Common problems
Emails not arriving, tickets that won't scan, pages that won't load, and more.
Most problems in Yuyu have a quick fix. Find the heading that matches what you're seeing. If nothing here helps, contact the event's organiser, or for account and email problems, ask the person who runs your Yuyu server.
Emails not arrivingLink to this section
Yuyu sends email from a queue, so a message can take a few minutes. If a send fails, Yuyu keeps trying for a few hours.
- Check your spam or junk folder, and search for the event's name.
- Check the address. A typo when registering sends the ticket elsewhere. Ask the organiser to correct your email; they can also copy your ticket link for you.
- Verification and password-reset links last one hour. If yours has expired, ask for a new one: Resend verification email on the sign-in page or on Account, or Forgot password? on the sign-in page.
- Nobody is getting emails? Organisers should ask the person who runs your Yuyu server to check the email settings. Until email works, guests can still open their tickets from Account → Registrations if they registered while signed in.
Registration problemsLink to this section
| What you see | What it means |
|---|---|
| Registration closed, or "Registration has closed." | The organiser's sign-up deadline has passed, or they closed sign-ups. Only the organiser can reopen them. |
| "This event has ended." | Registration closes when the event ends. |
| "Registration is not open yet." | The event isn't live. Check back later or ask the organiser. |
| Join the waitlist | The event is full. You'll move up automatically, and get an email with your ticket, if someone cancels. |
| Request to join | The organiser approves each sign-up. Your registration shows Pending approval until they decide. |
| "This email is already registered for this event." | You, or someone using your address, already registered. Look for the earlier confirmation email. |
| "This event is invite-only…" | Sign in with an account using the email address your invitation was sent to, and make sure that address is verified. |
Finding your ticketLink to this section
- Look for the confirmation email from Yuyu. Your ticket link is in it.
- If you registered while signed in, open Account → Registrations.
- If you registered as a guest on the same phone or computer, open the event page again; it may show View ticket.
- Still nothing? Ask the organiser. They can find you on the guest list and copy your ticket link.
Waitlisted and pending registrations have a ticket page, but it can't be used for entry until you're confirmed.
Tickets that won't scanLink to this section
| Message at the door | What to do |
|---|---|
| Already checked in | This ticket has been used. Check the name; if it was a mistake, an organiser can choose Undo check-in. |
| "This ticket is not for this event." | The ticket belongs to another event or another date of a series. Check the guest has opened the right ticket. |
| "No matching ticket found." | The code was mistyped, or the registration was cancelled or removed. Search the guest by name instead. |
| "Guest is on the waitlist…" | Organisers can let them in with Override waitlist if there's room. |
| "Registration is pending approval and cannot be checked in." | Approve the registration on the guest list first. |
If the camera won't open, allow camera access for the site in your browser settings, or choose Manual code and paste the ticket link. See The check-in desk.
Offline check-ins not syncingLink to this section
The desk saves check-ins made without a connection and sends them when you're back online. Make sure the device reconnects with the check-in page open. Check-ins dated outside the event's window (more than a day before it starts or over an hour after it ends) are refused when they sync. Don't remove offline data from a device until its pending check-ins have synced. See Checking in offline.
Page not found for an eventLink to this section
Yuyu shows "not found" rather than revealing events you can't see. Usually the event:
- is still a draft, is hidden, or was cancelled or taken offline by the organiser;
- is invite-only, and you aren't signed in with the invited, verified email address.
Organisers can still open their own draft and hidden events while signed in. See Publishing and visibility.
Short links not workingLink to this section
A short link only works while its event is live. It stops working if the event is unpublished, hidden or cancelled, or if an organiser chose to make a new short link, which replaces the old one. Organisers can copy the current link from the event's sharing options. See Sharing your event.
Missing buttons or permissionsLink to this section
What you can do depends on your role. Members can't create or publish events, admins can't change roles, and co-organisers only see what they were given on one event. Ask an owner or admin of the organisation for the access you need. See Roles and permissions.
If Yuyu says Verify your email before creating events., open Account, choose Resend verification email, and follow the link in the email.
Lost your authenticator appLink to this section
- On the sign-in page, enter your email and password, then type one of your recovery codes into Authenticator or recovery code. Each code works once.
- Open Account → Security and choose Disable MFA, confirming with another recovery code.
- Sign in again and set up two-step verification with your new phone. Save the new recovery codes.
If you also sign in with Google, that still works, because two-step verification in Yuyu only applies to password sign-in. If you have no recovery codes left, ask the person who runs your Yuyu server. See Two-step verification.