Troubleshooting for audiences

Below are the frequently asked questions from audience members that solve common problems as quickly as possible.

Publishing an FAQs page on your website helps audiences understand how to take part in the live experience and prepare ahead of time.

I am having trouble signing up for an account.

Before the client begins the sign-up process again, verify the following with them:

• You are using Google Chrome or the latest Microsoft Edge (Version 86.0 or higher).

• You have disabled any VPNs you are using.

• You have disabled any extensions installed on your browser.

• Your company firewall isn't blocking our website.

• Your internet speed is sufficient (at least 25 Mbps).

What does the error "The email must be a valid email address" mean?

If your user is seeing the message "The email must be a valid email address" when they try to create an account, please email us at [e-mail] with the email address of the affected user.

We will need to manually clear the email validation cache. This is because when users try to register on the site, we run the email address through a third-party service to validate it. This is very important to keep the data clean and to avoid email delivery issues. If we have a lot of emails bouncing, our reputation goes down, and the delivery is affected. The email address is validated based on: Mailbox detection Syntax checks (RFC defined grammar) DNS validation Spell checks Email Service Provider (ESP). We only run the validation checks once every 30 days for each email address. The issue with email validation usually happens when there is a temporary issue with the DNS for the domain, which causes the validation to fail. As it is cached for 30 days, the invalid state persists.

I cannot access the event. What do I do?

Please check the following on the system:

• The client has an account created on the system.

• Their email domain is not present on one of your blacklists.

Before the client begins their registration again, verify the following with them:

• You are using Google Chrome or the latest Microsoft Edge (Version 86.0 or higher).

• You have disabled any VPNs you are using.

• You have disabled any extensions installed on your browser.

• Your company firewall isn't blocking our website.

• Your internet speed is sufficient (at least 25 Mbps).

I am not receiving emails.

• Get the user to check their spam folder for the email.

• Check that the email the user expected to receive is activated (for automated emails) or sent (for regular emails).

• If the email was expected to be sent after import, Trigger emails and/or integrations may have been left unticked. Re-import the affected users and ensure the trigger option is checked.

• Check the user is not on the suppressed list for the email activated and/or sent.

Can you send me my auto-login link?

Follow these instructions to generate the auto-login link for a user.

1. On your hub, click Event > Audience > Users

2. Search for the user.

3. Copy the Auto-login displayed under the user email. For example. ?_luser=123456.

4. Attach the Auto-login to the end of your event live page URL to share with the user. This will log your user in directly to their account.

Advanced Troubleshooting

Please note Wavecast provides technical support to clients but is not able to provide technical support directly to audiences.

To contact us, email us at [e-mail] or use the support chat and provide us with the following information:

• A detailed description of the steps you took to sign up, including any pages and/or emails where you clicked on any links.

• Which Browser you are using.

• Which version of Browser you are using.

• Your Operating System is.

• Screenshots of the issue.