FAQs


SWAPCARD – CONGRESS ’20 EVENT PLATFORM

How do I access the online event?
After November 24, you will receive an email with log in details for Swapcard, our online event platform. Click on the button in the email to connect to the online platform. Please note that member accounts are limited to a single user and will be locked if shared with multiple users.


I did not receive or lost the email. What should I do?
You can login here using the email you used to register. If you are logging in for the first time, you will need to send yourself a magic link to setup your password.


What do I do if my magic link expires?
The magic link is an email with a security token personalized for your email address, and it expires in one hour or after you use it. If your magic link has expired, you can send yourself a new one from the login page.


What if I can't login via the login page?
If you are unable to login via the login page, please check that you are using the email address you used for your registration. Also, please check your spam or clutter folder for your magic link email.

If you are still unable to login, please contact us at [email protected].


How do I see and edit my profile?
Once you are in the home menu, click on My Profile in the menu or “Edit” beside your profile image. You can add or remove your personal details here.


What information in my profile is accessible to other members?
Public profile information that is accessible by all members of the event includes first and last name, company, biography, social networks (if completed), and skills (if completed).

Private information is accessible by those members with whom you are connected, meaning you either sent/received and accepted a meeting request. Information available to connections includes first and last name, company, biography, social networks (if completed), skills (if completed, email, telephone number (if completed) and address (if completed).


I can't find myself in the attendee list. Why not?
You will not appear to yourself when viewing the attendee list. If you would like to view or edit your profile, click on My Profile in the menu or “Edit” beside your profile image. You can add or remove your personal details here.


Do I need a particular device or bandwidth to attend the event?
You will need an internet connection and a web browser (recommended: Google Chrome, Firefox or Safari). We recommend high-speed Internet for a better visual experience.


Can I access the event on my phone or tablet?
Yes. You will need to download the Swapcard app on the App Store or Google Play.


Can I build my own personal schedule?
Yes, when viewing the schedule (All Sessions & Events), you can add sessions by clicking the calendar icon next to the name of the session/event.


What time zone is the event in?
The event schedule displays time according to the time zone of your computer/device.


How can I see which sessions I have selected to attend?
Click on My Event in the menu. You can then click My Schedule to see all the sessions and events that you have added to your schedule.


Can I add my chosen sessions and meetings to my personal calendar?
Yes! Please go to My Event and you can export it all to your calendar or download them as a PDF by clicking on the appropriate link.


STREAMING SESSIONS

How can I view online content?
From either the main schedule (All Sessions & Events) or your personal schedule (My Event). From here, click on the session or event. If the session/event is available On Demand, you can watch it at any time. If it is a Scheduled Session or Live Event, you can view it at the scheduled time. After their original air date, Scheduled Sessions and some Live Events will be made available On Demand.

You can filter the All Sessions & Events list by Type (On Demand, Scheduled Sessions, Live Event). You can also filter the schedule by topic.


Can I build my own personal schedule?
Yes, when viewing the schedule (All Sessions & Events), you can add sessions by clicking the calendar icon next to the name of the session/event.


Will I be able to access the sessions after the event is over?
Unless otherwise indicated, all sessions will be available until January 31, 2021. Live events and socials will not be recorded. Please note, this does not apply to Session Only passes.


What if I'm having streaming or playback issues?
Please note that Swapcard works best with Chrome or Firefox. If you are experiencing blank pages, streaming issues or app latency, please switch to one of these two browsers if you have been working on another browser. Internet Explorer does not support Swapcard.

Should the video player remain unavailable following a page refresh; it is most likely a security setting on your browser, device, or network blocking access to the content server. We would recommend trying the following.

  1. Try accessing the site from another browser (this gets around any browser settings that could be blocking access) If you are on a PC you should have access to Edge and if on a Mac it will be Safari
  2. Open an Incognito Window and try to access the content through this (this gets around any cached or bad data that could be held in the browser)
  3. Try on a different device (Mobile perhaps, if you are viewing on desktop)
  4. Use a different internet connection, a mobile phone with wifi off so it uses mobile data is a good option (this bypasses things like corporate network restrictions or VPNs that may be presenting an issue).

Please note that videos are not hosted on Swapcard and that the platform only acts as a "gateway" to the event's video content.


I am trying to start a meeting but I get a blank/black screen with no Audio or Video. How do I fix this?
This problem usually occurs if there is a firewall that is blocking the streaming connection. Run the Pre-call test in order to determine if the system network is ready for a call.


NETWORKING

What are the different ways to interact with other members during the event?
You can interact with other members in a variety of ways: make contacts, send messages, organize video conferences, write in open discussions, communicate with exhibitors via their virtual booths, book meetings with other members and attend live social events.


How can I connect with other members?
You can view the list of all members under Attendees. Simply click on a member you would like to connect with and send them a connection request or simply press the little Add icon next to their image.


How can I make an appointment with exhibitors?
Visit the Marketplace and click on the exhibitor you would like to connect with. You will be able to view their available meeting slots and request a meeting.


Can I be reminded of my upcoming meetings?
Automatic notifications are sent when you receive a meeting request, but you will also receive a reminder a few minutes before the meeting starts. If you wish to cancel a meeting, you can do so under My Agenda and My Meetings.


What if I don’t want to be visible in the Attendees list?
You can make yourself visible or invisible at any time. To manage your visibility, go to Attendees and adjust the Visibility button according to your preference.


REGISTRATION

I have not received a confirmation email. Should I be concerned?
You should receive a confirmation email within a few hours of submitting your registration form. If you have registered more than a week ago and have not received confirmation, please email Laura Lillepruun.


I am no longer able to attend. Can someone else attend in my place?
Yes. Registration fees are non-refundable, but they are fully transferable. If you would like your registration to be transferred to a colleague, you must email Laura Lillepruun. There is a $100 CAD administrative fee for this service.


Will I receive a receipt/invoice for my registration fee?
Yes. You will have the opportunity to download and print a PDF copy of your receipt upon completion of registration.