To assist your attendees with quick access to your event, this article
covers...
How Access Codes Work
Troubleshooting
How To Increase The Usage Limit
How Access Codes Work
After an attendee pays, they will be taken to a confirmation page. They will also receive a confirmation email with a summary of their order.
The confirmation page (and email) contain the Access Code and links to access the virtual content for each ticket purchased.
If the customer wants to return to the virtual event, they have two options for using their code.
Option #1 - They can click the link on the confirmation page (pictured above) or confirmation email (pictured below).
Option #2 - They can return to the ticketing page and plug in their access code.
👉 The access codes are limited to one IP address at a time. This will prevent the customer from sharing their access link or access codes with anyone else.
Troubleshooting
If an attendee receives an "invalid access code" message when trying to login to their virtual event
They may have typed the code incorrectly
Their access code has already been used in the last hour
Note: Access Codes whether typed in or link clicked- are locked to one use/IP address per hour.
How To Restrict or Increase The Usage Limit
If you want to reset the access code so the attendee can reuse the code or use it more than once, there are two options:
Restrict or Increase the usage limit
Edit your page
Hover over the Virtual Event dropdown
Select Basic Setup
Select No Restriction if you'd like people to be able to watch from different devices. Sometimes people will tune in via a laptop. Then change to a mobile device, etc.
OR, select Very Strict Environment. Just note, with this option, people cannot switch to other devices to rejoin the event within the same hour.
Or select the blue chat bubble to write into our customer solutions team so we can reset the access code for you!
FAQs
Can two people use the same access code at the same time?
The code can only be used on one device at a time. For example, if a customer opens the link in their email, and then returns to their computer and opens the link there, it will say the code is in use because the phone already opened the link. They will want to view the content on the device where the link was opened. This is to help ensure customers don't share their codes/links with others who haven't paid.
Customer Solutions team can reset individual codes if you have paying customers running into issues with this limitation
Customer Solutions team can also turn off the one device per IP restriction (please note this change will open up the possibility of link sharing)
Note: The code does reset every hour, so if the registrant has not used their code in the last hour, then the next device they use their link on will work.
What if someone reports difficulty accessing the event?
Please confirm that the access code is correct by referencing the attendee's email confirmation
If it is, please contact customer solutions or reset the Access Code
It could be multi-use on different IP addresses
If you (as admin) tried to test out the code it would lock out the attendee and will need to be reset
If using Zoom, confirm Zoom doesn’t require a password
If the attendee has copied and pasted from TicketSpice it can sometimes pull in the word "tickets" so have them type in the URL instead