If your attendees can't find your app, the most common cause is your own Apple or Google developer account, not the app. Your app is published under your organization's developer accounts, so Apple and Google remove it from their stores when an account lapses.

Check your Apple Developer membership

If the App Store says the app isn't available, or "not available in your country or region," your Apple Developer Program membership has most likely expired.

1. Ask your Account Holder to sign in at developer.apple.com. Only the Account Holder can renew.
2. Renew the membership and pay, if asked.
3. Turn on auto-renew so it doesn't happen again.
4. Tell Certain Support, and they'll check that the app is back.

It can take Apple some time to restore the app after you renew.

Accept Apple's new agreements

Apple sometimes updates its agreements. Until your Account Holder accepts them, Certain can't submit app updates.

1. Ask your Account Holder to sign in at developer.apple.com and accept any agreement that's waiting.
2. In App Store Connect, go to Business > Agreements and accept anything marked as needing action.

Check your Google Play account

Google closes accounts when its emails about account holder details go unanswered. If Google closed yours, contact Certain Support. You'll need a new Google Play account, or written permission for Certain to publish the app for you.

Get attendees in while you fix it

• Web app: send attendees your event's web app link. It opens in a phone's browser with nothing to install. You'll find it under Admin on the event dashboard.
• GatherNow by Certain: attendees can download GatherNow, search for your event and log in with their usual details. Your event must have Searchable in GatherNow turned on.

The app won't open on an older Android phone

If an attendee sees a connection error right after installing:

1. Make sure they're online. Try mobile data instead of venue WiFi.
2. In Google Play, update Android System WebView, Chrome and Google Play services.
3. Go to Settings > Apps > your app > Storage, tap Clear cache and Clear data, then open the app again.
4. If it still fails, send them the web app link.

Next step: If attendees still can't find or open the app, contact Certain Support with your app name and the phone model and system version of someone who's affected.