Below you'll find a list of the frequently asked questions that may be helpful.
Please note that you can also search our knowledge base for any functionality of task you'd need to perform. We also have a full getting started section to help you discover and learn how to use Backstage.
General questions
What do I do if my Backstage credentials aren't working and I can't log in?
You can reset your password by clicking on the dedicated button on the Backstage log-in page:
What do I do if data is present in Backstage but it is missing in the app?
Make sure you have synced the app after you made changes in Backstage.
If data is still missing, report the problem to Backstage Support indicating as much information as possible, including examples.
What do I do if data is present in the app but it is missing in Backstage?
In most of the cases, a problem may have occurred while uploading data using excel sheets.
Report the problem to Backstage Support indicating as much information as possible, including examples of missing data and our team will be more than happy to investigate and fix the issue.
I don't know how to use a feature
Our knowledge base contains a variety of articles explaining out to use our platform. You can serach it using the search function here.
Please, raise a "How to use a functionality?" request and our team will get back to you in a timely manner.
More information on this is available on the How to contact support article.
What do I do if participants don't see the workspace in their apps?
- Your workspace has been set to “Production” status in Settings > Workspace > General.
- The user has downloaded the correct container app.
- The user is entering their credentials correctly.
- The user is connected to a reliable internet connection.
Is there a limit for the amount of data storage on a workspace?
There is no per-workspace limit. Individual files however cannot exceed 100mb. More information on file sizes and file compression is available in the Document file sizes and recommendations article.
How can I copy an existing workspace?
To create a new workspace based on an existing one, we recommend that you:
- Create a workspace template using the workspace you want to copy.
- Create a new workspace by selecting the template that was created in step 1.
More information is available on using workspace templates.
More information is also available on the data and settings that are included in workspace templates.
How are times and time changes managed by the SpotMe platform?
Times in the workspaces are selected using the Venue time zone field when creating the workspace.
The time of the workspaces is updated automatically, based on the selected time zone, including for changes between summer time and winter time. The Venue time zone field is also visible in the workspace general settings:
Activity challenge questions
Activity challenge points are not showing for a particular user in the leaderboard?
Make sure that the user has analytics enabled within their profile and that their status is “Active”.
When I try to export the leaderboard from Backstage, it fails
Check whether the leaderboard name contains any special characters or if it is using a different language than English. If needed, change the leaderboard’s name to be using only standard latin characters and export it again.
Names of participants/teams are not showing in the leaderboard
Make sure the “Entries format” field is configured properly.
For example, if you want the leaderboard to display points for teams, the correct configuration would be, “Header label” = “Team” (or any other name you would like to use), and in the “Cell template” field you need to put “{{groupName}}”.
I am not receiving points for an activity with “Document view”
Make sure that the user's profile has analytics enabled.
Agenda questions
How can I remove the “Browse full agenda” preview?
This screen is known as the agenda discover screen. You can remove it by going to Sessions > Preferences > Agenda discover, and by unselecting the "Enable discover screen" option.
How can I sort agenda sessions in a specific order?
Go to Settings > Metadata > Session, and add a metadata called “force_order” with type “number”. Then fill in the newly created metadata field for each session with a respective number for the order.
Badges and certificates questions
How can I print certificates in Backstage if my event has more than 500 users?
Backstage allows "mass prints" for no more than 500 users, so in order to work around this you can create additional user metadata, in order to break up the users into smaller groups, and then create different print jobs based on it.
Emailing questions
How can I upload a banner to an email template?
Images for emails cannot be hosted as files in the workspace. Instead you will need a URL that points to your image:
- Go to Design > Emailing > Templates.
- Click on the little icon for “Insert/edit image” from the toolbar in the “Message” section.
- In the window that will appear, in the "Source" field, you can add a URL to the picture you would like to add.
You will need to upload the image to a third-party hosting website (such as https://postimages.org/ for example), to obtain an URL that points to your image.
Please make sure you are copying the direct link to the image, meaning that your link should end in .jpg/.png (depending on the file format).
The recommended size for the email banner is 600x150px, PNG format. - Enter the URL in the source field in Backstage, and click OK.
How can I send emails to targeted app users?
This is done via the Users's module. Go to Content > Users via the workspace main menu, and click on the Send email button in the user's list.
Here you can choose among the available default targeting options, or select Custom targeting:
More information on using custom targeting when sending emails.
Forms questions
How can I to export form results?
In order to extract the results from the forms that users have filled in, go to Content > Forms > Results > Export Raw Results. This way results will be exported in an excel sheet (CSV or XLSX format) and you also have the option to choose which details to be included in the report (first name, last name, country etc).
Should you wish to view the results first and then filter them, you need to go to “View Results” and then apply the respective filters. If you wish you can also export the aggregate of the results with graphical representations in a pdf format by clicking on the "Print" option and then saving the file in the desired format.
I am submitting my form but no results are displayed in Backstage
Please make sure the “Survey response generator” behavior has been added to your form template.
Notifications questions
How can I attach a form to a notification?
You'll need to create metadata to do this:
- Go to Settings > Metadata > in the first dropdown, select Message.
- At the bottom, click on Add a new field, and in the first blank field, type "linked_form" for example, then in the second field type the name of your choosing - Linked forms, for example.
- In the third row, from the drop-down, select "external", and then from the dropdown below it, select "Questionaire", and then click Save.
After you've created the metadata, go to “Notifications” >“Default display template”:
- Add a “Link list” component and set it as a “Item field”, and select the metadata you created.
- Now go to "Notifications" and create a new notification. You will notice that you have an additional dropdown, called “Linked forms” in the right-hand options, from where you can select the form to attach to the notification.
I am not receiving a pop-up notification from the app on my device.
- Your app is up to date with the latest app version installed.
- You have enabled pop-ups on your device (managed in the device settings).
- You have enabled pop-up notifications from the app on your device (managed in the device settings.
- If you are sending a scheduled message (with specific time and date) make sure your app has been synced after the notification was created in Backstage
Speakers questions
Speakers are not displayed in Backstage and cannot be added manually
This may be caused when importing your speakers. The labels of the columns in the excel file should be "presenters.0", "presenters.1", "presenters.2", or "tags.0", "tags.1", "tags.2" for example. In order to fix this, please export the presenters xls sheet from your workspace to work on that as a basis. You can then change "presenters" to "presenters.0" in the excel file and import the speakers again.
User questions
User and/or speaker photos are displaying in landscape in the app
This can occur when using Safari and Internet Explorer, and is caused by orientation EXIF metadata present in the image file.
You'll find information on how to remove this metadata at the following links for Windows and Mac.
Can we give the participants the option to make their profiles visible or not in the app?
Yes, the user profile page in the workplace can be configured to include a field (using the fp_status metadata) that allows participants to toggle whether they want their profile to be visible in the user list or not.
Analytics and dashboard questions
As a Backstage user, how can see how many event participants downloaded the mobile app vs the web (desktop) app?
Go to your event dashboard, and access the Registrations and activation report.
Registration page questions
Is it possible to allow participants to choose, via the registration page, whether they want to be visible in the participant list of the app ?
The registration page for your workspace can be personalized so that it includes an option for app users to select their preference in terms of visibility.
To do so, you will need to add a relevant field with a choice list to the public login form, that uses the user fp_status metadata.
Should you need help with this, please reach out to SpotMe support.
Web app questions
Will a virtual event auto-refresh as changes are made to the workspace in Backstage?
The feeds in your event will immediately auto-refresh: For other changes made, such as the menu or other items, partipants will need to reload the page in their browsers.
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