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Troubleshooting

User cannot log in​

Confirm whether the user is trying to access admin or mobile. Check the registered mobile number or email and guide them through password reset if needed. For social login (Google/Apple), confirm they used the same provider as during signup.

Content appears wrong or missing​

Confirm the selected event, environment, and whether the admin team saved the content. Check that the event's Mobile Visibility is enabled. Ask the user to refresh or reopen the app only after configuration is verified.

Live updates are not appearing​

Confirm network connectivity, selected event and session, and whether the host has started the real-time feature. Live quizzes require a stable internet connection — ask the attendee to check Wi-Fi or mobile data.

QR scan is failing​

Check device camera permission, brightness, network connectivity, and whether the QR badge belongs to the correct event. For distant or small codes, use pinch-to-zoom on the scanner screen. Confirm the QR code is not damaged, obscured, or on a screen with low brightness.

App update prompt keeps appearing​

The app checks the Play Store or App Store listing for the minimum supported version. If the user is on an older version, they must update through their device's app store before they can continue. If the prompt persists after updating, ask the user to:

  • Confirm the update completed successfully.
  • Force-stop and reopen the app.
  • Check that they are using the official app store version.

Mobile shows specific error messages​

The mobile app surfaces detailed error messages instead of generic text. Common messages and their causes:

  • Timeout / connection timed out — Poor network or the server is slow. Ask the user to retry on a stable connection.
  • No internet connection — Device is offline. Confirm Wi-Fi or mobile data is active.
  • 5xx server error — Backend issue. Escalate to the technical team.
  • 4xx client error — The request was rejected. Confirm the user is logged in, has selected the correct event, and the feature is enabled.

Use the exact error text to diagnose faster.

I didn't receive my WhatsApp ticket​

Check the following:

  • The WhatsApp registration was approved (manual approval may still be pending).
  • The registration confirmation template is mapped and approved by Meta.
  • The phone number used for WhatsApp matches the one on the registration. Ask the attendee to message "ticket" on WhatsApp to request a resend.

Payment links are time-limited. If expired, the attendee should:

  • Request a fresh payment link from the registration channel used for the event.
  • Contact the organizer if the registration channel cannot provide a new link.

My payment went through but registration shows pending​

If a payment succeeded but the registration remains pending:

  • Confirm the payment completed on the gateway side.
  • Escalate to the technical team with the event and registration details.
  • Do not ask the attendee to pay again.

The WhatsApp assistant doesn't understand my question​

The assistant's knowledge is grounded in the event content configured in admin. Try rephrasing the question or using simpler terms. If the assistant still cannot answer, it will provide the event's support contact email. The assistant cannot answer questions about topics not covered in the event content (sessions, speakers, venue, dates, registration).

When should support escalate?​

Escalate when the account, event, registration, and feature configuration are correct but the user still cannot access the expected behavior. Always include the event name, attendee account or registration ID, and any error messages in the escalation.