Troubleshooting

Find what you are seeing below. Each answer says what causes it and what to do.

Who can do this: Anyone can read this page. Most fixes need an org admin.

Where: The dashboard and the organiser app, as named in each answer

Participants can’t find the event in the app

The app’s join screen lists an event as a card only when all of these are true:

1. The event is live. On the event’s Overview, the status must be Live, not Draft or Ended. Click Go live if it is still a draft (see Go live).
2. The event is listed. Open the account menu at the top right of the dashboard and choose App event list (see App event list and join screen). Under Events in the app, switch Listed on for the event and save. A listed event that isn’t live yet says “Listed — shows in the app once it’s live”.
3. The app is your organisation’s app. Participants need the app your organisation uses. If the event is live and listed and still doesn’t appear, ask OnStage support to check your organisation’s app.

Participants can always join with the event code instead, as long as the code box shows (see below).

The event code doesn’t work

• The event isn’t live. A code only works while the event is Live. A draft or ended event’s code is refused. Check the status on Overview.
• The code was replaced. If someone made a New code in Onboarding and confirmed Replace code, the old code, and every poster and QR code printed with it, stopped working straight away. Check the current Event code on Overview and share that. See Event code.
• There is no code box. On App event list, under Code entry, Show the event-code box on the join screen decides whether participants can type or scan a code. With Hide, people can only join by tapping a listed event’s card. With Each event decides, the box may sit behind “Have an event code?”. See Code entry and Join screen: how people find the event.
• They can open the event but can’t register. Registration open is off on Content → Onboarding, Details step (or Registration is off in Live switches in the organiser app). Nobody new can register while it is off.

A page is dimmed or tagged “Off”

The page belongs to a module that is switched off for this event. It still opens, and you can prepare its content, but the top of the page says “Participants can’t see this — the Name module is off.” Click Turn on in Modules on that line, or open Modules and switch it on. See Feature switches (modules).

In the organiser app, a tool whose module is off doesn’t appear under Overview at all. Turn it back on in Live switches (for the modules listed there) or on the dashboard’s Modules page.

I can’t open a page, or a button is missing

Your staff role limits what you see. Pages your role can’t open aren’t in the sidebar, and if you open one by its link you see “Your role (role) can’t open this page. Ask an org admin.” On pages you can open, a banner at the top says what your role can do, and buttons for things you can’t do are hidden.

Ask an org admin to change your role on the Staff page if you need more. For example, only the Admin role can check people in, send announcements or export data. See Roles: who can do what for what each role can do.

A participant is stuck on another device

Each participant’s sign-in is tied to one device. If they changed phones, or someone else signed in on theirs, they are blocked and the attempt shows on Security as Account active elsewhere or Device already in use. An org admin can release the device from the Security page or from the participant’s drawer. See Blocked sign-ins and stuck devices.

A banned participant can’t get in

Someone clicked Ban for them on Participants, and each attempt to sign in shows on Security as Banned participant tried to sign in. If that was a mistake, an org admin clicks Activate on their row or in their drawer on Participants. See Ban, remove, restore or delete.

The scanner says “Not an Event Pass”

The QR code isn’t a participant’s pass, for example a poster or a screenshot of something else. Ask them to open their pass in the app and scan again, or use Find by name on the Check-in tab. See Check in participants.

The organiser app has no Check-in tab

The Check-in tab only shows for the Admin role. Ask an org admin to change your role on the Staff page if you are working the door.

Submissions are in, but nobody got points

The challenge has Require moderation on, so its submissions wait as Pending until someone approves them. Approve them on Moderation. See Moderate submissions and photo IDs.

Participants can’t open Announcements

The Announcements module is off. Announcements you send still arrive (and push), but participants can’t open the list in the app. Turn it on in Modules (see Feature switches (modules) and Send an announcement).

An export link says it has expired

Export again from the Export page for a fresh file. See Export your data.

Still stuck?

See Contact support.