FAQ Troubleshooting Guide: Member Login & Event Functionality

Logging in

User is unable to log in, but not receiving an error:

1
Refresh your browser and try again
2
Check your internet connection 
3
Ensure your browser is up to date

User receives an error message when attempting to log in:

‘Invalid email’: Ensure that your email address is entered correctly

‘Pending approval’: Contact the community manager to evaluate access

Other Error: Contact support@gradual.com

Community admin

  • Confirm user is "approved" and not in "pending" or "unapproved" status in dashboard
  • Confirm user “standard” type and attendee is “standard” if within the event (limited approval and guest users do not have permission to send messages or chat)

Member access levels


User not receiving the magic link email:

1
Double-check the email address you’re using to log in for typos and accuracy
2
Try to log in again and wait a few minutes. It can take up to 10-15 minutes for some email providers in rare cases.
3
Check all mail in your inbox; the trash, spam and archived folder. Sometimes the magic link emails are marked as spam by email vendors by mistake. There are other cases where those emails are archived, or deleted automatically by filters.
4
Contact the community manager (community managers can trigger a "magic link" from the dashboard)

Community admin

  • Trigger a "magic link" from the dashboard and if the user is still not receiving the magic link email, contact support@gradual.com.

Event Functionality

User cannot see or hear the livestream or the livestream is frozen:

1
Refresh your browser and join again
2
Check your system settings for audio output
3
Check your internet connection

User cannot see or hear other user(s) in a video call:

Video calls and meeting events are only available on a desktop or laptop computer - you cannot access this feature on a phone or tablet

1
Refresh your browser and join again
2
Check your system permissions for camera and microphone access
3
Check your internet connection
4
Ensure that your browser is up to date and restart it (we recommend Google Chrome for optimal experience)
5
Check your security settings and permissions on your computer
6
Try using a different browser
7
Try using an alternative internet connection if possible
8
If still experiencing issues, community admins can reach out to support@gradual.com

User unable to send messages in the event chat thread:

Complete your profile

In the top right, there's a notification asking you to complete your profile or you can click on your avatar and click ‘edit profile’. There, you can complete all the required profile questions and save.

Community admin

  • Confirm profile completeness via the dashboard
  • Confirm user is “standard” type and attendee is “standard” if within the event (limited approval and guest users do not have permission to send messages or chat)

Member access levels


User unable to send messages to other members: 

Complete your profile

In the top right, there's a notification asking you to complete your profile or you can click on your avatar and click ‘edit profile’. There, you can complete all the required profile questions and save.

Community admin

  • Confirm profile completeness via the dashboard
  • Confirm user is “standard” type and attendee is “standard” if within the event (limited approval and guest users do not have permission to send messages or chat)

Member access levels


User unable to join the ‘Match’ or networking session:

Match and networking are only available on a desktop or laptop computer - you cannot access this feature on a phone or tablet

1
Complete your profile: In the top right, there's a notification asking you to complete your profile or you can click on your avatar and click ‘edit profile’. There, you can complete all the required profile questions and save.
2
Ensure your browser is up to date
3
Try using another browser (we recommend Google Chrome for optimal experience)
4
If you are still unable to, contact the community manager to evaluate access

Community admin

  • Confirm profile completeness via the dashboard
  • Confirm user is “standard” type and attendee is “standard” if within the event (limited approval and guest users do not have permission to send messages or chat)

Member access levels

Something else?

Have another question or need help - click on the ‘Help’ button on the left-hand side to reach the community team.

Still need help? Contact Us Contact Us

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