OnSite Handout for PheedLoop Staff

This is article is meant for OnSite Staff from PheedLoop as part of their OnSite Support agreement. It covers common scenarios that may happen during the event.

Kiosks:

How do I make the cut more exact?

Sometimes a printer’s cutter can be a few millimeters off when cutting the badge.

To resolve this, you will need to change the Tear Adjustment in the Event Dashboard’s printer settings.

If the cutter needs to be lower like in the example screenshot, enter a number that is lower than the current one on the screen. For example, if the Tear Adjustment is -25, try entering -30. If the cutter is too low, enter a higher number on the screen. For example, if the Tear Adjustment is -25, enter -20. 

You will likely need to try a few different numbers before reaching the perfect one. We recommend going by increments of 5 until you reach your desired spot.

How do I change my badge design?

Any changes can be made in the Event Dashboard within the Badge Label Designer. If the Event has multiple badge designs, please ensure you are editing the correct one.

In most cases, you will only be required to move the text fields around in the editor to reposition the print on the badge. 

Can I print attendee information in colour?

No, it is not possible to change the color of attendee information. 

How do I remove the INFO icon in the Check In page?

There is an Info button on the Check-In page of PheedLoop OnSite.

This can be removed by disabling Show Check-In Information in the Event Dashboard under OnSite > Settings under the Check In section.

Once you select Save Changes, the info icon should be removed.

Do I have to have 2 iPads per printer?

No, PheedLoop OnSite can function properly with only 1 iPad. However, we recommend using both iPads to help reduce wait times for attendees to get their badges.

How can I change a sponsor logo on the iPad?

Sponsor logos can be changed in the Event Dashboard. 

1. From the Event Dashboard, navigate to Sponsors > Sponsors
2. Select the Sponsor you wish to adjust
3. Scroll down to Design
4. Under Logo, select Choose File to upload a new image
5. Select Save Changes

Once changed the updated logo will appear in the sponsor carousel on PheedLoop OnSite.

An attendee can’t find their name on the iPad

The most likely explanation is that the attendee has a tag or ticket that excludes them from check in. Tag and ticket exclusions can be checked in the Event Dashboard by navigating to OnSite > Settings and viewing the OnSite Check-In Tag Exclusions and OnSite Check-In Ticket Exclusions.

If there are tags or tickets selected under these fields, inform the staff at the event and confirm whether they are necessary. If they do not want them, remove the selected tags/tickets and select Save Changes. If they do want to keep these exclusions, inform the staff of the attendee for next steps. 

My QR code won’t scan

QR codes from PheedLoop must be scanned in either PheedLoop OnSite or PheedLoop Go!. If the QR code is not scanning correctly, please ensure that the user is not scanning with their device’s phone camera but instead scanning within PheedLoop Go!. 

If the user is scanning through PheedLoop Go!, please ensure they are not using Universal Scanner as this feature may not be compatible.

If they are using Universal Scanner, please redirect them to the proper page on the Event App. For example, if they are using lead retrieval, direct them to the Lead Capture tab. 

When should I be charging the iPads?

The iPads usually require charging after a few hours of use. For example, if your check in starts in the morning, they will likely need to be charged during the afternoon. We recommend charging immediately if the iPads reach 20% power. 

Badges are printing with white lines/blurred text

If any part of the badge is not printing, it is more than likely that the issue is the print head being obstructed in some way. This is usually debris from the badges clogging up the printer. To resolve this, open the printhead and clean it with a tissue or cloth. 

Afterwards, close the printer and select resume, the printer should auto calibrate. Conduct a test print and conduct a test print to confirm it is printing as intended.

The print on the badges are abnormally large/small

If the print on the badges is abnormally large or small like in the picture below, this is likely a result of the DPI setting being off.  

This can be resolved by changing the DPI setting on the Event Dashboard.

PheedLoop OnSite

An exhibitor can’t see lead retrieval scanning

Please ensure the Exhibitor is added as a Staff Member with a permission set that has Lead Retrieval enabled. 

The first step is to confirm that the permission set on the Event Dashboard has Lead Retrieval included. This can be found in the Event Dashboard by navigating to OnSite > Staff & Permissions > Permission Sets. Select the Permission set and confirm Lead Retrieval is enabled. If this is not enabled, select Create to create a new permission set and assign it to the staff member.

To add staff members from the Event Dashboard, navigate to OnSite > Staff & Permissions > Staff Members and select Create.

An attendee can’t find the event schedule

An attendee’s event schedule can be found on PheedLoop Go! in the Schedule page. 

Alternatively, the Event Schedule can also be found on the Event Website. 

An attendee can’t book a meeting

If attendees are unable to book meetings, this is likely because Enable Meeting Booking is not enabled in the Event Dashboard. This setting can be found by navigating to Meetings > Settings.

What happens when I scan a badge QR code?

When the QR code on a badge is scanned, this information is registered on the app. The app will then include the attendee in the corresponding action. For example, if the QR code is scanned for session check in, the attendee will be checked into the session. 

Do I use my phone camera to scan a badge QR code?

Only scan badge QR codes with PheedLoop OnSite. The app uses your phone’s camera to scan QR codes and will need your device's permission to do so.

Do not use the phone camera directly to scan QR codes as this method will not work.  

My manager is receiving all of my lead retrieval notifications

By default, managers will receive an email notification whenever lead retrieval is used successfully. This can be disabled in the Event Dashboard if not desired.

1. From the Event Dashboard, navigate to Exhibitors > Exhibitors and select the exhibitor you wish to adjust
2. Scroll down to Lead Retrieval and toggle off the Send Lead Notifications to Managers checkbox.
3. Select Save Changes to finalize your settings

Event Dashboard

How do I register someone onsite for my event?

1. Navigate to OnSite > Staff & Permissions > Staff Members and select Create

2. Enter the Full Name, Email Address, and Permission Set for the staff member. Select Save Changes to add them in the Event Dashboard.

How do I add an attendee?

Please note, attendees should only be added with organization approval. Follow the steps below to add an attendee in the Event Dashboard.

1. From the Event Dashboard, navigate to Attendees > Attendees and select Create

2. Enter the Email, First Name, and Last Name for the attendee
   1. Other details can be added but are not mandatory.
3. Select Save Changes to create the attendee in the Event Dashboard

Someone else has my ticket, how can I receive it?

Unless restricted by an Event Administrator, the original attendee can transfer their ticket from the Event Portal. If the attendee is unable to do this, tickets can still be transferred from the Event Dashboard.

1. From the Event Dashboard, navigate to Registration > Orders
2. Select the registration for the attendee
   1. The attendee should provide some proof of purchase like a receipt which contains a Registration Code (e.g. REGGWCCUGFU). Searching this code should pull up the relevant order.

3. Scroll down to TIckets
4. Next to the Ticket you wish to transfer, select Actions > Transfer Purchase

5. Fill out the First Name, Last Name, and Email Address for the new attendee under their respective field 
6. Select Save Changes

How do I send an email/app notification out to all attendees?

If you would like to send a new announcement, first create it 

1. From the Event Dashboard, navigate to Communications > Announcements and select Create 

2. Under Announcement Title, enter the title for your post
3. Under Description, enter the contents for your post

4. Under Delivery, select Email Notifications Enabled to send this announcement over email and/or Push Notifications Enabled to send this announcement via PheedLoop Go!
   1. If you would like to send this announcement out multiple times, toggle on Allow Multiple Deliveries. 
5. Select Save Changes

Now that your announcement has been created, send it out by selecting the checkbox of the announcement and selecting Actions > Send Bulk Announcement. If you wish to send the announcement out to only one attendee, please select Actions > Send Single Announcement. 

How can I see how many check-ins we have done so far?

The number of attendees that have checked in is displayed in the Event Dashboard by navigating to General > Event Pulse.

An alternative method to finding check-ins is to filter for attendees with the check in status in the Event Dashboard by navigating to Attendees > Attendees. Select the filter icon and under Check In Status, select Checked In.

The number of attendees that have been checked into the event will be displayed on the bottom right corner.