This article outlines what falls under Grip support, what is handled by the event organizer, and how to guide users to the correct point of contact.
Grip is the event platform used by event organizers to host and manage their events. While we provide the technology infrastructure and support for the event platform itself, the event organizer manages the event’s content, registration logistics and other event-specific details.
Table of Contents
What We Support at Grip
Grip provides support for queries related to the event platform’s functionality, including but not limited to:
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Logging in or creating an account
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Navigation issues within the platform
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Technical bugs or errors
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Feature-related questions (e.g., meeting booking, networking, agenda access)
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Compatibility issues with devices or browsers
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Performance or speed issues
If a user contacts support regarding one of the above topics, gather the necessary details and escalate to the Grip Support team (see the section: When to Escalate to Grip Support).
What Is Handled by the Event Organizer
The event organizer is responsible for handling event content, logistics, and registration-related queries. These include anything related to attending or participating in the event beyond the platform’s functionality.
Common event logistics topics:
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Venue access and directions
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Event opening hours
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Hotel or accommodation info
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Visa or travel documentation
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Registration or ticket confirmation, including cancelling registration or ticket
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Invoices, receipts, or refunds
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Dietary requirements and accessibility
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Badge printing or collection
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On-site check-in and cloakroom
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Agenda or speaker details
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Dress code and entry requirements
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VIP access or invitation-only sessions
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Booth setup, exhibitor packs, or exhibitor portal access
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Wi-Fi and connectivity on-site
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Event cancellations or schedule changes
If a user reaches out about any of the above, the query should be directed to the event organizer’s customer support team, not Grip Support.
How to Identify Event Logistics Queries
Look out for the following keywords or phrases in user messages that suggest the query relates to event logistics:
ticket, badge, registration, refund, confirmation email, dietary requirements, accessibility, venue, location, travel, cloakroom, entry time, agenda download, joining instructions, Wi-Fi, speaker schedule, exhibitor, booth setup, invoice
If any of these are mentioned, it’s likely the user needs to speak with the event organizer’s support team.
How to Redirect Users to the Correct Support Team
To share the event organizer’s Customer Support Email, you must first verify the event.
Ask the user to confirm at least two out of the following three details:
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Event name
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Event start date (in DD/MM/YY format)
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City where the event is taking place
If at least two of these details match what is listed in Grip’s system, you may provide the customer support email for the event so the user can contact the appropriate team.
🚫 Important rule for all support agents
f someone asks about event logistics (like Wi-Fi, venue details, catering, or registration), do not try to answer or ask follow-up questions to clarify.
Instead, follow this rule:
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Ask for the three event verification details.
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Only continue if at least two of the details match our records.
We can’t give out event info unless we confirm the person is connected to the event.
Don’t refer to or answer questions about other events without matching details.
When to Escalate to Grip Support
If a user is having issues using the Grip platform itself and cannot find the answer in our Knowledge Base, escalate the query to Grip Support.
To do so efficiently, collect all three of the following details from the user:
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User's email address
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Preferably a work email; if a personal email (like Gmail or Hotmail) is given, ask the user to confirm if that’s the one they registered for the event with.
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Event name or event platform URL
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A clear summary of the query
Once these details are collected, the issue can be escalated internally for further support.
FAQs
Q: Can I share the event organizer’s support contact right away?
A: No. First, confirm at least two of the three event details: event name, start date, and city.
Q: What if the user is unsure whether their query relates to the platform or event logistics?
A: Ask clarifying questions or look for keywords. When in doubt, collect the three required details and escalate for internal review.
Q: The user only gives a Gmail address—what should I do?
A: Politely ask whether this is the email they used to register for the event. A work email is often linked to the event registration and helps us locate their account faster.