Support

Technical Support

We're here to help. Find the right channel and know what to expect in each case.

Support channels

💬

General Support

For questions about platform usage, event setup, certificates, and participant import.

Hours: Monday to Friday, 9:00 AM – 6:00 PM (Mexico City time)
Response: 1–2 business days
⚖️

Legal & Privacy

For data access/deletion requests, DPA inquiries, and regulatory compliance matters.

Max 10 business days
🚨

Critical Incidents

For incidents during an active event: platform inaccessible, data loss, or security breach.

Required subject: "INCIDENT SEV1 – [institution name]"
Applies to: Active Professional or Institutional plans
Response: 4 business hours

How to report a problem

A complete report lets us resolve the issue faster. When writing to us, please include:

  1. Your institution name and the email address registered on Attendae.
  2. A detailed description of the problem: what you were trying to do, what happened, and on which page.
  3. Screenshots if the issue is visual or shows an error message.
  4. The approximate time the problem occurred (Mexico City time).
  5. If the problem is affecting an active event, include the word URGENT in the subject line.

Severity levels & response times

Severity Description Response time Applies to
Sev 1 — Critical Platform inaccessible or check-in impossible during an active event 4 business hours Professional & Institutional plans
Sev 2 — High Core feature degraded (QR not rotating, certificates not generating) 1 business day Professional & Institutional plans
Sev 3 — Medium Partial or intermittent error that does not prevent general platform use 2 business days All plans
Sev 4 — Low General questions, feature requests, or improvement suggestions 5 business days All plans

Response times apply within support hours (Mon–Fri 9:00 AM–6:00 PM, Mexico City time). See the full SLA for details on service level guarantees.

Frequently asked questions

How do I activate the dynamic QR for a session?
From the dashboard, go to the event, then to Sessions and select the session you want to start. Click Activate session. The QR will appear on screen and rotate automatically every 30 seconds. You can project it or share the view in the room for participants to scan.
Participants can't check in — what should I check?
Verify the following in order:
  • That the session is active (shown as "In progress" in the dashboard).
  • That the participant has the correct link: attendae.app/mi/{token} (sent by email upon registration).
  • That the geolocation is within the configured radius, if geo is enabled for the event.
  • That the QR on screen is visible and has not expired between the scan and the confirmation.
If the problem persists, write to soporte@attendae.com with the event and session name.
Why does my certificate show "UNVERIFIED INSTITUTION"?
Your institution has not yet completed Attendae's verification process. Go to Dashboard → Institution → Request verification and upload the required documents. Once verified, newly issued certificates will not display that notice. Previously generated certificates can be updated by regenerating the batch.
Can I export the attendance list?
Yes. Go to the event, then to Reports and select the attendance report you need (by session or consolidated for the whole event). From there you can use the Export CSV or Export PDF buttons. Consolidated reports group attendance from all sessions into a single table.
How do I request deletion of my institution's data?
Write to soporte@attendae.com with the subject "Account cancellation – [your institution name]". We will process the request in accordance with our Data Retention and Deletion Policy. You may also exercise your data rights by writing to legal@attendae.com.
Does my event license include support?
Yes. All Attendae users with an active event license have access to email support at soporte@attendae.com. Formal SLA response time guarantees apply to all paid licenses, and we attend to all inquiries as quickly as possible.