Support & Troubleshooting

When issues arise—and they will—quick solutions keep your event running smoothly. Find answers fast with this troubleshooting guide.

Having an Emergency?

Event starting in less than 2 hours and check-in isn’t working:

1. Switch to manual check-in via guest list
2. Email platform@serotonin.co with “URGENT” in subject line
3. Use backup device for QR scanning

Need to cancel your event immediately:

1. Send quick message to all attendee groups (messaging guide)
2. Update event page with cancellation notice
3. Go to edit view and set event to private to delist from public calendar

Common Issues and Solutions

Most issues fall into a few categories: invitations, registrations, check-in, or technical glitches. Here’s how to resolve them.

Invitation Issues

🔴 Critical: You’ve reached your invitation limit

• Wait for responses to receive refunded credits (one credit back per response)
• Use your shareable event link in external channels
• Focus quality over quantity with remaining invitations

See invitations guide for strategies.

🟡 Important: Your invitations have low response rates

• Verify event description clearly communicates value
• Review invitation message for clarity and appeal
• Test different send times
• Personalize invitations to increase relevance

🟢 Minor: An invitee can’t find their invitation

• Verify email address matches their Sero account
• Ask them to check spam/promotions folders
• Resend invitation if necessary
• Provide direct event link as alternative

Corporate firewalls or email filters can affect deliverability.

Registration Problems

Users can’t register for your event

Common causes:

• Event isn’t set to host on Sero
• Not logged into Sero
• New to the platform
• Technical issue with their account

Solutions:

• Enable on-Sero registration from the event’s Edit form
• Share the direct event link
• Guide them through account creation
• Ask them to try a different browser or clear their cache
• Contact support if the issue persists

Registration stays pending indefinitely

Check these settings:

• Your auto-approval configuration
• Pending registrations list for missed notifications
• Manually review and approve pending registrations

Learn more about managing registrations in our registration management guide.

Users don’t receive registration confirmation

Troubleshooting steps:

• Verify system message settings are enabled
• Confirm their email address is correct
• Check if they’re looking in spam folders

See our messaging guide for communication troubleshooting.

CSV upload fails

Common issues and fixes:

• Formatting errors: Download and use the template provided
• Invalid emails: Check for typos or malformed addresses
• Wrong file type: Ensure you’re using a comma-delimited .csv file

When Check-In Has Problems

1. Verify connectivity - Ensure all devices have stable internet
2. Refresh the browser - If the system seems frozen, refresh the page
3. Check QR code visibility - Make sure codes are well-lit and clearly visible
4. Try manual check-in - Use the guest list to check in attendees directly

Specific check-in problems

For comprehensive check-in guidance, see our check-in guide.

When You Have Technical Issues

Most technical issues can be resolved with simple browser fixes.

Browser and Device Tips

For optimal performance:

• Use modern, updated browsers (Chrome, Firefox, Safari, Edge)
• Clear your cache periodically
• Enable JavaScript
• Disable interfering browser extensions

On mobile devices:

• Use the latest browser version
• Switch to desktop view for complex tasks
• Rotate to landscape for better visibility
• Note that bulk operations work best on desktop

With connectivity issues:

• Check connection stability
• Move closer to Wi-Fi router
• Try a different network
• Use mobile hotspot as backup

Getting Help

When you can’t resolve an issue yourself, contact the Sero support team.

How to Contact Support

Include these details:

1. Issue details - Describe exactly what’s happening
2. Event context - Include your event name and URL
3. Timeline - When the issue started
4. Screenshots - Visual evidence helps identify the problem
5. Steps tried - What troubleshooting you’ve already attempted

The more specific you are about the issue, the faster the support team can help resolve it.

Requesting New Features

Your feedback helps improve Sero. When suggesting enhancements to platform@se.ro:

1. Be specific about your need - Clearly describe what you’re trying to accomplish
2. Explain current limitations - Detail how existing functionality falls short
3. Suggest a solution - Share your ideas for implementation
4. Describe the benefit - Explain how this improves the platform

Good feature request example:

“I’d like to categorize attendees by company size to better tailor follow-up messages. Currently, I manually sort the export file. Could we add filtering options in the guest list?”

Less effective example:

“Please add more filtering options.”

Preventing Future Issues

Take proactive steps to avoid common problems in future events.

Pre-Event Checklist

Before each event:

1. Test all links - Click through to ensure they work
2. Review automated messages - Check that they’re appropriate and enabled
3. Verify permissions - Ensure team members have correct access
4. Check mobile appearance - View your event page on phones/tablets
5. Prepare backup plans - Have contingencies for check-in and communication

Regular Maintenance

Establish these routines:

• Update event descriptions before each promotion push to ensure accuracy
• Clean up organizer access quarterly to maintain security
• Refresh event images for each new series to keep content current
• Export attendee data after each event to preserve important information

Developing consistent routines reduces last-minute issues and emergencies.