply to the access request email you received and ask the attendee to try logging into the event with their Registration Email.
If the attendee writes back that they don't want to use that email address, you can edit their profile and update the Email field as described above.
At this point, the attendee should be able to log in successfully!
"Email already tied to a profile" (Web App)
In some rare situations, Web App users may see "The email being used is already tied to a profile. Please log in with the correct account". This happens if they updated their email on the Mobile App after logging in there and then tried to log into the Web App with the updated email.
If an attendee contacts you about this error, simply ask them to log in with the same email they used to log into the Mobile App. You can see that email on the user's profile within the Users and Groups page, under the Login Email heading. The Login Email is always the email a person's account is tied to and therefore the email they must use to log into the event.
⭐️ Keep in mind, if a user logs in with a Login Email that contains a typo, they won't be able to receive password reset requests. If the attendee uses the Request Follow-up feature for a Sponsor, Exhibitor, etc., they won't be able to receive follow-up communication.
If the user doesn't want to use that email to log in, the best option is to delete the user's account and re-add it to the event. You can ask the user to delete their account themselves, or you can get in touch with us through live chat on the Socio Platform to have us do it. Simply let us know the attendee's name and email address so we can take care of it.
⚠️ Caution! Deleting an attendee's account will remove any posts, connections, or other interactions from the event.
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