# What to do when an attendee cannot get into the app

> An attendee reports they cannot sign in to the attendee app. What to check in the admin and how to help them check in.

- Canonical article (Help Center): https://help.happenee.com/en/articles/93-what-to-do-when-an-attendee-cannot-get-into-the-app
- Česká verze: https://aidocs.happenee.com/cs/co-delat-kdyz-se-ucastnik-nedostane-do-aplikace.md
- Collection: Troubleshooting
- Updated: 2026-10-27

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> **Overview**
> An attendee says they cannot get into the app. In most cases it is one of three things: they are trying **a different e-mail** from the one they are registered under, they opened **the wrong app**, or they **have not completed their registration**. Start by checking the e-mail address and registration. At the entrance, you can resend the invitation or display the QR code in the web **Check-in** tool.

## Getting started

Find the attendee in the admin and verify two things: which e-mail address they are listed under and whether their **registration is complete**. That rules out most causes before you start troubleshooting the app itself.

## Details

### A different e-mail from the registered one

The most common cause. Someone registered with a work e-mail and is signing in with a personal one, or a colleague registered on their behalf. The sign-in e-mail has to be exactly the one they are listed under on the event.

When the address differs, correct it on the contact — the attendee can then sign in with no further help.

### They opened the wrong app

If your organization has a **white label** app under its own brand, an attendee sees only your events in it. Anyone who downloads the general Happenee app instead of yours (or the other way around) can sign in but will not find the event. So always give the link to the right app in your invitation, and mention the **web version** too — it needs no installation.

### An incomplete registration

Someone who is only **assigned** to the event but never went through registration has no access to the event's content in the app. That includes people who bought a ticket but did not fill in their registration details. The fix is to complete the registration — on a paid event, send them the link with the **Notify** button in the order detail.

### Helping an attendee check in without app access

When an attendee needs a QR code to check in, find them in the web **Check-in** tool. You can resend their invitation by e-mail or display the QR code on screen. Check-in does not generate, display, or send passwords. For app access problems, check the e-mail address, app, and registration status described above.

## Common pitfalls

### An attendee trying to download the app on site

Downloading over congested Wi-Fi on the event day takes a long time. Offer them the **web version** of the app — it opens in a browser and installs nothing. Keep a link to it in a QR code at the entrance.

### Troubleshooting the app when the problem is in the data

Before you start debugging sign-in, verify the e-mail address and the registration status in the admin. In most "the app does not work for me" reports, that is where the cause is.

## Related articles
- [How the attendee app and its home screen work](https://aidocs.happenee.com/en/how-the-attendee-app-and-its-home-screen-work.md)
- [The attendee's journey from the microsite to the attendee app](https://aidocs.happenee.com/en/the-attendees-journey-from-the-microsite-to-the-attendee-app.md)
- [How check-in and QR-code scanning work](https://aidocs.happenee.com/en/how-check-in-and-qr-code-scanning-work.md)