Attendee Support Basics
Last updated August 4, 2022
Sometimes attendees require assistance before, during or after an event. To support this there are several help options throughout the platform.
Login Assistance
The most common support requests will likely be related to user login questions.
- Invitation Email (Expires in 90 days) - Login links included in the invitation email are good for 90 days.
- User Requested Login (Expires in 15 minutes) - When a participant tries to access and event directly, by either going directly to the event URL or by accessing through the mobile apps, they will be required to enter in an email address and request a link be sent. The login link sent through this process, expires in 15 minutes. After 15 minutes, the participant will have to repeat the process and request a new link.
Users may not receive login links for an event for various reasons: providing the wrong email address, messages being labeled as spam, or the RD Mobile domain unintentionally being blacklisted. When users are having difficulty entering from the event login page, they will be presented with a list of troubleshooting instructions in a pop-up window.
If, after reading through the troubleshooting instructions, a user is unable to log-in, they will be prompted to reach out for support. In the contact form, users will provide their first and last names, email addresses, and specify their issue.
Please see "Where do support requests go?" section below for further information on how these support requests are directed.
"Need Help" Menu Item
Once users enter an event, they can request support by clicking on the "Need Help?" button located near the bottom of the left-side navigation panel. A list of frequently asked questions will appear, along with a "Contact Us" button underneath. Clicking on the "Contact Us" button will generate a help-request form, similar to the one shown in the previous section.
Please see "Where do support requests go?" section below for further information on how these support requests are routed.
Where do support requests go?
If you have purchased “Virtually On-Site” Event Support then support requests are routed to the RD Mobile Support team. If there are questions that need to be addressed by event staff, the support team will reach out to the Event Support Point of Contact. If “Virtually On-Site” Event Support has not been purchased, then all support requests will be emailed to the Event Support Point of Contact. Please read Assigning Event Support for step-by-step instructions to set up your Event Support Point of Contact(s).
For more information on purchasing "Virtually On-Site" Events Support, please contact: solutions@resultsdirect.com
RD Mobile FAQ
Got a quick question? Check out RD Mobile's FAQ page for a quick answer. A collection of our most common client questions all in one place!
- Can I Copy and Paste an Event?
- What images can I upload to brand my app?
- How can I make changes to my app store listing?
- How often can I update event content in the apps?
- Registrant Profile vs. Participant Profile
- Do unpublished events automatically reflect changes I’ve made to event content?
- Are there differences in how Engagefully looks or behaves across different devices?
- How soon will attendees see the updated content on their devices?
- Can attendees export their sessions to their device calendar?
- Will Engagefully EVENTS work when the attendee doesn’t have Internet connectivity?
- Is it possible for attendees to manually fetch the most recent content?
- Does RD Mobile have surveys and polls?
- How will the custom values appear in the app?
- Where will ads show up?
- What is the difference between the Attendee Roster and Attendee Social Profiles?
- What is RSS?
- How do I remove flagged posts, photos, and comments from the app?
- What is the Personalized Dashboard?
- What different content can display in the Dashboard?
Get Started With Conversations
RD Mobile's Conversations provides a space for members, event participants, committees, and groups to connect and engage. Conversations is available as an add-on to RD Mobile’s Engagefully platforms.
About RD Products
RD Mobile’s industry-leading Engagefully & Engagefully EVENTS apps & platforms power year-round member engagement as well as in-person, hybrid/blended & virtual events - on both mobile & desktop devices.
Get Started With Year-Round Content
Ready to set up your year-round content on the Engagefully platform? Follow these steps to kickstart your engagement.
On-Site Tools & Support
This is a collection of tools, tips and best practices to support your participants leading up to and during your event.
- How To Create a Password for User Profiles - iOS Devices
- Supported Devices
- How To Create a Password for User Profiles - Desktop
- How to Provide Login Assistance using Access Codes
- Assigning Event Support
- Attendee Support Basics
- Registrant Profile vs. Participant Profile
- How To Create a Password for User Profiles - Android Devices
Publish & Promote Your Event
Your event is ready to go, now it's time start engaging participants.
- How to Publish Your Event
- Invitation Email
- Follow-Up Emails
- Email Templates
- App Marketing Resource - How-To Guides
- Increasing App Downloads & Engagement - Marketing Campaign
- App Marketing Resource - Digital Business Card Exchange Promo Image
- App Marketing Resource - Website Samples
- App Marketing Resource - Spinner Samples
Add Basic Event Content
Ready to start adding content to your new event? Learn the basics here in this step-by-step guide.
- How do I create a Notification?
- Setting Up Sessions
- Setting Up Speakers
- How to Reorder Speakers and Designate Speaker Roles
- Setting Up Exhibitors
- How do I create tags for my Event?
- How to Add Registrants
- Registrant Profile vs. Participant Profile
- How to Manage Content In Bulk
- How do I enable and manage the event Dashboard?
- Add a New Menu Item
- Add a Map
- Setting Up Ads
Advanced Event Features
Want to supercharge your event? Browse through this collection of advanced features to determine what your event needs to take it to the next level.
- Event Roles
- How to Reorder Speakers and Designate Speaker Roles
- How to Create Exhibitor Booth Staff, Moderators, and Sponsor Representatives Using Custom Content.
- How to Create Custom Content
- What are Custom Labels used for?
- Event Integrations FAQ
- Embed Sessions on Your Web Site
- Embed Speaker Details on Your Website
- Embed Exhibitor Lists on Your Web Site
- How to Add Surveys, Evaluations & Polls
- Exhibitor Management Portal
- QR Code and Virtual Session Check-In
- Digital Business Card Exchange
- Setting Up Gamification
- Arranged Appointments
- Embed YouTube Content within Sessions
- Embed Vimeo Video Content within Sessions
Create a New Event
Ready to create a new event on the Engagefully & Engagefully EVENTS (formally Eventsential) platform? This step-by-step guide will walk you through creating and configuring a new event.