Have them visit our Troubleshooting section
There are a few things that might cause this:
- They are using an outdated or non compatible browser. Make sure they are using an up-to-date web browser. Chrome and Firefox are the preferred web browsers but Safari and Edge will also work well.
- They are not using their personalized link provided during registration and within email notifications.
- They may need to switch networks, computer or browser. Some people might be on outdated browsers or behind a firewall. We suggest requiring webcast mode if you expect people to be on bad connections or outdated browsers.
If they continue to have issues, please have them email email@example.com