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Common Issues

Find solutions to common issues you might encounter while using GatherHub.

Registration Issues

Can't Complete Registration

Symptoms: Registration form won't submit

Solutions:

  1. Check all required fields are filled
  2. Verify email format is correct
  3. Clear browser cache
  4. Try a different browser
  5. Disable browser extensions

Payment Failed

Symptoms: Payment doesn't process

Solutions:

  1. Verify bank account has sufficient funds
  2. Check if bank is supported
  3. Try a different payment method
  4. Wait and retry
  5. Contact your bank

No Confirmation Email

Symptoms: Registration complete but no email

Solutions:

  1. Check spam/junk folder
  2. Verify email address is correct
  3. Wait 5-10 minutes
  4. Request resend from organizer
  5. Contact event organizer

Check-In Issues

QR Code Won't Scan

Symptoms: Scanner doesn't recognize code

Solutions:

  1. Ensure good lighting
  2. Clean camera lens
  3. Hold steady, not too close/far
  4. Try manual search by name
  5. Check ticket is valid

Already Checked In Error

Symptoms: Shows already checked in

Solutions:

  1. Confirm previous check-in
  2. If error, contact staff
  3. Check re-entry settings
  4. Verify correct event/session

Scanner Not Working

Symptoms: Camera won't activate

Solutions:

  1. Grant camera permission
  2. Refresh page
  3. Try different browser
  4. Restart device
  5. Use backup check-in method

Payment Issues

Payment Pending

Symptoms: Payment stuck in pending status

Solutions:

  1. Check bank for transaction
  2. Wait for processing (up to 24 hours)
  3. Upload receipt for manual payment
  4. Contact organizer
  5. Do not pay again

Wrong Amount Charged

Symptoms: Charged different than expected

Solutions:

  1. Review order details
  2. Check for discount codes
  3. Verify ticket type selected
  4. Contact organizer for clarification
  5. Request refund if error

Refund Not Received

Symptoms: Refund approved but not in account

Solutions:

  1. Wait processing time (3-14 days)
  2. Check with your bank
  3. Verify correct account
  4. Get transaction reference
  5. Contact organizer with details

Certificate Issues

Certificate Not Available

Symptoms: Can't find or download certificate

Solutions:

  1. Verify you met attendance requirements
  2. Check if event has ended
  3. Wait for organizer to generate
  4. Check portal for availability
  5. Contact organizer

Wrong Information on Certificate

Symptoms: Name or details incorrect

Solutions:

  1. Contact organizer
  2. Provide correct information
  3. Request regeneration
  4. Wait for updated certificate

Certificate Won't Download

Symptoms: Download fails or errors

Solutions:

  1. Try different browser
  2. Disable popup blocker
  3. Try different format (PDF/PNG)
  4. Clear browser cache
  5. Contact support

Email Issues

Not Receiving Event Emails

Symptoms: Missing communications

Solutions:

  1. Check spam folder
  2. Add sender to safe list
  3. Verify email address
  4. Check notification settings
  5. Contact organizer

Unsubscribed Accidentally

Symptoms: Stopped receiving wanted emails

Solutions:

  1. Contact event organizer
  2. Re-register for updates
  3. Update notification preferences
  4. Check organization communications

Account Issues

Can't Log In

Symptoms: Login fails

Solutions:

  1. Reset password
  2. Check email is correct
  3. Try passwordless login
  4. Clear browser cache
  5. Contact support

Account Locked

Symptoms: Access denied

Solutions:

  1. Wait 30 minutes
  2. Reset password
  3. Contact support
  4. Verify account status

Performance Issues

Page Loading Slowly

Symptoms: Slow page loads

Solutions:

  1. Check internet connection
  2. Clear browser cache
  3. Try different browser
  4. Disable extensions
  5. Try the GatherHub app on your phone

Dashboard Not Updating

Symptoms: Data seems stale

Solutions:

  1. Refresh the page
  2. Clear cache
  3. Check internet connection
  4. Wait and retry
  5. Contact support if persistent

Mobile Issues

App Not Working

Symptoms: The GatherHub app won't open a page, or looks out of date

Solutions:

  1. Check your internet, then close and reopen the app (updates load by themselves)
  2. Restart your phone
  3. Remove the app from your home screen and add it again. On iPhone, use Safari
  4. Use GatherHub in your phone's browser in the meantime

Crew Scans Not Showing Up

Symptoms: Guests were scanned but don't show as checked in

Solutions:

  1. The scans may have been made without internet. In the app, open More → Sync centre
  2. Tap Sync now once you're online
  3. Fix or discard anything under Needs attention
  4. Keep the app open until Waiting to sync shows 0

See Using the app without internet.

QR Code Not Displaying

Symptoms: Can't see QR on mobile

Solutions:

  1. Increase screen brightness
  2. Rotate screen
  3. Open the ticket in the GatherHub app (Ticket tab). It also opens without internet once saved
  4. Download ticket PDF
  5. Print ticket as backup

Still Need Help?

If your issue isn't listed:

  1. Check the FAQ
  2. Contact event organizer
  3. Email [email protected]
  4. Include:
    • Event name
    • Your email
    • Description of issue
    • Screenshots if possible

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