Logging in
User is unable to log in, but not receiving an error:
Refresh your browser and try again
Check your internet connection
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 [email protected]
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 resource
User not receiving the magic link email:
Double-check the email address you’re using to log in for typos and accuracy
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.
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.
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 [email protected].
Event Functionality
User cannot see or hear the livestream or the livestream is frozen:
Refresh your browser and join again
Check your system settings for audio output
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
Refresh your browser and join again
Check your system permissions for camera and microphone access
Check your internet connection
Ensure that your browser is up to date and restart it (we recommend Google Chrome for optimal experience)
Check your security settings and permissions on your computer
Try using a different browser
Try using an alternative internet connection if possible
If still experiencing issues, community admins can reach out to [email protected]
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 resource
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 resource
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
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.
Ensure your browser is up to date
Try using another browser (we recommend Google Chrome for optimal experience)
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 resource
Something else?
Have another question or need help - click on the ‘Help’ button on the left-hand side to reach the community team.