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Why can't my team access the POPin I created?
Why can't my team access the POPin I created?

Use this article to troubleshoot why participants can't join your session.

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Written by POPin
Updated over a week ago

So, you've created a POPin and invited others to participate ... but you're hearing from your team that they cannot get in. Grr!

Here are a few things to check:

  • Did you accidentally add a distribution list (ex: sales@company.com) to a private POPin session, versus someone's authorized email address? While distribution lists themselves are not supported in POPin, you can invite everyone from your distribution list using your email browser to copy/paste the individuals from that list into the POPin invite box during the session creation process.

  • Did you double check that participants are using the right email address? If your company has multiple email addresses (a.k.a. aliases) for each employee, be sure participants are using the right one when verifying their email for restricted and private sessions. If you're wondering which email address is authorized for POPin usage, you can contact your POPin Administrator or our Client Success Team.

  • Did you confirm your session duration (start-end date/time) is open for participation? Is your POPin set to open in the future? Has it already closed? Adjust the start/end time if need be. Or help the participant know they missed the window of opportunity to provide their input and feedback...

  • Did you confirm they are entering the correct code in the POPin Live login screen? If you're using POPin Live to have people join your session, they will need to key the unique code into the popin.live screen, which you get from your session's Live View.

Use the live Help chat to contact our Client Success Team if you'd like additional support on any of these topics.

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