TROUBLESHOOTING

From time to time you may need a little help with the software or technology we use to provide our services.

We have developed a helpful guide to assist you…

Webinars - using Eventbrite and ZOOM

We currently use Eventbrite as an online ticketing software for our webinars and events,
and we use ZOOM for the delivery of our online events (webinars and social events).

Here’s a helpful guide if you get stuck along the way.

Please ensure you seek out the answer to your query on this page before submitting a request for help.

Purchasing your ticket for a LIVE webinar

You will purchase your ticket for our event through Eventbrite.

You will then see an order confirmation screen, scroll down and click on “view online content”.

This takes you to a page with instructions on what to do next.

You’ll see an image that says “click here to register”. So be sure to do that straight away.

Early registration is ESSENTIAL.

Registering with ZOOM for a LIVE webinar

You will next come to a Registration page on ZOOM.

This is the equivalent of having your ticket checked at the door of an ‘in-person’ event.

Enter your details, as they appear on your Eventbrite ticket, ensuring that your name and email address is the same.

And click “Register”.

This will then be double checked by our team.

This is to ensure those who join the webinar should be there, and that we are providing an extra layer of safeguarding for those in the room. You will then be sent a link to the ‘room’ so that you can join 15 minutes before the webinar starts.

Be sure to join us 15 minutes before the scheduled time to ensure any issues you may have joining are ironed out before the webinar starts.

Still need help?

Here are some of our more frequently asked questions…

If you follow the process detailed above, you won’t need a confirmation email as you can register immediately.

 

However, if you didn’t do the above process, you will need the email so check your spam or junk mail. 99% of the time it is in there because email servers typically block emails from Eventbrite as ‘spam’.

 

If you still can’t find it, then you may have unsubscribed from the emails that Eventbrite send. It’s very important you log into your account and check your email address is correct and that your email marketing settings are not preventing you from being able to receive emails from us. (This isn’t something we can control, as the settings are controlled by you, the account holder).

 

If you still can’t locate it, please click here to request it is resent.

When you purchase a ticket through Eventbrite, you will have the opportunity to register immediately through the process we detailed at the top of this webpage.

 

We recommend you register as soon as you have bought your ticket, so it’s done in advance.

 

If you choose to do it later, you will find the link at the very bottom of your confirmation email.

 

If you struggle to find it, or don’t have a confirmation email you can request our help by clicking here.

If you discover at any point that the links don’t work, please get in touch with our team by clicking here so we can rectify it promptly for you.

You need to enter the same email address that is registerd with your zoom account. 

 

If you haven’t used zoom before, you must register so we can give you permission to join the event.

You typically don’t need to enter the password when you join our live webinars.

 

If ZOOM is asking you for a password, it is likely to be asking you for the password for your ZOOM account.  We won’t be able to help you with this, of course, as it’s personal to you.

This is to allow time for us to help you should you run into trouble getting into the ZOOM room.

 

Once you’re in, you will see a holding screen. You can then leave this open on your device (phone, laptop, tablet) until it starts at the stated time.

No. Our webinars are designed for you to see and hear us, but not the other way around. So get comfy and enjoy!

When the details entered on the ZOOM registration don’t match the Eventbrite ticket, then access to the ZOOM room will be denied.

 

Please double check your details and use the link to the registration page to try again.

 

You will find the details that you entered onto your Eventbrite ticket on your confirmation email.

Check your spam or junk mail folders first and foremost. If you still can’t see it, please click here to email us and request for your registration to be approved again.

We upload the CPD certificates, slides and any associated documents to the event on Eventbrite. To access these, please log in to your Eventbrite account (ensure that it is the account you use to purchase your tickets), and you can access the links to the documents via your tickets.

 

Please be aware the link is only valid for a limited period of time after the live event takes place, so please download promptly as we cannot resend them.

Our webinars begin 15 minutes before the official start time. Which means the first 15 minutes of the recording are often the ‘Welcome’ screen. Just skip the video forward using the bar along the bottom and you will soon see the live recording.

Your password is sent in the confirmation email from Eventbrite. Be sure to scroll to the bottom and you’ll see big bold writing which will alert you to the link and password.

When you purchase a ticket, you will be sent an Email with the link to the recording and a passcode. Please ensure you are logged in to ZOOM before clicking on this link. 

 

Once you click on it, it will take you straight into the recording.

After you have clicked “Tickets” on your choosen event, click “Enter promo code”. Enter your promo code and then click “apply”. The discount will be applied.

Still have a question?

If you have explored the help above but still have a question, you can get in touch below

to request help with our online events and webinars..

“My first webinar with Sunshine Support and I’m so impressed. So much information, interactive questions – I feel empowered and have an action plan to make sure my son has the correct support in place.”

Parent, August 2020

As a new SENCO I found the talk and Q&A informative, practical and engaging. Lots to think about and action!”

SENCo, July 2020

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