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.

Content appears wrong or missing

Confirm the selected event, environment, and whether the admin team saved the content. 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.

QR scan is failing

Check device camera permission, brightness, network connectivity, and whether the QR badge belongs to the correct event.

When should support escalate?

Escalate when the account, event, registration, and feature configuration are correct but the user still cannot access the expected behavior.