Contact support

If Troubleshooting doesn’t solve it, ask for help.

Who can do this: Anyone.

Where: Your OnStage contact

Start with your org admin

Many problems are about access: a page you can’t open, a button you don’t see, a forgotten password. Your organisation’s admins can change roles and reset passwords on the Staff page, so ask them first. Roles: who can do what lists what each role can open.

Then ask OnStage

For everything else, contact your OnStage contact, the person at OnStage you have been working with on your event. Ask them in particular for:

• Anything the dashboard tells you to take to OnStage support, for example a password reset for a login that belongs to several organisations, or an email address that already has an OnStage login.
• Setting up a custom domain for your organisation’s dashboard.
• Your organisation’s app, if your events don’t appear in it although they are live and listed.
• A page that keeps showing an error after you reload it.

What to include

You’ll get an answer faster if you say:

• The organisation and the event name.
• The page you were on, or the organiser app screen.
• What you did, what you expected, and what happened instead. Copy any message exactly as it appeared.
• For a participant’s problem: their name, and the phone and app they use.
• Roughly when it happened, with your time zone.