Does a valid booking for accessing the Virtual Venue exist?
Does the person have a booking?
Search the Converia backend for the person.
If yes, does the booking contain the correct booking option?
If the booking option is incorrect, remove it from the booking. Add the correct one.
Has the invoice been updated?
Whenever you make changes to the booking, it is absolutely necessary to update the invoice.
Are the person's login credentials correct?
Make sure that upper and lower case characters are entered correctly and that you are using the correct login data for the participant.
For data protection purposes, passwords are not visible in the Converia backend which is why you won't be able to see the currently used password. To ensure a successful login, set a new password and try to log in.
If the login was successful, inform the participant. Never send the new password together with the user name.
name and password were sent but it’s still not possible for the person to log
In rare cases, a corporate network or VPN’s HTTP proxy settings can prevent a successful login if HTTP authorization headers are not correctly sent to the server. Whitelisting the Virtual Venue platform can solve this issue. For further information, see: Enabling Connections via Corporate Networks and VPN
It might be necessary to contact the IT department in charge of the network configuration.