Why can't my attendees log in to the Attendee Hub Website or App?

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Try the solutions below if an attendee is having trouble logging in to your Attendee Website or Event App.
 
NOTE: This content was created for the New Experience. If you haven't already, click Switch Now at the top of your account to follow these steps.

Make sure they registered for the event
The attendee won't be able to access the Attendee Website or Event App until they do. If you're using Attendee Hub without Registration, go to the next solution.

 
1 Select your event.
2 From the left-hand navigation, click Attendees, then Attendee List.
3 Search for the attendee's name in the search bar.
If the attendee is not on the list, add them as an invitee and direct them to register for the event. If the attendee is on the list but not in "Accepted" status, go to the next step.
From the list of results, click the attendee's name.
Hover over Actions in the top right, then click Resend Invitation.
7 Select the Invitation email from the pop-out menu, then click Confirm.
 
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Make sure you added them as a registrant
If you're using Attendee Hub without Registration, attendees must be manually added in Cvent. Otherwise, go to the next solution.

1 Select your event.
2 From the left-hand navigation, click Attendees, then Attendee List.
3 Search for the attendee's name in the search bar.
If the attendee is not on the list, add them as a registrant. If the attendee is on the list but not in "Accepted" status, go to the next step.
From the list of results, click the attendee's name.
Hover over Update Status in the top right, then click Register.
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Look up their verification code
Logging in from the Attendee Website or Event App will prompt a verification code email to be sent, but you can look up the code if the attendee can't access it.
 
1 Direct the attendee to check their spam or junk folder for the code.
2 If the attendee provided their mobile number during registration, ask them to check their text messages for the code.
3 If the attendee doesn't see the code, log in to Cvent and select your event.
From the left-hand navigation, click Attendees, then Attendee List.
5 Search for the attendee's name in the search bar.
From the list of results, click the attendee's name.
In the Contact Information section, locate the attendee's email.
Ask the attendee to confirm their email address. Do not share the email listed in Cvent with the attendee.
If the email the attendee provides matches what's listed in Cvent, go to the next step. If it doesn't, tell the attendee the email they provided isn't a match and ask them to try logging in again using the email they registered for the event with. Do not continue to the next step.
10 In the Invitee Status section, locate the six-digit code in the Login verification code field.
11 If the code is expired, hover over Actions in the top right, then click Create New Verification Code.
12 Email the code to the email address listed in the attendee's contact record. Do not share the code over the phone or send it to a different email address not listed in Cvent, even if requested by the attendee.
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Ensure they received an Event App invitation
For the Event App, resend the invitation to bring it to the top of the attendee's inbox.
 
1 Select your event.
From the left-hand navigation, click Email, then Event Emails.
In the Post-Registration Emails section, click the Manual Send Icon icon to the right of the Mobile App Invitation email.

4 Search for the attendee's name in the search bar.
Check the box beside the attendee's name in the list of results.
Click Send Email, then Confirm.
If they don't receive the invitation, ask the attendee to check their spam or junk folder.
If they still don't see an invitation, it could be a deliverability issue. Share our IP addresses with the attendee to help their tech department fix the problem.

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Restore their access
If an attendee is receiving the "Too many failed login attempts" error, or if their registration has been cancelled after they've already logged in, you must manually restore their app access.

1 Select your event.
2 From the left-hand navigation, click Attendees, then Attendee List.
3 Search for the attendee's name in the search bar.
If the attendee is in "Cancelled" status, they'll need to re-register for the event, or you'll need to re-register for them. If the attendee is in "Accepted" status, click their name and go to the next step.
In the Invitee Status section, the attendee's Login Access will show as Revoked. Hover over Actions in the top right, then click Restore Login Access.

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