How to help participants with common issues during your event

This article is for event organisers using the Grip Dashboard to support event participants during an event.

Participants may encounter login issues, mobile app difficulties, questions about meetings, or problems using Grip Teams. This guide helps event organisers quickly identify and resolve the most common issues using the Grip Dashboard.

In this article

• Participant help resources

• Login and user access issues

  • Reset password
  • Resend login email
  • Reset onboarding
  • Update user email, phone number other details
  • Can’t find a user in the data list
  • Other user actions / permissions

• Mobile app issues

  • Event participant hasn't downloaded the app

  • Participant can’t access the mobile app

  • App crashes or specific pages/features don’t load

  • Participant not receiving notifications

• Meeting issues

  • Participant can’t see their meetings

  • Participant can’t book their meetings

• My Team

  • Company representative can’t access My Team

  • Company representative can’t see all team members

  • Company representative can’t export

• Still need help?

Participant help resources

Before escalating an issue, consider directing event participants to our ready-made guides:

• Attendee Knowledge Hub

• Exhibitor/Sponsor Knowledge Hub

Login and user access issues

Use the Grip Dashboard to assist participants with access issues during the event.

🔐 Reset a participant's password

Path: Dashboard > Data > All > All data types

• Search using filters (email, name, company)

• Open the user profile

• Click Reset password (top-right)

📧 Resend login email

Path: Dashboard > Data > All > All data types

• Open the user profile

• Click Actions > Send single email

• Select the appropriate template

✅ Remind the user to check their spam folder.
If they still can’t log in:

• New users: Share email + registration ID

• Returning users: Reset the password and share the registration ID

🔄 Reset onboarding flow

Path: Dashboard > Data > All > All data types

• Open the user profile

• Click Reset user login details > Reset onboarding

• Resetting onboarding triggers the onboarding flow the next time the user visits the event.

• Resetting login settings deactivates the current session. The user must log in again and set a new password.

  The user will still appear as active in the dashboard, even if login settings are reset. Resetting login does not reset onboarding.

☎️ Update user email, phone number, or other details

Path: Dashboard > Data > All > All data types

• Open the user profile

• Edit basic details (email, phone, custom fields)

These changes apply only if the integration does not overwrite the data. If data is synced from the registration system, update it there instead.

🔎 Can't find a user in the data list

Try the following search methods:

1. Start with the user's email address

2. Search by email domain

3. Use full or partial name

4. Try company name

If they’re still missing:

• Check the registration system

• Confirm integration sync is working

• Consider manual addition if time-sensitive access is needed

If badge scanning is enabled, ensure a Scan ID is added to their profile.

🤷 Other user actions or permissions

Path: Dashboard > Data > All > All data types

• Open the user profile

• Review the Permission Information tab

This will help you confirm:

• The user’s data type

• Assigned permissions

• Visibility and access issues (e.g., cannot request meetings or scan badges)

Mobile app issues

Event participant hasn't downloaded the app

Recommended action: Share the Smart Marketing Link

You can find this under:
Grip Dashboard > Event Details > Event Setup > Smart Marketing Link

This link is designed to work based on the user’s device:

• On desktop: Opens the event’s web platform

• On Android or iOS: Redirects to the app store or play store if not installed

Tip: Include the Smart Marketing Link in your event emails and communications to help participants find the correct platform quickly.

Participant can’t access the mobile app

If the app won't open or install, check for the following:

• VPN or MDM restrictions:
  Some corporate-managed devices block app installation or usage. Suggest the user try on a personal device or disconnect from VPN.

App crashes or specific pages/features don’t load

Have the participant try the following steps in order:

1. Log out and log back in
   This resets the session and often resolves loading errors.

2. Update the app to the latest version
   Visit the App Store (iOS) or Google Play Store (Android) to ensure they are using the most recent version of the event app.

3. Uninstall and reinstall the app
   Removes cached errors and resets app files.

4. Check Wi-Fi or mobile data connection
   Weak or unstable internet can cause pages to freeze or fail to load.

If the issue persists after these steps, ask the participant for details:

• • Their device model

  • Operating system version

  • App version

  • A description of the issue
    Then contact Grip Support with these details via support form.

Participant not receiving notifications

Push notifications may be blocked by device settings or app permissions. Ask the participant to:

1. Open their device’s Settings

2. Navigate to Notifications

3. Locate the event app in the list

4. Ensure that Allow Notifications is enabled
   Also, ensure sound, badges, and lock screen alerts are turned on if needed

Meeting issues

Participant can’t see their meetings

If a participant reports missing meetings, check both parties’ meeting lists to confirm whether the meeting exists.

Steps to check:

1. Go to the Grip Dashboard > Networking > Meetings > meeting list

2. Use filters to search for the participant's name or email

3. Review their:

   • Accepted meetings

   • Pending requests

   • Declined or cancelled meetings

Tip: Some meetings may not appear on a participant’s profile if they were cancelled, expired, or declined.

Participant can’t book a meeting

There are several possible reasons why a participant cannot request or confirm a meeting.

1. Pending meeting limit reached

Participants may be blocked from sending more requests if they’ve reached the maximum number of pending meetings allowed for their data type.

To check and adjust:

• Go to Event Data Types > [Participant’s data type] > Networking settings

• Review the Pending meeting limit

• Increase the limit if appropriate for your event

2. Participant permissions

Meeting permissions may differ depending on the participant's data type. A participant may not be allowed to request meetings with certain other groups.

To check:

• Go to Event Data Types > [Participant’s data type] > Permission settings

• Review which data types this group can request meetings with

• Confirm that the participant they’re trying to meet belongs to an eligible data type

3. Participant availability

The participant may not have any available meeting slots during the requested time.

To check and adjust:

• Go to Dashboard > Data > All > [Relevant data type]

• Search for and open the participant’s profile

• Review and amend their Availability settings to open up more time slots

4. Time conflict

To verify:

• Check if the participant already has an accepted or pending meeting at the requested time

• Suggest an alternative time slot if a conflict exists

5. Meeting location availability or capacity

If all meeting tables or rooms are occupied during a specific time slot, new bookings may be blocked.

To check:

• Go to Event Agenda > Locations

• Review the capacity and availability of meeting locations at the desired time

• If needed, add more capacity or time slots

Event participnat support article https://support.grip.events/why-cant-i-book-meetings

My Teams issues

Company representative can’t access My Team

What to check:

1. Go to Dashboard > Data > All > All data types

2. Open the participant's profile

3. Review the following:

   • Data type: Confirm they belong to a data type with access to Grip Teams (e.g. Exhibitor Representative)

   • Relationships: Ensure the user is linked to a company profile

If no company relationship is set:

• You can add it manually from the participant’s profile:

  • Scroll to the Relationships section

  • Click Add participant relationship

  • Link them to the appropriate Company profile

✅ Important: My Team is only accessible on the web browser desktop version of the platform.

Company representative can’t see all team members

What to check:

1. Go to Dashboard > Data > All > All data types

2. Search and open the company profile

3. Review which participants are linked to the company:

   • Go to Relationships > Participant relationships

   • Ensure all expected representatives are listed

To add a missing team member:

• Click Add participant relationship

• Link the representative to the company profile

Company representative can’t export leads

1. Confirm they are using the web browser desktop platform

2. Instruct them to navigate to My Team > Exports

3. Ensure the correct export options are visible and available

If exports are missing:

• Check if the user is properly linked to the company (see above)

• Confirm they have the right data type and permissions

Still need help?

If you're unable to resolve the issue, contact the Grip Support Team via the form below:

👉 Submit a support request

Include:

• Event ID

• User email

• Description of the issue

• Any relevant screenshots (if available)