Use this checklist when an attendee says they cannot join, watch, complete checkout, or access content during a live event. Start with login and registration status, then move on to ticket access, content setup, checkout, and payment settings.
1. Confirm the attendee is logged in with the right email
Ask the attendee to open their user menu in the event navigation. Signed-in attendees can see items such as My Schedule and My Purchases, depending on the event setup. If they need to sign in, use your event's Login link when it is shown, or direct them to the event login page. Navigation labels and available items can vary.
If they need a fresh login link, send them to your event login page or ask them to request a login link using the same email address they used to register. For the full login flow, see Attendee login. If they see an email-address error, check Registration & Attendees > Attendees and search for their email. They may be using a different address, or there may be a typo in the attendee record.
2. Check whether registration is complete
Go to Registration & Attendees > Attendees, search for the attendee, and check their registration status. To access gated event content, the attendee normally needs a dashboard status of Registered, meaning checkout is complete. Exports and some other records use the name Completed Order for this state. Statuses such as Email Provided, Ticket Selected, Talks Selected, or Finalising Checkout mean the attendee has started registration but has not completed checkout. Ask them to finish checkout, or import/assign them to the correct ticket if you are granting access manually. Related guides: Who has registered vs who has completed checkout and Importing your attendees.
3. Check the attendee's ticket and access
If the attendee is shown as Registered but still cannot access a talk, stage, replay, or other content, check whether their ticket includes that content. A locked-content message may offer View Passes, Back or an option to use an eligible pass. The options depend on the attendee's access, session capacity and whether registrations are open. In Registration & Attendees > Attendees, open the attendee's action menu and choose Manage Purchases. Confirm that the attendee has the ticket, add-on, or purchase they need for the content they are trying to access.
If the attendee has the right ticket but the ticket's permissions changed after they purchased it, the purchase may still have the old copied permissions. Go to Ticketing & Payments > Tickets, Add-ons & Donations > Tickets and use Sync Settings to Purchases on the relevant ticket if those existing purchases should receive the updated access settings. Use this carefully because it changes access for people who already bought or claimed the ticket.
For more detail, see Changing permissions on a ticket after it's been claimed.
4. Use Run Test for live attendance or chat issues
If the attendee can access the event but has a live-day issue such as attendance tracking or chat not working, go to Registration & Attendees > Attendees, open the attendee's action menu, and choose Run Test. These checks are rarely needed and are mainly used while HeySummit support is helping with an attendee issue. The chooser offers Attendance and Chat checks, which can be tried on the attendee's device when needed.
5. Check whether the talk or replay content is ready
If an attendee sees a message such as Video Content is on its Way, check the content setup for that talk. For upcoming or live sessions, confirm the talk's video or delivery settings under Content & Schedule > Sessions. For replays, open the session's Actions menu, choose Manage Session, and check the Replay tab. On-demand events use the Broadcast tab for their playback settings and do not show a separate Replay tab. Live-session delivery methods such as Zoom Webinar, LiveWebinar, or Custom Stream usually need a replay added after the live session has ended. Pre-recorded talks may not need a separate replay if the original video is already available in the talk setup.
For replay setup, see Adding a replay for your live talk.
6. If checkout will not complete
Ask the attendee to confirm that all required registration questions are answered and, when shown, that they have ticked the terms and conditions checkbox on the final checkout step. The checkbox can be omitted when the attendee already accepted the terms. If the checkbox or final button is not appearing correctly, ask them to refresh or try an incognito/private browser window.
7. If payment is failing
Ask the attendee for the exact error message and which payment method they tried. Then check Event Settings > Payments & Partners > Payment Methods to confirm that your payment provider is connected, active, and compatible with your event currency. HeySummit can show attendees more than one payment provider when multiple active providers are connected and eligible for that purchase. A recurring purchase can limit which providers are available. Supported payment methods can vary by provider, currency, attendee location, and the provider account's own rules.