An attendee says they cannot get into the app. In most cases it is one of three things: they are trying a different e-mail from the one they are registered under, they opened the wrong app, or they have not completed their registration. The fastest help is a one-time password from the web Check-in tool.
Find the attendee in the admin and verify two things: which e-mail address they are listed under and whether their registration is complete. That rules out most causes before you start troubleshooting the app itself.
The most common cause. Someone registered with a work e-mail and is signing in with a personal one, or a colleague registered on their behalf. The sign-in e-mail has to be exactly the one they are listed under on the event.
When the address differs, correct it on the contact — the attendee can then sign in with no further help.
If your organization has a white label app under its own brand, an attendee sees only your events in it. Anyone who downloads the general Happenee app instead of yours (or the other way around) can sign in but will not find the event. So always give the link to the right app in your invitation, and mention the web version too — it needs no installation.
Someone who is only assigned to the event but never went through registration has no access to the event's content in the app. That includes people who bought a ticket but did not fill in their registration details. The fix is to complete the registration — on a paid event, send them the link with the Notify button in the order detail.
When you need to get an attendee in immediately (typically on site), open the web Check-in tool, find them, and generate a one-time password. From the same place you can resend their ticket by e-mail or show the QR code on screen. The Service app cannot do any of that.
Downloading over congested Wi-Fi on the event day takes a long time. Offer them the web version of the app — it opens in a browser and installs nothing. Keep a link to it in a QR code at the entrance.
Before you start debugging sign-in, verify the e-mail address and the registration status in the admin. In most "the app does not work for me" reports, that is where the cause is.
