There are instances when your event participants may reach out to you directly for support.

Perhaps they will have questions that pertain specifically to the event itself, in which case you may wish to direct towards dedicated FAQ page available in the app.

Participants may also reach out for technical support. Below are some tips on how you, as a Backstage user and/or event organizer, can support your event participants in certain situations.

Remember that you can also refer them to the participant troubleshooting article to see if they can find a solution there based on their needs.

A participant is not receiving emails sent from my event

If your participants are not receiving the emails sent from your event, please refer to our My participants do not receive emails sent through Backstage article for information on how to resolve this.

A participant cannot access the event

We recommend that your resend the event invitation email to the participant from Backstage. If the participant does not receive the email or still can't access the event, try to send the event access link directly to them from your own email address.

If this does not help, you can provide our participant troubleshooting article to see if they can find a solution there based on their needs.

A participant is experiencing difficulties with live streams

Start by sharing our live stream test tool with the participant. This will allow them to check if their difficulties are due to their internet connection.

If the problem is caused by their internet connection, more information on how they can improve this, as well as the system and browser requirements, is available in our participant troubleshooting article.

We also recommend that participants do not use a VPN if possible.

A participant cannot update their personal information

Participants should always be able to update their own personal information in the event. You can however update a participant's profile information directly in Backstage, in the Users module, by searching for the user their and editing their details.