Most login problems come down to a few things you can check yourself in the CMS. Go through this list in order.

Checklist

1. Is the attendee in your event? Open Attendees and search for them. Their login email has to match the email they're typing. Look for typos or a blank login email.
2. Are they locked out? After 6 wrong passwords, the account locks. Your event dashboard shows a yellow "attendee locked out" alert, and a Locked Out icon shows next to their name on the Attendees list. See How do I unlock a locked-out attendee?
3. Did they get the password email? It comes from donotreply@certaintouchpoint.com. Ask them to check spam and junk. If it still hasn't come, you can set a password for them. See How do I set or change an attendee's password?
4. Does their password meet the rule? At least 14 characters, with an uppercase letter, a lowercase letter and a number.
5. Are they a speaker or a manager? Speakers and managers have their own password and can't use the universal password. See speaker login and event manager login.
6. Are they hidden? A hidden attendee can log in, but they won't appear in the app and can't use social features like messaging. Check the Hidden setting on their record.
7. Can they log in but not see something? Some features and sessions are limited to certain participant types. Check their participant type.

1. Did they register in Certain Platform? Their registration needs to be Complete to come over to Touchpoint. See How do Certain Platform and Touchpoint sync?
2. Is their phone up to date? iPhones need iOS 16.6 or later, and Android phones need Android 10 or later.

How attendees get a password

In the app, they tap Login, then Request a Password, and enter their email. The email has a link to set a password, plus a one-time password that works for 15 minutes. See Creating a Password and Logging In.

FAQ

Can Certain Support reset an attendee's password?

You can do it faster yourself. See How do I set or change an attendee's password?

Can we change the 14-character rule?

No. It's required for security.

Attendees are emailing Certain directly.

We can only help people authorized on your account, so have them contact you, or copy a manager on the request.

Next step: Still stuck after the checklist? Contact Certain Support with the attendee's email and a screenshot of the error.