Troubleshooting

Start here when something is missing or does not match. Each part names the symptom, then the usual cause and the fix, and links to the page that explains the screen in full. Some things that look like faults work as designed, so also read Things that look wrong but are not. If nothing here helps, report the problem from the page where it happened.

I cannot sign in#

HAPR has no passwords. It emails you a link or a code, so most problems are about the email or the address. The full steps are in Signing in and creating an account.

• No account found for that email. Contact your administrator. There is no active account for that address, or on a company sign-in page the address belongs to another organisation. Ask your administrator to add you, and do not create a second account.
• Your access is not active right now. Contact your administrator. Your account is disabled or outside its access dates.
• That link expired or was already used. Enter your email below for a new one. A sign-in link works once and only for a short time. Ask for a new one.
• That code is invalid or has expired. Check the digits, or press Send a new code. In the installed app, wait for the countdown to finish first.
• Too many code attempts. Please wait 15 minutes, then request a new code. Wait, then ask for a new code.
• Too many emails have been requested just now. Please wait a few minutes and try again. HAPR limits how often one address can ask. Wait, then try again.
• Please use a permanent email address. Sign up with a work address, not a temporary one.
• The email does not arrive. Look in your spam folder, and check you typed the address your administrator used.
• Open a sign-in link on the same device where you asked for it. A code can be typed on any device.

A page or menu item is missing#

What you see depends on your role and on what your organisation's plan includes. See Finding your way around.

• A page missing from the side menu means your role does not include it. Ask your administrator to add it. Administrators build roles in Roles and page access.
• You don’t have access to this page. Your roles and page access do not include that event page.
• You don’t have access to this dashboard. The dashboard is not in your roles or page access.
• You do not have access to this workspace. The workspace is not assigned to you and nobody has shared it with you. An administrator can assign it or share it.
• This workspace was not shared with you for this page. You were invited to the workspace, but the share does not list this page. Ask an administrator to share it.
• The dashboards are not available for this account. Dashboards are not set up for your organisation.
• Your account does not include Sourcing (RFP). Contact your administrator to enable it. Your plan has no Sourcing.
• Access restricted with the note "You don't have permission to view this page. Please contact your administrator." on a dashboard means your role does not include that dashboard.
• If you are sent back to the sign-in page, your session has ended. Sign in again.
• Manage users, User roles, Billing and Share access are for administrators only.

A traveller or attendee is missing#

From the attendee manager

• Press Clear all to remove every filter and the selection. Check whether grouping is on, because a group can be collapsed. The table shows 100 attendees a page, so check the page too.
• If your access is limited to certain teams, the person may be outside it. Ask your administrator.
• If they were imported, check the result. A row with an invalid email, or a required value missing, was skipped and listed with its reason. See I cannot import a file.
• Cancelled attendees stay on the list with their history, but no card counts them.
• If your plan limits attendees, the person may be on hold. See Attendees are on hold.

From the rooming list. A person is listed under Needs a room until both a hotel and a room type are set. Look there first. See Rooming list.

From the shuttle report

• Only flights that land at or leave from one of the event's airports appear. Check the airports on the event details.
• The booking must be on one of the event's project codes.
• Cancelled bookings are left out.
• A traveller who is not in the attendee manager still appears, with a small amber icon, Not listed in the attendee manager.

See Shuttle report.

From the room block. A trip adds to the rooms needed only when it has a room type and both a check-in and a check-out date. See Room block management and How the numbers work.

From the event cost

• A booking counts for an event when its project code is one of the event's codes and its travel date is within 30 days either side of the event.
• If the event has no project codes, no spend matches. Check them in the event details. See The event hub.

An attendee is not booked or the PNR is blank#

Attendees book through your travel agency, and HAPR matches each booking to a person about every four hours. See From workspace to arrival.

• A blank PNR cell means no booking is matched yet. It does not mean the person did not fly.
• A booking made in the last few hours may not show yet. Check again later.
• A dash means the booking reference covers several travellers, so it cannot be given to one person. Press the reference to see the booking behind it.
• A dotted underline means a weaker match, made on email and project code. Treat it as probable.
• Matching needs the event's Arrival airports / stations and project codes set in the event details. Set both.
• An attendee ID used by more than five different travellers identifies nobody, so those attendees show a dash.
• A booking for a different trip on the same code does not match. Only a flight leg at an event airport inside the event window counts.

The rules are in How the numbers work. A wrong value is corrected at the travel agency.

A figure looks wrong#

Two screens can show different figures on purpose.

Other things to check.

• A figure that changed since this morning is normal. Bookings arrive through the day and matching runs about every four hours. A figure that moved a long way is worth reporting.
• Dashboard figures are kept for about 10 minutes. Reload the page.
• A very large air booking is left out of every spend figure until someone clears it.
• HAPR does not convert currencies, so a finance system that converts at a dated rate will differ.
• Rooms needed is zero when the trips have no room type or a date is missing.
• A shared booking reference cannot be given to one traveller, which can leave Booked lower than you expect.

Read How the numbers work and Event overview for the rules.

An email does not arrive#

Emails to attendees

• This send would pass your account’s daily email limit, so nothing was sent. Try a smaller selection, or send the rest tomorrow. Nothing went out. The limit is 1,000 recipients a day on the Free plan and 10,000 a day on paid plans. See Emails and messages.
• Attendees on hold under your plan cannot be emailed. See Attendees are on hold.
• An attendee with no email address cannot be emailed. Emails that go out by themselves are best effort, and the reason is written to that person's activity timeline in the communication drawer.
• Ask the attendee to look in their spam folder.
• If an event has no template for an email, that email is not sent. Keep a template for each purpose you use, and make one the default. See Email templates.
• A custom email changes a status only for the people it actually reaches.

Test emails

• That address is not one of your organisation’s users. Test emails and copies can only go to your own team. Send it to yourself or a colleague.
• Enter one email address. A test goes to one address only.
• You have sent as many of these emails as your account can today. Please try again later. Wait, or send fewer.
• Test send failed. Try again, and report it if it keeps happening.

Sign-in and registration emails. See I cannot sign in. For an attendee's access code, We couldn’t send the email just now. means nothing changed and the code they already have still works. See Registering for an event.

An attendee cannot get into their form#

• This code has expired or This registration code has expired. Codes last 48 hours. The attendee presses Code expired? Request a new one on the event page and types the email address the invitation went to. For a player on a team, the new code goes to the team manager.
• We couldn't find that email on the guest list for this event. The address is not the one the invitation went to.
• Registration isn't open. The form is not published. Publish it in the registration builder. See Registration form setup.
• The form is locked because the attendee's status is Submitted or Cancelled. Set the status to Update requested to reopen it. Setting the status does not email them, so also send them an email. See Attendee manager.
• Your registration is completed by your team manager. Please contact the event team so they can reach your manager. The attendee is a player on a team and the manager has no email address on file. Add one.
• This player is on hold. The organiser must unlock the player first. See Attendees are on hold.
• This passport or ID number is already registered for this event. The attendee already has a registration. They should use the link in their confirmation email.
• A registration for an event that is no longer taking registrations shows Registration for this event is closed. Please contact the organiser.

An attendee cannot get into the event app#

The app has its own sign-in for each event. See The attendee app.

• We could not find an event for this email. Try a different address. They must use the email address on their attendee record.
• This email is not registered for this event. They are not on the guest list. Check the address, or add them as an attendee.
• That code is not right. Check the latest email. Each new code replaces the one before. They should use the newest.
• Your code has expired. Request a new one. They press Resend code.
• Too many attempts. Please request a new code. Same fix.
• This app is not available yet. The event app is not switched on, or it has closed. See Designing the attendee app.
• The code is emailed, so ask them to check their spam folder.
• No travel or accommodation is on file for you yet. Their booking may still be in progress. Matching can take a few hours.

I cannot import a file#

All imports read CSV files only. The shared steps are in Importing spreadsheets.

• An Excel, Numbers or OpenDocument file is refused. Open it in its own app, choose File, then Save As, then CSV, and use the CSV file.
• That file has no columns the import could read. Check the file opens as a table with the column names in the first row, and that commas separate the columns.
• No row can be imported. Match the required fields to columns that hold data. For attendees these are First name, Last name, Email address, Role, Arrival date and Departure date.
• That needs to be a CSV. Export the sheet as CSV and try again. Room block grid only. Choose a file ending in .csv.
• That file had no rows this block could read. Check the room type, date and rooms columns are matched and hold data.
• A required field is shown as not matched. Choose a column from your file for each, and the import button turns on.
• Rows were skipped. The attendee manager and manual bookings list every skipped row with its reason when the import finishes. The room block grid names the first three. A solicitation list and locations do not list them, so check the number on the import button first.
• Dates were read the wrong way round. If every date in a column could be read two ways, HAPR asks you to choose. Write dates as 2026-10-20 or 20-Oct-2026 to be safe.
• A manual booking row shows Error, Possible duplicate or Already imported. Rows with an error are not imported.
• Importing the same locations file twice adds every location twice.
• Keep the window open until the import finishes.

A download is blocked or incomplete#

See Downloads and PDFs.

• Export is restricted for your access level. Your role does not have Allow export / bulk download. Ask an administrator to change your role. See Roles and page access.
• A short file means you reached the 20,000 row limit on a download. The drawer warns you first. Narrow the filters and take more than one file.
• If nothing seems to happen, you may have ticked files as well as columns. HAPR builds a zip file, which takes longer for a big selection.
• Could not build the download. The zip could not be made. Try again, or tick fewer files.
• Downloaded, but the status update failed. The file was saved, but the attendees were not marked as downloaded.
• Attendees without the chosen passport or photo file are skipped without a warning.
• Attendees on hold are skipped on the visa side.
• Filters set on the page do not carry over to the Attendee manager and Visa management drawers. The drawer's own filters decide the rows.

Attendees are on hold#

If your plan limits the number of attendees, those above the limit are on hold. Their details are hidden. They cannot be edited, emailed, assigned a room or changed in bulk until they are unlocked.

• Some attendees are on hold or This attendee is on hold because the event is above the plan's attendee limit. A note above the attendee manager table says how many.
• This attendee is on hold. Unlock attendees for this event in the attendee manager to work with them. Appears when you try to assign a room. See AI room assignment.
• This player is on hold. An attendee sees this on their form. Registration itself keeps working.
• Guests on hold appear on the hotel's copy of the rooming list without names. Hotel vouchers are not sent to them.

A billing administrator can unlock them with credits, or upgrade the plan. See Billing, plans and credits and Quotas and credits.

Something changed and I do not know who changed it#

Each attendee's communication drawer holds their message history. Manual bookings record who entered them and when, and workspace shares record who granted them and when. Downloads are recorded with who took them, when, which screen and how many rows. For anything else, report a problem. It is the only route that leaves a trail.