How to fix problems with attendees unable to complete the onboarding process
How to fix problems with attendees unable to complete the onboarding process
Fix Problems with Attendees Unable to Complete the Onboarding Process
When attendees can't complete the onboarding process in Cadence, it prevents them from accessing your event content and can lead to frustration. This guide will help you identify and resolve common issues in the Onboarding › Fields section that might be preventing attendees from successfully completing their onboarding experience.
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
Before you start
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 "Settings" tab at the top of the page.
Verify that the onboarding flow is enabled.
If onboarding is disabled, attendees won't see any onboarding steps regardless of your field configurations.
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
Return to the Fields tab and review your field selection.
Having too many required fields can lower completion rates. Consider making non-essential fields optional.
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 the onboarding process:
Ensure dropdown fields have at least one valid option
Confirm that "For Admin Use Only" isn't enabled on fields meant for attendees
Check that Terms & Conditions text doesn't contain special characters that might cause display issues
For Android users experiencing crashes, ensure they have the latest app version (2.7.414 or higher)
Verify that video files in the onboarding flow are under 100MB and in MP4 format