Troubleshooting & FAQs
I cannot find a feature, or it says upgrade
The three reasons something described here is not on your screen.
What it is
A short diagnosis for "the help says this exists and I cannot see it".
When to use it
When a screen described here is not in your menus.
Who can use it
Anyone.
Where to find it
Step by step
Check you are looking at the right level. Per-event tools are inside the event, not in the sidebar.
Check the plan for that event. Concierge is per event — a different event still shows Essentials.
Check whether it is a staff-only screen. Admin guides are not shown to customer accounts.
If none of those apply, the feature may not be switched on in this deployment. Contact support and ask.
What you should end up with
This Help Centre already hides what you cannot use
Related guides
- Roles, and who can see whatThe difference between a host, a guest and a staff account, in plain terms.
- Plans comparedEssentials, Concierge and Premier — what each includes and what it costs.
- Find your way around the dashboardWhat each part of the sidebar does, and the difference between your account area and a single event.
Still stuck? Tell us what you were trying to do and what happened instead.