Troubleshooting

"I registered but don't see it on my dashboard"

• Wait 5-10 minutes and refresh
• Check your email for a Luma confirmation
• Make sure you registered with the same email as your DTW account

"I need to change or cancel my registration"

• Open the confirmation email from Luma
• Click the link to manage your registration
• Update your info or cancel from there

"VIP registration isn't working"

• Verify your VIP pass is active on your profile page
• Check that the event accepts VIP registrations (look for the VIP Register button)
• Make sure VIP spots haven't sold out for this event

"I can't log in"

• Use the same provider you originally signed up with (Google, LinkedIn, Discord, or Twitter)
• Clear your browser cookies and try again
• Try a different browser or incognito mode

"How do I delete my account?"

Request account deletion through your profile settings. Your profile and personal data are removed. This action cannot be undone.

"Attendees can't access the audience page"

• Check the QR code points to the correct audience URL
• Make sure the venue WiFi is working
• The page works on any phone browser — no app or account needed
• Try opening the URL directly if the QR code scanner isn't working

"Questions or ratings aren't showing up"

• Ensure the event is live (playback is active from the cue/show runner)
• Check that the audience page is connected — look for the real-time indicator
• Questions may need host approval before appearing on the Q&A board

"Speaker can't upload slides"

• Double-check you sent the correct upload link — each speaker gets a unique one
• No DTW account is needed, just the link
• Only PDF files are accepted — other formats need to be converted first
• If the token has expired, generate a new one from the event page

"Speaker can't control their slides"

• Ensure the control link is correct — it's different from the upload link
• The event must be live (broadcasting) for slide control to work
• Try a different browser if the page won't load
• Check that slides were uploaded and assigned to the speaker's segment

"Registration sync from Luma isn't working"

• Check that your event has a valid Luma event URL configured
• Wait for the sync to complete — large events may take a minute
• If the sync fails, try again after a few minutes
• Contact support if the issue persists