Troubleshooting Guide: Common Issues and Solutions

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.