What You’ll Do
Work out what is actually wrong before you start changing things. Most reported problems fall into a handful of patterns.
Who This Is For
Everyone.
Start With These Four Checks
- Which event? Confirm the exact event and date. A surprising number of problems are someone looking at last month’s event.
- Which account? Confirm the email they signed in with, not the one they think they used.
- Is it published? Unpublished events are invisible to almost everything.
- What exactly happened? Get the screen and the message, not a summary.
Common Problems
- Someone cannot see their event.
- Walk the access chain: published, assigned, email matches, login exists. It is nearly always the email.
- A guest cannot open their ticket.
- Resend it. If the event is imminent, stop troubleshooting and check them in manually.
- A guest got no email or text.
- Check consent status and the contact details on their record before assuming delivery failed.
- A change is not showing on the site.
- Clear the cache and hard refresh before concluding the change did not save.
- Numbers look wrong.
- Confirm attendance is finalized. Reports built on unfinalized attendance always look low.
- Something looks wrong on a phone but fine on a computer.
- Note the device and browser when reporting it. That detail is usually the whole answer.
When to Ask for Help
Escalate when an event is imminent, guest data looks wrong, or a repair would affect many records. Include the event name and date, the page, the account email, what you expected, what happened, and a screenshot.