Most problems are solved in two minutes. Try these first; if the problem remains, this page says who to ask and what to send.
The two-minute check
- Is it just you? Ask a colleague to try the same thing.
- Is it just this browser? Try another browser, or a private window.
- Is it an email problem? Check the spam folder. Emails come from the sender set in your server’s email settings.
- Has somebody already dealt with it? For a request, check its status on the Registration list; for a visit, open its pass details and the visitor’s Events tab.
- Is the visit where you think it is? Check its status on the Visitors Dashboard (set the Status filter to All Visitors).
Who to ask
| Problem | Ask |
|---|---|
| A missing menu or field, access to another location, a setting | Your EvTrack administrator |
| Login through your organisation’s SSO, your computer or phone | Your own IT support |
| Your EvTrack password, a locked or expired account | I forgot my password on the login page (where SSO is not in use), or your EvTrack administrator |
| A visitor at reception who cannot get in right now | Reception or security first |
| Something you have permission for that does not work | EvTrack support, at support@evtrack.com |
What to send to support
- Your name and your site or location
- The visitor’s name, or the visit’s Transaction ID
- The date and time it happened
- What you were trying to do, and what happened instead
- A screenshot of any error message
Emailing support opens a support case that is tracked until it is resolved.