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Swapcard FAQs & Support

Welcome to our Swapcard FAQs & Support page

 

Please read through our FAQs below before chatting to our support team – as there may be a wait while our support team is helping other attendees.

Our FAQs section below has our most common troubleshooting issues that will solve most issues.

Should you still need support, please email AusRAIL support

We appreciate your patience in advance as there may be a wait due to increase support during peak times.

AusRAIL Live & On Demand User Guide

AusRAIL Virtual Networking Lounge User Guide

Download the user guide PDF (3MB) here

Before you start, please ensure your web browser is Google Chrome or Firefox, and running on the latest version.

3 basic troubleshooting steps that solve most technical difficulties in Swapcard

1. Try to clear cache, refresh your phone/browser and login once again.

2. Try to close the web browser and open again; or try to log out and then log back in.

3. Use a different web browser: try it in a different browser (e.g. Firefox or Chrome). Recommend using Chrome

How to clear cache on my web browser?

How to clear cache on my web browser?

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

Audio/Visual issues or troubleshooting

Audio / Videos Issues on the platform

Audio / Videos Issues on the platform

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.

My audio sound doesn't work, I can't hear the stream?

My audio sound doesn’t work, I can’t hear the stream?

First, check if your audio volume is on. If so, please check that the Vimeo volume in the live stream is showing full blue bars (see example below).

Secondly, 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 live stream quality is blurry? Can it be improved

The live stream quality is blurry? Can it be improved

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.

 

 

If it is set to Auto, this is likely why your stream quality is blurry. Try setting it to 720p or 1080p.

Recommendation: Set it at 720p first to check that the quality improves. Allow for a 30-second lag for the connection to catch up to the stream quality. If your connection is poor and you set the stream quality too high, it may start to freeze. Try to find the right balance.

 

The live stream video is not displaying - All I can see is a black/grey screen?

The live stream video is not displaying – All I can see is a black/grey screen?

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

Access an event

I do not receive the email containing my Magic Link

I do not receive the email containing my Magic Link
All the emails sent from Swapcard are sent from hello@swapcard.com. It is possible that this email ended in your Spam folder.

If not, check that the email address you are using is correct and contact support@swapcard.com. We will then send you a Magic Link personally.
It is sometimes possible that the email address hello@swapcard.com with which we send our communications is blocked by your professional mailbox.

If several people from the same company participate in the event and none of them receives the Magic Link, please ask your IT department to authorize the email address hello@swapcard.com to facilitate future communications.

Note that we do not send commercial emails.

Magic Links are personal, don’t share them!

Why can't I see any event in my account?

Why can’t I see any event in my account?
When you log into your account, you may not have access to the event you want to join.

Several reasons can explain this :

1) You have not yet registered for the event. Perhaps your registration is not complete, remember to check that you have received a registration confirmation and if this is the case, send it to virtualevents@informa.com.au so that we can help you.

2) You did not log in with the email used when registering for your event. Make sure to use the same email address when connecting to the application.

3) The event is not yet accessible to users. It will be when the invitation emails are sent by the event organiser.

My email address isn't recognised

My email address isn’t recognised
There may be several reasons why your email address is not recognised:

1) Check that you are correctly registered for the event you are attending.

2) Make sure that the email address you enter is the one with which you registered for the event.

3) If you write your email address correctly in Swapcard, it’s possible a mistake was made when registering. Do not hesitate to contact support@swapcard.com or virtualevents@informa.com.au for us to verify for you.

Note that an email address can only be used for one person. If several people have registered with the same email address, you will need to contact the virtualevents@informa.com.au to change this.

How to join an event?

How to join an event?
When registering for an Informa event in Swapcard, an account will be pre-created for you.

You will not be able to access the event until it is launched. Once the event is launched, you can access the event in several ways:

1) By clicking in one of the emails sent by hello@swapcard.com. Check your Spam if you haven’t received this in your inbox.
2) By logging into your account using the email address given when registering for the event
3) If you’ve been given an event code, use this to join the event

After the initial login process for your event, the desktop log-in page to access Swapcard can always be found on the home page of the event website you are attending. Access to the mobile app (to download to your smart phone) can also be found on the event home page, or search for the event name in your App Store.

My Profile

How do I add a photo to my profile?

How do I add a photo to my profile?
If you do not have a profile picture when you log in to the application, you will be offered to add one:

 

 

Click on Add your picture, select the photo you want to have as a profile picture and then crop it (see below). Once the photo has been cropped, you can validate it by clicking on ✓ at the top right of your screen.

 

 

If you did not want to add a profile picture during your connection, you can still add one by going to the My Profile tab.

 

 

Here, click on the box with your name and then on Edit in the box with your empty profile picture (see below).

 

 

You will arrive on the next page and by clicking on the empty circle of your profile photo, you will be able to select a photo and then crop it as explained above.

 

 

You can also take a photo when editing your photo by clicking on “Camera”:

 

Why am I asked "Confirm your new information"?

Why am I asked “Confirm your new information”?
At times the organiser of the event you are attending may have modified or uploaded additional information to your profile (such as business category or professional area). You must accept or decline this information.

 

How to add a bio to my profile?

How to add a bio to my profile?
The biography will allow you to introduce yourself in a few words:

 

 

To add a bio, go to the My Profile tab and then click Edit in the Bio box. Describe yourself in a few words then go back to save.

 

How to manage my "skills"?

How to manage my “skills”?
You can add Skills to your profile. It can be real skills like “project management”, “communication” … but you can also add your industry, your department etc. All this information will enrich your profile and allow our Artificial Intelligence to help you find the most relevant people with whom you can connect.

To manage your Skills, go to the My Profile tab and then click Edit in the Skills box:

 

 

Then simply write the words you want to add in the Skills section and validate them by clicking on the +. If you want to delete skills, click on the cross to the right of each skill. Skills are saved automatically once created.

 

 

How do I add my company's page to my profile?

How do I add my company’s page to my profile?
If you’re a sponsor or exhibitor, it is possible to add your company page to complete your profile.

 

 

To do this, go to the My Profile tab and then click Add in the Company box.

 

 

Then search for your company in the search bar and if you see your company in the results, click on it then on Join (in the pop-up).

 

 

Your company has been added to your profile!

If you still don’t see it, pull your profile down to update it, it should show the company.

If your business does not exist when you search for it, you can click Create New Company.

 

 

Complete the information requested to create your company profile, then click on ✓ to add your company to your profile.

 

 

If you want to modify the information on the company file that you have added to your profile, you can Ask to become Admin:

 

 

When you create a company, you are the admin by default.

How to link my social media to my profile?

How to link my social media to my profile?
It is possible to add many social media to your profile:

1) Go to the “My Profile” tab.

 

 

2) Click on the box with your name to arrive in your profile then click on Edit in the Social Media box.

 

 

3) Add the usernames of the social media you want to add to your profile. No need to save, just go back.

 

 

It is important to add only the username and not the entire URL corresponding to the profile of each of your social media.

What information in my profile is accessible to other participants?

What information in my profile is accessible to other participants?
Public profile information, accessible by all participants of the event:

  • First name
  • Last Name
  • Job title
  • Company
  • Biography
  • Social Networks (if completed)
  • Skills (if completed)

The information on my profile is that of someone else

The information on my profile is that of someone else
It is possible that, during your connection, you see a profile which corresponds to that of one of your colleagues (for example).

This happens when two (or more) people have registered for an event with the same email address.

In this case, please contact us at virtualevents@informa.com.au.

Meetings

I can't book anymore meetings

I can’t book anymore meetings
If you can no longer book meetings, check to see if there are still meetings slots available. To do this, click on the My Visit button (the name of the button may change depending on the organizer) and go to the Meetings tab.

If you have a lot of meetings that have been pending for several days, don’t hesitate to cancel some of them to free meetings slots. Pending meetings block your meetings slots.

If you are unable to book meetings with certain people, the organizer may have chosen stricter meeting rules.

Read also: Book a meeting with a person

Meeting notifications

Meeting notifications
Automatic notifications are sent when you receive a meeting request (example below), but also as a reminder a few minutes before the meeting starts as a reminder.

Similarly, when you cancel a meeting, your contact will be notified.

 

How to manage my meetings and my availabilities?

How to manage my meetings and my availabilities?
You can see your pending or confirmed meetings in the My Visit button (the name may change depending on the organizer) and then by clicking on the Meetings tab.

 

 

You can cancel a confirmed or pending meeting by clicking Cancel Request (if it was pending) or Cancel Meeting (if it was confirmed).

You will also be able to decide on your availability in this tab.

For example, if you wish to make yourself unavailable on certain meeting slots created by the organizer of your event, you simply have to click on Make unavailable.

The unavailable slots will no longer be displayed on your profile and other participants will no longer be able to book meeting with you on these slots.

Click on Make Available to make available a slot that you have made unavailable.

Unavailable slots will appear grayed in this tab

How to book a meeting with an exhibitor?

How to book a meeting with an exhibitor?

It is possible, depending on the events, to be able, in addition to sending connection requests, to send meeting requests to people or exhibitors.

The organizers of your event, if they have chosen to have this feature, then define:

 

1) Meeting rules > who can meet whom?
eg: Conference delegates can book meetings with exhibitors.

 

2) Meeting slots > when can meetings be booked?
eg: Every 20 minutes.

 

3) Meeting places > where can meetings be booked?
eg: Exhibitor booth or an online virtual meeting (1:1 video call within the platform).

 

There are two ways to book a meeting with an exhibitor:

1) You can book a meeting with one of the members of the exhibiting company.

See How to book a meeting with a person?

2) You can book a meeting with the exhibiting company directly.
To do this, go to the page of an exhibiting company by going to the list of exhibitors for example:

 

 

Click on one of the proposed meeting slots. If you want to see other slots, click on see more slots.

 

 

After selecting meeting a slot, choose a meeting place and write a message if you wish. Once done, click on the arrow at the top right to send your meeting request.

 

 

A pending meeting is blocking a meeting slot. If your meeting is not confirmed or refused after a few days, do not hesitate to cancel it in order to free up this meeting slot.

How to book a meeting with a person?

How to book a meeting with a person?
It is possible, depending on the event, to be able, in addition to sending connection requests, to send meeting requests to people or exhibitors.

The organisers of your event, if they have chosen to have this feature, then define:

 

1) Meeting rules > who can meet whom?
eg: Conference delegates can book meetings with exhibitors.

 

2) Meeting slots > when can meetings be booked?
eg: Every 20 minutes.

 

3) Meeting places > where can meetings be booked?
eg: Exhibitor booth or an online virtual meeting (1:1 video call within the platform).

 

To book a meeting with a person, you just need to:

1) Go to a person’s profile, by going to the list of participants or on an exhibitor profile for example:

 

 

2) Click on one of the proposed meeting slots. If you want to see other slots, click on see more slots:

 

 

3) After selecting a slot, choose a meeting place and write a message to the person you want to meet. Once done, click on the arrow at the top right to send your meeting request.

 

 

A pending meeting is blocking a meeting slot. If your meeting is not confirmed or refused after a few days, do not hesitate to cancel it in order to free the blocked meeting slot.

 

See also: How to book a meeting with an exhibitor?

How to reschedule a meeting?

How to reschedule a meeting?
It is not possible to reschedule a meeting, whether it is pending or confirmed. If you want to reschedule it, you have to cancel it and book another meeting at a different time.

My Account

I forgot my password, what can I do?

I forgot my password, what can I do?
If you have forgotten your password, you can reset it via the login page. Insert your email address and click on Send me a magic link. You will receive a link to reset your password on your mailbox.

 

See: I do not receive the email containing my Magic Link

How to delete my account?

How to delete my account?
To delete your account, go to the Settings tab on the web app. Then, in the delete account section, click on Delete my account.

Caution: this action is non-reversible. You will lost all your information, as well as your contacts, messages and events.

 

 

How to change my password?

How to change my password?
If you want to change your password, go to Settings on your web app, then click on change password in the Password section.

 

 

How to add an email address to my account?

How to add an email address to my account?
To add an email address to your account, go to My profile on your web app, then click on the Settings tab. In the email address section, click on add an email address and insert it. You will receive an email on this new address asking you to confirm that it belongs to you.

Once confirmed, you can log in to your account with this new email address.

 

How to edit my email address?

How to edit my email address?
Unfortunately, it is not possible to edit your primary email address as it is the one you used to register to the event. However, you can add another email address you own to log in the the platform.

See: How to add an email address to my account?

How to log out of my interface?

How to log out of my interface?
To log out, go to My profile, then click on log out. You can log in again at any moment by using the email address and your password.

 

How to manage my email notifications?

How to manage my email notifications?
To manage the receiving of email notifications, go to the Settings tab on the web app. In Email notifications, you can activate/deactivate the following notifications:

  • Reminder of the activities unseen.
  • Reminder of the requests you have not replied yet.

 

 

How to access the Resource Center?

How to access to the Resources Center?
The resources center a lot of information to answer your questions on how to use the platform. To get to it from your interface, go to My profile, then click on Resources Center. You will then have access to all the articles in the center.

 

 

You can also get to the resources center via this link: https://help.swapcard.com/portal/kb/helpcenter/general

How to access Swapcard's terms and conditions?

How to access Swapcard’s terms and conditions?
To get to the terms and conditions, go to My profile, then click on the Terms and conditions tab. You will get redirected to a page displaying all our legal notices.

You can also access it via this link: https://www.swapcard.com/terms-of-use/

 

Messages

To whom can I send messages?

To whom can I send messages?
You can send private messages to your contacts or when sending connection and meeting requests.

See: Is it possible to send pictures?
See: Who’s in my contacts?
See: Send a connection request
See: How to book a meeting with a person?

Is it possible to send pictures?

Is it possible to send pictures?
It is possible to send images stored in your phone via the application’s private messaging. To do this, go to a private conversation and click on the “Add Image” button at the bottom left of the screen, then select the image you want to send.

 

My Visit

The My Visit button (the name may change depending on the event) can be used to manage your meetings, easily find bookmarked sessions and exhibitors as well as the people you have contacted.

My program

My program
The first tab of My Visit allows you to see the sessions you have bookmarked as well as your confirmed meetings. You can export your program and/or your meetings by clicking on at the top-right corner.

 

My Meetings

My Meetings
Here you can see and manage your meetings.

 

 

Read also: How to manage my meetings and my availabilities?

My Contacts

My Contacts
Different from the application’s Contacts menu, the My Contacts tab in My Visit allows you to see all your contacts (confirmed or pending) made during the event you are on (unlike the application’s Contacts menu which lists all your contacts through events).

 

 

My bookmarked companies

My bookmarked companies
All company files that you bookmarked by clicking on are gathered here.

 

 

Virtual Networking Lounge

Can't access Virtual Networking Lounge

Can’t access Virtual Networking Lounge
If you are unable to access the Virtual Networking Lounge, it may be because:

a) You are using a non-supported browser – the Virtual Networking Lounge can only be accessed by Chrome, Firefox or Safari.
b) 3rd Party Cookies may not be enabled

 

Here’s how you can enable them:

 

If you’re on a Windows PC:
1. Select the Chrome menu icon
2. Select Settings
3. Go to ‘Privacy and security’
4. Select ‘Cookies and other site data’
5. Select Allow all cookies
6. Allow two minutes for this to update and try again

 

If you’re on a Mac:
1. Open Chrome preferences click on Settings, then Show Advanced Settings
2. Under Privacy, click on Content Settings
3. Make sure “Block third-party cookies and site data” is not checked
4. If your browser is not listed above, please refer to your browser’s help pages

 

To ensure the your browser allows access to your camera and microphone, please take a very quick system check by clicking on this link GearTest.remo.co

Once you have joined, make sure your camera and microphone are turned on. You will randomly join a table, but you are free to move around as you please, simply double click on the table you wish you join – its as easy as that!
For the best experience we recommend these steps:
• Close all other video applications, as well as memory intensive programs (especially in Windows 10)
• Close other browser Windows
• Close other tabs in your browser
• Connect to the internet using a wired connection (faster and more stable than WiFi)

For further assistance or to view additional FAQs relating to the Virtual Networking Lounge, please click HERE.

Informa Connect Australia is the nation's leading event organiser. Our events comprise of large scale exhibitions, industry conferences and highly specialised corporate training.

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