How to resolve issues with incomplete onboarding processes
How to resolve issues with incomplete onboarding processes
Resolve Issues with Incomplete Onboarding Processes
The Onboarding › Settings section in Cadence allows you to configure key elements of the attendee onboarding experience. When attendees can't complete their onboarding process, it prevents them from accessing your event content and can lead to frustration. This guide will help you identify and resolve common issues that might be preventing attendees from successfully completing their onboarding.
When to use
When attendees report they can't complete the onboarding process
When you notice low onboarding completion rates in your metrics
When custom fields aren't displaying or functioning correctly
When attendees encounter error messages during onboarding
You must have System Administrator or Event Manager permissions to troubleshoot and modify onboarding settings.
How to do it
Log in to your Cadence Admin account.
Navigate to your event dashboard.
Select "Onboarding" from the left sidebar menu.
Click on the "Settings" tab at the top of the page.
Verify that the necessary onboarding features are enabled:
Enable Topics
Allow Attendees to set their visibility to private
Enable Terms and Conditions
Only enable the features you actually need. Each additional step in the onboarding process decreases completion rates.
Switch to the "Fields" tab.
Check if "Enable Event-Level Custom Fields" is selected.
If this is enabled but custom fields aren't properly configured, it can cause completion issues.
Click the "here" link to review your event-level custom fields if enabled.
Verify that all required custom fields have:
Clear labels
Appropriate field types
Valid default values (if applicable)
No validation errors
Navigate to "Event Setup" → "Onboarding" → "Reset Onboarding" to test the flow yourself.
Enter your email or a test account email in the search field.
Click "Reset Onboarding" next to your account.
Log out of the admin account.
Log in as the test user to experience the onboarding flow firsthand.
Identify any specific issues or error messages that appear.
Return to the admin interface to make necessary corrections.
Troubleshooting
If attendees still can't complete onboarding after following these steps:
Check that Topics are properly configured if "Enable Topics" is selected
Verify that Terms & Conditions text is properly entered if enabled
Ensure the event's license type supports all enabled features
Check that the onboarding video (if used) is properly uploaded and formatted