Troubleshooting Guide: Common Issues and Solutions
Quick reference guide for resolving common issues you might encounter while using Eventiry. Find solutions to technical problems, ticket issues, and other challenges.
Introduction
Even with the best preparation, you may encounter issues while managing events. This troubleshooting guide provides solutions to common problems and helps you resolve them quickly.
Ticket and Payment Issues
Issue: Tickets not showing in attendee list
- Solution: Refresh your dashboard and check if payment was completed. Verify the order status in your orders section.
- Prevention: Always confirm payment completion before considering tickets sold.
Issue: Duplicate ticket purchases
- Solution: Check order history for duplicate orders. Issue a refund for one of the duplicates if needed.
- Prevention: System prevents duplicate purchases automatically, but verify orders if attendees report issues.
Issue: Payment processing errors
- Solution: Check payment gateway status and settings. Verify your payment methods are properly configured.
- Prevention: Test payment processing before events go live. Keep payment gateway credentials updated.
Check-in Problems
Issue: QR codes not scanning
- Solution: Ensure good lighting and camera focus. Try manual check-in using attendee name or email.
- Prevention: Test QR scanning before events. Have backup manual check-in procedures ready.
Issue: Attendee already checked in (duplicate)
- Solution: System prevents duplicates automatically. Verify identity if ticket was transferred. Check attendance records.
- Prevention: Monitor check-in in real-time. Educate staff on handling transfers.
Issue: Check-in app not working offline
- Solution: Ensure app is updated to latest version. Check if offline mode is enabled in settings.
- Prevention: Test offline functionality before events. Sync data when connectivity is available.
Technical Issues
Issue: Dashboard not loading or slow
- Solution: Clear browser cache and cookies. Try a different browser or device. Check internet connection.
- Prevention: Use supported browsers. Keep browser updated. Have backup devices ready.
Issue: Email notifications not sending
- Solution: Check email settings and templates. Verify recipient email addresses are valid.
- Prevention: Test email notifications before events. Monitor notification delivery in dashboard.
Issue: Unable to export data
- Solution: Try different export formats (CSV, PDF). Check if data is available for export. Refresh and try again.
- Prevention: Export data regularly. Don't wait until the last minute.
Event Management Issues
Issue: Unable to edit event details
- Solution: Check if event is published and if you have edit permissions. Try saving drafts first.
- Prevention: Review all details before publishing. Use draft mode for major changes.
Issue: Ticket types not updating
- Solution: Refresh the page. Check if tickets have already been sold (sold tickets can't be deleted).
- Prevention: Finalize ticket structure before going live. Make changes carefully.
Issue: Analytics not showing correct data
- Solution: Wait a few minutes for data to sync. Refresh the analytics page. Check date filters.
- Prevention: Analytics update in real-time but may have slight delays. Export data for verification.
Attendee Communication Issues
Issue: Emails not reaching attendees
- Solution: Check spam folders. Verify email addresses are correct. Test with a small group first.
- Prevention: Use clear subject lines. Avoid spam trigger words. Maintain good sender reputation.
Issue: Mass messaging not sending
- Solution: Check recipient limits. Verify all email addresses are valid. Send in smaller batches if needed.
- Prevention: Segment large lists. Test with small groups first.
Financial Issues
Issue: Payout not processing
- Solution: Verify bank account information is correct. Check payout status in dashboard. Contact support if needed.
- Prevention: Verify bank details before requesting payouts. Keep account information updated.
Issue: Revenue calculations incorrect
- Solution: Check date filters. Verify all events are included. Export detailed reports for verification.
- Prevention: Review financial data regularly. Compare to individual event reports.
General Troubleshooting Steps
When encountering any issue:
- Refresh: Refresh the page or restart the app
- Verify: Check your settings and configuration
- Test: Try the action on a different device or browser
- Check: Review recent changes that might have caused the issue
- Document: Note the steps to reproduce the problem
- Contact: Reach out to support with details if needed
When to Contact Support
Contact Eventiry support if:
- Issues persist after trying troubleshooting steps
- You encounter payment or financial discrepancies
- Data appears to be lost or corrupted
- Security concerns arise
- You need assistance with advanced features
Preventive Best Practices
- Test all features before events go live
- Keep software and apps updated
- Have backup plans for critical functions
- Document procedures for your team
- Regularly backup important data
- Monitor systems and dashboards regularly
Conclusion
Most issues can be resolved quickly with the right troubleshooting steps. When in doubt, document the issue and contact support. Being prepared and having backup plans minimizes the impact of unexpected problems.