How to resolve issues with custom fields not displaying correctly during onboarding
How to resolve issues with custom fields not displaying correctly during onboarding
Resolve Issues with Custom Fields Not Displaying Correctly During Onboarding
When custom fields aren't displaying correctly during the onboarding process, attendees may be unable to complete their profiles or access your event. This troubleshooting guide will help you identify and fix common issues with custom fields in the Onboarding › Fields section of your Cadence event.
When to use
When attendees report they can't see custom fields during onboarding
When custom fields appear but don't save properly
When the onboarding process can't be completed due to field errors
When custom fields display on web but not on mobile devices (or vice versa)
You must have System Administrator or Event Manager permissions to troubleshoot and modify onboarding field 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 "Fields" tab at the top of the page.
Verify that "Enable Event-Level Custom Fields" is checked.
If the "here" link for editing custom fields returns a "page not found" error, navigate directly to People > Custom Fields in the left sidebar.
Check whether you've selected "All fields" or "Selected fields" and confirm your selection matches your intent.
Review the list of selected fields if you chose "Selected fields" option.
If no fields appear in the selection list, you may need to create custom fields first.
Navigate to People > Custom Fields to inspect the configuration of your event-level custom fields.
Examine each problematic custom field for proper setup:
Confirm field names are clear and descriptive
Verify dropdown options are correctly defined
Check that validation rules aren't too restrictive
Test the onboarding flow by resetting it for a test user:
Go to Onboarding > Reset Onboarding
Search for a test user account
Click "Reset Onboarding" next to their name
Log in as the test user to experience the onboarding flow.
Save any configuration changes you make.
Troubleshooting
If attendees still can't complete the onboarding process:
Verify that the onboarding flow is enabled in the Settings tab
Ensure dropdown fields have at least one valid option
Confirm that "For Admin Use Only" or "For Internal Use Only" isn't enabled on fields meant for attendees
For Android users experiencing crashes, ensure they have the latest app version (2.7.414 or higher)
Check that field types are compatible with any mapped registration data