When users are having issues entering an experience, the majority of the time there is an issue on their end. We recommend they first try these common fixes:
Check if there are any ad or popup blockers, and if so, disable them
Clear the cache and cookies
Try logging in on an incognito or private browser tab
Check if the browser is up to date
Try on a different browser
Try logging in on a mobile device using cellular data and make sure wi-fi is turned off
The list above fixes the issue most of the time. However, if a user is still having issues, the more information they can provide about the issue, the better we can recreate and resolve the issue. Here is some information that is most useful to resolving entry issues:
1. What device are they using to enter? (Desktop or Mobile, and if mobile, what device)
2. What browser are they using to enter? (Chrome, Internet Explorer, Firefox, Safari, etc)
3. What is the exact error message being shown? (Screenshots and videos of the issue are particularly useful)