When attendees register but cannot find the confirmation email, the first step is to check their spam folder. You can also confirm that they are registered and which email they used by searching their name or email in the participants list within the Participants tab of the event in the Sequel Admin Dashboard.

In this same section, you can also resend the confirmation email by selecting the three dots next to their registration information and selecting Resend confirmation.

If they are still reporting that they cannot find the email with their unique link, you can copy their Join code and share that directly with the registrant to add to the I already have a join code section of the Virtual Stage to enter the event!

When attendees receive this message a Help Panel appears to guide them into the event. The two options are to resend the confirmation email, making it easier for attendees to find the join button in their inbox, or to input the 12-digit join code (within the confirmation email and calendar invite).

If they can't find their Join Code in their email or calendar invite, you can locate it for them in the Admin Dashboard by going to the Participants tab and clicking the three dots next to their registration information.

In some cases, web builders or attendee settings will remove permissions from the Join Now button. When this happens, an immediate fix for access to the event is for attendees to access their unique Join Code in their confirmation email. Simply enter the same email as before. When the "You're already registered" message appears, select Join Code in the Help Panel. Enter the unique Join Code from the registration email to access the event.

For a long-term fix, please reach out to Sequel support via chat or at support@sequel.io. It is likely there was a change in our embed code that has stripped our tokens from loading, and we must troubleshoot the code used on your landing page to provide proper support.

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