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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 thats 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 '':


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********

Go to the Attendees page in your Event and search for the attendee by name. If there's no result, search for the email address from the Request Access email. If there's still no result, you can manually add them to the Event. If you received the automated Request Access email, reply to it and let them know they can try logging in again.

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

If an attendee updated 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'.

Screenshot of the error 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, or other interactions from the Event App.

Attendees are logged in to 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 to join, that Event App opens automatically each time they reopen the app.

When an event is over, attendees often don't bother to log out of the event in the Mobile 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 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 Event App's 'Home' page. This takes them back to the Event and Community list where they can find and join a new one.

Screenshot of an Event App in the Webex Events App. The leave event button is indicated.

'Email not registered/not registered for this event'

When an Event App is set to invite-only, attendees experience issues when they try to log in to the Mobile App or Web App with a different email address than the one they registered or were added to the Event App with. Sometimes there's a typo in the email address, or they registered with a personal email rather than their work email.

In either case, a message will appear letting them know 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 — 'Email Not Registered'

If an attendee tries to log in to the Web App with an email address different 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.

Screenshot of the Email Not Registered message on the Web App.

Mobile App — 'The email in your profile is not registered for this event.'

If the user tries to log in on the Mobile app with an email address different than the one they registered with, an error message appears that says, 'The email in your profile is not registered for this event' and prompts them to either update their profile or request access to the Event App.

Screenshot of the error message just described 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 or were invited with so they can access the Event App. They can also add their invited 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'. In either case, they'll still use their initial email address to log in to the Event App.

  • Request Access - If the attendee still can't log in 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.

    Screenshot of 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

Go to your Event's Attendees page and search for the attendee by name or email address. After you find the attendee, check their 'Attendee status' column.

2. Check attendee status

2a. 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'.

Now, reply to the email you received, and ask them to use their other email to log in. Follow the security guidelines at the beginning of this article when communicating with attendees.

2b. 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 3.

3. Fix the email address

In the attendee's profile on the Overview tab, click the Settings () icon next to the 'Attendee information heading', click Edit, then enter the correct address in the 'Registered email' field.

⚠️ 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.

Screenshot of the attendee profile with the Settings menu expanded.

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!

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