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.

Ask the attendee to open the event menu in the top navigation. If they are not logged in, they will see a Login option. If they are logged in, they will see their attendee menu instead.
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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.
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If they see an email-address error, check Reporting > Attendees and search for their email. They may be using a different address, or there may be a typo in the attendee record.
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Go to Reporting > Attendees, search for the attendee, and check their registration status. To access gated event content, the attendee normally needs a status of Completed Order.
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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.
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Related guides: Who has registered vs who has completed checkout and Importing your attendees.

If the attendee has a Completed Order status but still cannot access a talk, stage, replay, or other content, check whether their ticket includes that content.
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In Reporting > Attendees, open the attendee's action menu and choose Manage Purchases or Manage Tickets. Confirm that the attendee has the ticket, add-on, or purchase they need for the content they are trying to access.
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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 Revenue > 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.
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For more detail, see Changing permissions on a ticket after it's been claimed.

If the attendee can access the event but has a live-day issue such as attendance tracking or chat not working, go to Reporting > Attendees, open the attendee's action menu, and choose Run Test. You can open the relevant test and ask the attendee to try it on their device.

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 > Talks. For replays, open the talk's Replay Details and confirm that the replay has been added where needed.
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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.
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For replay setup, see Adding a replay for your live talk.

Ask the attendee to confirm that all required registration questions are answered and that they have ticked the terms and conditions checkbox on the final checkout step. If the checkbox or final button is not appearing correctly, ask them to refresh or try an incognito/private browser window.

Ask the attendee for the exact error message and which payment method they tried. Then check Event Setup > Payment Methods to confirm that your payment provider is connected, active, and compatible with your event currency.
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HeySummit can show attendees more than one payment provider only when multiple active payment providers are connected for the event. Supported payment methods can vary by provider, currency, attendee location, and the provider account's own rules.