EventsAir

FAQs

How do URLs and custom domains work in EventsAir?

FAQs - Quick fixes & troubleshooting

How to help ensure your emails are delivered

Why are emails going to recipients' junk mail folders?

How do I stop error messages when people click on my email links?

Email problems

Why is my registration site blocked for some attendees?

Common error messages and how to fix the issue

Error messages

Why is Pay Online 'grayed out' (not available as an option) in my payment page setup?

Why did stored credit card details expire before the card expiry date?

How do I reconcile payments and payouts made via EventsAir Pay powered by Stripe?

Financial-related troubleshooting

The most common cause of interactive (registration) sites stuck on the 'loading' screen

Why is my interactive site constantly loading?

Ensure all your functions have fee types associated with them

Why are functions not appearing on my interactive site?

Why is my (cloned) event showing “FULL” for inventory items on the interactive site, even when nobody’s registered?

Modern Event Website updates to URLs (June 2026)

Fix problems with your event website or registration sites

Website fixes

Troubleshooting issues with "My Agenda" in the Attendee App

Why aren’t items showing up in the “My Agenda” section of the Attendee App?

Troubleshooting problems with saving your Attendee App

Why won't my Attendee App save?

Why is an abstract or paper not showing in the Presentation Portal?

Why can't my reviewer log into (or see the right Abstracts in) the Reviewer Portal?

Questions about problems with apps & portals

Troubleshoot Apps & Portals

Changing an attendee's password, or re-sending their password reset email.

How do I change/edit an attendee's password (or send a reset password email)?

The most common cause of constant EventsAir password requests

Why does my log-in screen keep asking me to create a new password?

Re-setting a colleague's EventsAir password

How can I reset another EventsAir user's password (when they're not getting the reset password email)?

Why don't my presenters (exhibitors, sponsors, etc) receive their password reset email?

How do I change my EventsAir user password?

Password problems

Why can't my attendee log in to the OnAIR portal?

Common reasons for presenters dropping out of AIRCast Studio

Why do presenters keep dropping out of AIRCast?

OnAir, AirCast, and remote

How do I make sure my images (photos, logos, etc) appear? [Brand specs/image sizes]

More about the support changeover (November 2024) and where to see tickets you submitted earlier

Can I see all my old support tickets?

Troubleshoot errors with submitting survey responses

Why can't attendees submit survey [responses]?

Why can't I delete an attendee record (and can I undo this action)?

Support & FAQs

Why did my dashboard widgets disappear?

What causes cached data and how to quickly clear it

Why can't I see changes/updates I just made? (Browser caching and how to fix it)

Quick fixes not covered under another category

Troubleshooting miscellaneous issues

How do I start or get back to the EventsAir Academy learning program?

Can't log in? Confused about your exam? Get help here

EventsAir Academy or Rising Star (Education programs)

From your initial concept to the night before

FAQs - Planning to start date

How do I set up EventsAir User Single Sign-On (SSO) for my team (other EventsAir users)?

What is the "Event Time Zone" [timezone] used for in the Event Setup?

How do I set up Attendee Single Sign-On (Attendee SSO)?

How do I set up Attendee Single Sign-On for colleagues (with Entra ID)

How do I set up Attendee Verification?

How do I use the Registration Recovery feature?

What items/information will be included in a cloned event?

Setting up

Can I choose any image as the icon for the Attendee App icon on a device (home screen)?

Can you help with Branded Attendee App developer accounts (Apple/Google)?

How can I hide published pages on my [Legacy] event website?

Can you connect a custom URL (domain) to my event(s)?

Can you transfer my existing custom domain (URL) to my event website?

How do I make the 'next' or back' buttons on an interactive site appear directly under the registration questions?

What internet browsers do you recommend?

How do I link to another site from my [Legacy] event website navigation?

How do I clone my event website (built in the Modern builder)?

How do I extend the "live until" date of my event website?

How does phone number validation work (on interactive registration sites)?

Common questions about websites, apps and portals

Online tools (e.g. websites)

How can I check if an email's been delivered, and how do I clear the blocked and bounce list in SendGrid?

Can I add an Auto Login Token to my HTML for communications?

Where are Attendee App exports sent from?

Questions about communicating, emails etc

Communicating

How do I get extra information during registration using Custom Fields?

How can I tell if there’s an “abandoned cart” on my registration site?

Questions specifically about registrations

Registrations

How do I allow ongoing editing of abstracts in the Presentation Portal?

Can I see which guest speakers/presenters have (or haven’t) submitted a particular document?

What's the maximum file size for presentations?

In the Presentation Portal, what's the difference between Supporting Documents and Additional Documents?

Why are some people seeing their session multiple times in the Attendee App?

From reviewing abstracts to organizing presenters & more

Guest speakers/presenters

Can I have multiple items (sessions, functions, breaks) in the agenda with the same name?

How does the Agenda filter work on an event website?

Questions about agenda sessions, tracks, options, activities & more

Creating an agenda

How do you set up a separate contact record when an attendee wants to bring a guest to a  function?

Catering, tables, guests, optional extras and more

Functions, tours, ticketed events

How can I record transfers (to and from a hotel), e.g. to include on an itinerary?

Can we accept the full accommodation amount rather than just a deposit?

What is the meaning of the different ‘Hotel Notification Status’ values?

How do I make an attendee’s itinerary appear in a particular order?

How do I allocate sub blocks to a hotel (and room type if needed)?

Why do my accommodation search dates not match my inventory dates?

Questions about setting up hotels, flight sectors and more

Accommodation & travel

Why aren’t lead management options appearing in the Exhibition Portal?

How do I create an exhibitor passport for attendee to track their stand visits?

Why can’t I see my exhibitors in the exhibitor module in the event website?

Why are some exhibitors on the event website displaying under multiple headings?

Why aren’t scanned leads showing in the Exhibition Portal, when they’re on the Attendee App?

How do I create and apply a package (e.g. for Exhibitors)?

How do I make Exhibitors appear in the ‘Pre-scheduled Meeting Preference App’?

Questions about trade shows, sales events, lead management and more

Exhibitors

How do I put my custom fields into my name badge (or report)?

Can I add table allocation to name badges?

Can I add an Attendee Assistant (chatbot) to my Attendee App?

From name badges to run sheets & last-minute changes (including attendee alerts)

Preparing to go on-site

How do I download all my attendee photos from AirDrive (or export the links for them)?

How do I print information directly from an attendee's record?

For filtering purposes, how do I convert a column of ID's into ID's with a comma between?

How do I exclude/filter out certain groups of people?

Questions about managing attendee records (before your event)

Attendee Management (before the event)

Can I change the font (in my websites, portals and apps)?

What dimensions should I use for images (e.g. to stop them loading too slowly)?

Is there a faster way to enter in dates and times?

What's the HTML code to make my interactive site capitalize letters differently?

Is there a way to remove a page from a Membership Portal?

Can I add some code/script to set a maximum number of characters for a field on a registration site?

How do I update my Attendee App CSS?

Express Actions, design & images, and more

Tips & Tricks

Help with check-in, onsite tools, gamification & more

FAQs - During your event

What are the options for self check-in / staffed check-in (or check out of) functions and sessions using computers, QR codes, Attendee App, Beacons?

How do I set up a Self Check-In Kiosk on a computer (in Chrome browser)?

Can I ‘undo’ check-in status and details (for an event or function)?

Questions about different ways to check in

Check-in processes

How do I check an attendee's engagement/gamification points?

How do I enable gamification leaderboards?

Prizes and Coins

How can I make a goal only be visible/active at a certain time?

How do I edit, delete, or moderate posts in EventStream?

Why are some attendees not visible in the Attendee App?

Questions about using EventStream (social networking & goals/points/badges/coins)

Gamification & EventStream

Useful reporting & project management tools, including the Organizer App

FAQs - Reporting & project management

How do I add Attendee QR codes to a report?

How do I make a report into a certificate?

How do I make my reports available in other events?

How do I combine multiple fields into one expression in a report?

How do I rotate or flip text, images, or other elements in a report or name badge?

How do I change the format for the date and time in a report?

How do I change the name of a report I've just copied?

How do I use Summary Fields, Calculated Fields and Expressions in Reports & Name Badges?

Reports

Can I show the Project Manager in the Organizer App?

How do I log in to the Organizer App?

Project management tools (including Organizer App)

How do I set up a recurring payment reminder email?

How do I select a different e-commerce account for specific interactive sites?

What steps do I take to go live with my interactive site, especially if I'm using an e-commerce gateway?

How can an attendee update their credit card details on a hotel booking?

How do I merge two invoices into one?

How do I record a partial payment on an attendee's record?

What text can I put on my websites to let attendees know about PCI Compliance (security of credit card details)?

How do I manually process a payment?

FAQs - Accounting & Financial

Why are session scan-in or scan-out times in the OnAir Portal sometimes a bit different in other reports in EventsAir?

FAQs - Live streaming & remote attendees

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