Things that look wrong but are not
Screens and figures that can look like a fault but work as designed, and what to do about each.
For everyone 3 min read Updated
Some things in HAPR look like errors but are on purpose, or come from the limits of the data HAPR receives. Check this list before you report a problem. If your case is not here, try Troubleshooting.
Booking references and matching
| You see | Why | What to do |
|---|---|---|
| A dash instead of a booking reference | The airline booking covers several travellers, so giving it to one of them would be wrong | Nothing. Press the dash to see the booking detail |
| A dotted underline under a booking reference | The booking was matched on email and project code, not on the attendee ID, which is a weaker match | Treat it as probable, not certain |
| A blank booking reference for someone who flew | No booking was matched. Some travel agencies do not record the attendee ID when they issue a ticket, so only the email can match | Check that the email on the attendee matches the traveller email on the booking. Otherwise expected |
| A booking made this morning is not shown yet | Matching bookings to attendees runs about every four hours, not as you look at the screen | Wait and reload later |
| A booking carries the right code but is not shown | A booking also has to fit the trip, with a flight at one of the event's airports inside the event window, to match an attendee by email | Set the Arrival airports / stations in the event details. See How the numbers work |
Attendees and the event hub
| You see | Why | What to do |
|---|---|---|
| Registered on the event overview is lower than Submitted elsewhere | Registered counts attendees whose status is exactly submitted. Submitted includes those finalised or confirmed since | Both are right. See How the numbers work |
| An attendee is cancelled but still on the list | Cancelling frees their place but keeps the record, so the history survives | Expected |
| An attendee's details are hidden and cannot be edited or emailed | Your plan limits attendees and the ones above the limit are on hold | A billing admin can unlock them in the Attendee manager. See Billing, plans and credits |
| A hotel with no guests still has a section in the rooming list | Contracted hotels show as soon as they exist | Expected. See Rooming list |
| Rooms needed is zero on a block with guests | Their trips have no room type, or a missing check-in or check-out date | Set the room type and both dates on each trip |
| A progress bar is over 100% | A team has more people than the slots it declared | Ask the point of contact to correct the slots |
Emails, websites and screens
| You see | Why | What to do |
|---|---|---|
A tag such as {{team_name}} shows in a test email | A tag that cannot be filled in is left visible in a registration email instead of quietly disappearing | Check the tag suits that email. See Email templates |
| An event website address shows not found | The site is not published, or it was unpublished | Publish it. See Event website |
| A module is missing from the side menu | Your role does not include it | Ask your administrator. See Roles and page access |
| A screen does not fit on a phone | Big tables and some builders are built for a computer and say Desktop required for this feature. | Use a laptop or tablet for event operations. See Finding your way around |
See How the numbers work for the rules behind each figure.