Work through these steps in order. The app has a built-in Troubleshoot screen that finds most problems for you.
1. Run the Troubleshoot checks
Select your profile picture, then Troubleshoot under Account settings. On the mobile app you can also open Menu > Settings > Troubleshoot.
Items under Needs attention show the problem and a fix button or steps.
The checks are Account, Account created, Event access, Internet connection, App version, Notifications, Camera, Microphone, Time zone and, in the web app, Browser. Checks that do not apply to you are hidden. For example, Microphone appears only at virtual and hybrid events, and not if you attend in person.
Common results:
Account shows the email you are signed in with. If it is not the email you registered with, select Not you? Sign out and sign in with the right one.
Event access: "Joining not finished" means you have not completed the join steps and some features stay hidden. "Networking off" means networking is off for your ticket; "Networking off (opted out)" means you skipped it.
Internet connection: "Offline", "Can't reach the server" or "Live updates …" points to your network. See Network and firewall requirements.
App version: select Restart to update, Download update, Open App Store, Update, Open Google Play or Reload page when an update is waiting.
Browser (web app): "Storage blocked" means private browsing or blocked site data; "Browser out of date" means you need a recent Chrome, Safari, Firefox or Edge; "Some services blocked" means an ad or content blocker stops a service.
2. Clear the app cache
Open Account > App cache and select Clear app cache. Clear offline data on the Troubleshoot screen does the same. See Clear the app cache.
3. Update the app
Mobile app: if the Home screen shows Update available, select Restart. Otherwise update from the App Store or Google Play. The app needs iOS 15.6 or later.
Web app: reload the page. If App version in Troubleshoot shows "New version available", select Reload page. Update your browser if Browser reports it is out of date.
4. Log out and back in
Select Account > Log out, then sign in again. Logging out clears all cached data for your account.
5. Rule out the device and the network
Try another network, for example your phone's mobile hotspot.
Turn off your VPN and any ad or content blocker for the web app, then reload.
Try another browser or device. Do not use private browsing. On the mobile app, Open in browser at the bottom of the Troubleshoot screen opens the web app.
Restart the device.
6. Send a diagnostic report
If the problem continues, send Brella support the report from the Troubleshoot screen instead of browser console screenshots.
Open Account > Troubleshoot.
Select Share diagnostic report (mobile app) or Download diagnostic report or Copy report (web app).
Describe what you did, what you expected and what happened. Add a screenshot or screen recording if the problem is visual.
Send it through the question-mark icon in the app. It opens the support chat when the event has one. Otherwise it opens Help, where Contact Support opens the help center. In the web app at 768 px and wider, the icon appears only when the event has support chat.
