Providing Password and Login Support to Attendees
Please note, logins will expire after 72 hours of inactivity. Attendees can always click on the Magic Login Link again to login and restart the timer.
A somewhat common issue your attendees may face is logging into one of your attendee facing portals, for example, the virtual event portal or the event app. This is almost certainly due to user error, and easy to support your attendees with.
Resetting an Attendee’s Password
If you're short on time, you can reset an attendee's password from your Event Dashboard.
- From the Event Dashboard, navigate to Attendees > Attendees
- Select the Attendee you wish to reset
- Select Reset Password
- Select Confirm
The attendee will now receive an email which they can use to reset their password.
PheedLoop also generates a temporary password for attendees, which can be shared as an alternative login option if they are unable to use their usual password. You may also use magic login links that will automatically log attendees in once they click on it. For more information on this feature, please refer to our Attendee Magic Login Links article.
Further Troubleshooting
If your attendee is experiencing issues logging in, whether it is because their password is incorrect, they've been locked out due to too many failed attempts, or any other reason, please refer to the following troubleshooting options to help you quickly offer support to your attendees based on common error messages.
You have reached the maximum number of failed login attempts. Use the Reset Password option to reset your password and attempts.
To protect your account, we lock access after a certain number of failed attempts at logging in. Ensure you aren't sharing access to your account with multiple people. The quickest way to solve this is to simply click on the Forget Password button on the login page. You will be directed to a new page where you can enter your email.
You will receive an email from "no-reply@pheedloop.com" with instructions to reset your password. Your login attempts will also be replenished. Check your junk folder in case you don't receive the email in your inbox.
If you are using PheedLoop Go!, the email will present a verification code that will need to be entered before you can reset your password.
Sorry, it looks like your email address or password is not correct. Please try again, or reset your password.
Ensure your password is being entered precisely. Sometimes attendees copy in extra spaces if they are copy/pasting the password into the field from an email, or if they are typing it in manually they get some characters wrong. If you are absolutely certain the password you are entering is exactly what was sent to you, please use the Forgot Your Password button on the login page. An email with a new password will be sent to you. Check your junk folder in case you don't receive the email in your inbox. The email will come from "no-reply@pheedloop.com" with the subject "Your temporary password".
We can't find anyone with that email address. Please ensure you are registered for the event with this email address.
You may not be registered for the event, or if you are registered, you are using an incorrect email address. Double-check your inbox for a confirmation email from the event and ensure you are using the exact same email address you registered with. If you cannot get past this error, contact your event organizer as you may have registered under someone else's email address or an alternate email address, or there may have been a typo when you were registering for the event.
Sorry, you cannot login to an event you are not attending
Your login credentials are valid, but you are not registered for the specific event you are trying to access. Contact the event organizer for assistance.
There is an issue with your account, please contact support@pheedloop.com for assistance.
A configuration issue with your account has occurred, likely due to multiple registrations under the same account. Please contact us at support@pheedloop.com for assistance.
One Time Passcode (OTP)
A one time passcode can be used to login to the Event Website and PheedLoop Go!. Other portals do not have this feature. For instructions on how to use this feature, please refer to our How do I sign into PheedLoop with a One Time Passcode (OTP)? article.