When in doubt, clear your cache. Technical issues are regularly caused by your cache – below is a step-by-step guide to clear your cache:

1. Go to Settings (top right of your browser page – three vertical dots)
2. Privacy and security
3. Clear browsing data
4. Cached images and files

Watch 1 min video here

It is likely that the email is being blocked by your security settings.

Please use the login with password option instead at the "Log in to your account" screen.

You would have receive an email from Informa with instructions on how to access. This will include a temporary password.

You cannot change or edit your email on ConnectMe, as this is linked directly to your profile. The ConnectMe team would need to replace your existing profile (with email address) with your preferred email address.

To do this, email virtualevents@informa.com.au and include the name of event, your existing email address and preferred email to change.

Important note: Your email address is kept strictly internal. No other attendee will see your assigned email address, it is only used for your profile association.

Once logged in, go to “My Event” on the main tab, then “My Profile“. You can update your password and other details there.

No. All speaker and delegate emails are withheld from the event. Any networking is done within the platform features and separate.

Go to “My Event” > “My Profile“. Atop this section there will be a blank/grey icon image next to your name, company and job title.

Hover your mouse over this icon image and click the icon. You can Take a photo in live time or Upload an image from your computer.

Go to “My Event” > “My Profile” and scroll to the bottom of the page. You can select or deselect the interests in the field available.

For virtual attendees - we recommend that you use Chrome for a better experience. However, Brella can be used on all modern browsers such as Google Chrome, Mozilla Firefox, Safari and Edge.

Additionally, your virtual meetings experience works best on Chrome, enabling full use of video, audio and screen sharing.

For in-person attendees we strongly recommend using the ConnectMe app on either iOS and Android. Download ConnectMe from the App Store and Google Play Store.

During the event, the live stream will be available on the “Live Stream” tab.

If you cannot see the stream broadcast and the event has started, please hard refresh (ctrl + R) your web browser.

Below are some common troubleshooting tips:

1. Please use Chrome as the browser to view the sessions. If links open in a different browser, please copy the link and paste it into Chrome.
2. Are your headphones/headset connected?
3. Is your internet connection working correctly?
4. It’s recommended to join the conference using a computer. If you are experiencing issues using a work computer, try a personal computer
5. Can you try to dial in with a different device?

If you cannot hear or see, your browser extensions might be blocking something. Please try to open the event in Incognito mode. This can be done by clicking on the 3 dots on the top right of Chrome and selecting Incognito mode. You can also press CTRL + SHIFT + N on Windows or Press ⌘ + SHIFT + N on a MAC to open a new Incognito browser.

First, check if your audio volume is on, not on mute. If not, check that the volume is showing full blue bars (bottom right net to the settings icon). If the bars are empty, click on the empty bars to adjust the volume.

If still no volume – check if your device can play audio sound via the various YouTube and Vimeo videos:
a. YouTube – Jazz stream
b. Vimeo – Informa clip

If there is still no sound, this is highly likely to be your sound configuration on your device.

Try the below quick checks to determine if it’s your device or not:
1. Try to play the live stream on your mobile device. If there is sound, then it will be your sound settings.
2. Play a song from your Spotify/Apple Music on your laptop. If there is NO sound, then it will be your sound settings.
3. Don’t have music on your work laptop? Play a recorded meeting with audio saved on your device. If there is NO sound, then it will be your sound settings.

Below are final steps to access your computer’s advanced sound configuration to test – it’s simple:

1. Type in sound in the Start menu, click on Open.
2. Click on the Advanced sound options
3. Toggle / test each sound app listed. Or consider resetting to the Microsoft recommended default button.

The quality of your live stream will depend on your internet connection.

Sometimes, the stream quality will default to Auto.

Click on the settings cog icon (bottom right of video stream panel) to see what your stream quality is set to.

In almost all cases where the stream display is grey/black, is linked to the attendee’s work connection.

If you are in the office and connected to your office internet and network, it’s likely that it is your company network blocking the video. Try disconnecting from your office internet and network (incl. VPN), refresh the Stream page and check.

If you are not in the office, but connected to your work VPN, it’s also likely that the VPN is blocking the video. Try disconnecting from your work VPN, refresh the Stream page and check.

Alternatively, if this still does not work:

– Clear you cache
– Open the stream in a Private Browser

Questions can be submitted on the Agenda • Q&A menu. All questions are reviewed and monitored by the chairperson and can be submitted anonymously.

For in-person attendees, your availability is default to disabled for the event (for privacy reasons). In order to receive and send meeting invitations you must select your availability in the app. To do this, go to the top left menu icon (three horizontal bars) > Networking > Availability. Then select your preferred time(s) and day(s).

For virtual delegates, your availability is automatically enabled for both days of the event and all times. In order to manage this, go to the ‘My Event‘ tab. Click on ‘Availability‘. Click on the time(s) you wish to turn on/off. The timings will then fade out.

Please note, the desktop Availability and Mobile app Availability is not synced.

You can accept or reject a meeting within the ‘My Event‘ tab. Click on ‘My Meetings‘ and then ‘Pending Requests‘.

Each meeting request will have accept and reject buttons on the right hand side. If there is a red number on the bell icon atop the page, this will also notify you if you’ve received an invitation or your invitation has been accepted.

Remember, you will not receive any meeting invitaitions unless your availability has been activated. See above FAQ for more details.

Click on an attendees profile photo or the Book Meeting button underneath the profile to open the attendee badge card.

When the card opens navigate to Book Meeting. You can then select the date, and the time slot (if they have any available). Enter a purpose of the meeting and click ‘Send request‘. When the attendee accepts your meeting, you will receive a notification.

Important note: You must first ensure your Availability has times selected. Then, if you still cannot book a meeting with an attendee, it is because they have not set their availability within the platform. Send them a Contact Invitation instead.

You must first be a Contact with an attendee before you can use the chat function.

To Invite to Connect, visit the Attendee tab. To the right of the “Book meeting” button is a green icon with + symbol. This will send an invitation to the attendee to connect. Once the attendee accepts, you can then use the chat.

To use the chat function, click on the 2 person icon on the right side of the screen and search for either name or company. Click on the speech bubble icon to message and on the camera icon to call.

You are able to contact everyone within this platform. To Cancel a Contact Invite, go to My Event > My Contacts > Sent Requests, then the 3 vertical black dots > Delete Request.

Scheduled meetings allow you to pre-book time with any attendee for a video call. Each attendee sets their own availability and then other attendees can request a call during one of these slots.

You do not need to be connected to the attendee to request a meeting. However, you must have your Availability times/days active, and the delegate you are attepting to schedule a meeting with must also have their Availability times/days active.

If the meeting is accepted, these meetings will show within your diary under My Event > My Meetings.

Both parties need to select their availability (day and time slots) within the app to enable the meeting function.

Please check by going to the top left navigation menu > Profile > Availability icon.

The “Availability” will be orange with a cross (X) if you have not selected your availability. This is for privacy reasons for those that do not want to receive invitations – though we do encourage all attendees to select their times in email communication for the app.

Navigate to the ‘My Event‘ tab, If a meeting is still pending, it will show in ‘Pending Requests‘. Once confirmed, it will move to ‘My Meetings’. It will also show in your diary.

Meetings can only be scheduled with one other attendee at any one time. However you can book a virtual meeting in The Hub if you wish to meet more than one attendee. The Hub is on the main navigation menu, where you can meet on networking tables for up to 4 or 20 people.

Emails are not sent for meeting invitaitions. However, in-app notifications are clearly displayed when you are logged in to the ConnectMe app.

A pop up with show in the corner of the screen, and also a fixed notification within the ‘bell icon‘ on the right-hand profile bar.

However, if you have added meetings to your schedule, you will receive email notifications if you're not logged in to the ConnectMe app.

To join a meeting, either go to ‘My Schedule‘ or ‘My Meetings‘.

In My Schedule, on the appropriate day and time, you will see the option to ‘Start meeting’.

From ‘My meetings’ you can click ‘Join’. When you click either button, a call window will appear. Your camera will automatically turn on, and you will wait for the other person to join.

Once joined, you can have a 1:1 video call. You are also able to share your screen.

Go to “My Event” > “My Meetings“. If you have already confirmed a meeting, go to My Meetings and Cancel.

If the meeting is not accepted, go to “Pending Requests” or “Sent Requests“.

If you're an in-person attendee, you do not need to do anything. For all onsite attendees, their availability is default to inactive or unavailable so you do not need to de-select any times and won’t be available for meetings.

If you have enabled your availability but have changed your mind / or you are a Virtual Attendee, you can remove your availability under My Event on the main menu (on Desktop), then go to My Profile > Availability (at the very bottom), and uncheck the times/days in green. The grey line shows unavailable. Attendees will not be able to contact you.

Although the meeting slots are allocated every 15 minutes, once you are on a call, you can stay connected for as long as needed. It will not disconnect your meeting automatically.

ConnectMe does not allow attendees to remove their profile from the app. This is because your profile is needed in order to give you access. However, if you do not set your availability then other attendees will not be able to contact you. This is default off for all in-person attendees.

Also, if you do not log in to the ConnectMe platform, your profile will remain inactive and uncontactable.

If you still want to have your profile removed and do not require access to the ConnectMe app, email virtualevents@informa.com.au and we will remove your profile and access.

Email virtualevents@informa.com.au to request your profile be deleted from the event and the app itself.

Please note, once deleted you will no longer have access to the ConnectMe app.

Each conference is different.

If you are an in-person attendee please check with the onsite team whether there is a virtual component / live stream. If the event has not been streamed, there will not be a recording available.

If you have paid for a virtual pass, the recording will be available 1-2 days after the event under the On Demand Recording menu. This is located in ConnectMe.

You should receive an email from Informa when the recording is available (if applicable).

For most of our Informa Australia conferences, this feature is disabled. This is separate to the speaker presentations.

For speaker presentations, you will receive an email from Informa 2-3 days after the event with a Dropbox link to speaker presentations and any sponsor or partner materials.

Navigate to the helpdesk on the left-hand side profile bar. Within the helpdesk you can use the support chat.

If the matter is urgent, please see onsite staff at the event.

Alternatively, email virtualevents@informa.com.au. Please allow for time to respond during peak periods.