Here are some common difficulties you may experience accessing Hay House virtual events, along with potential causes:
đź”— Access Link Issues
Didn’t Receive the Zoom Link
The email with the link went to spam, promotions, or junk folders.
The customer mistyped their email during registration.
The event reminder email was filtered out or delayed.
Invalid or Expired Link
The customer clicked an old test or preview link instead of the latest access link.
They are trying to join after the event has ended or outside of the scheduled time window.
Multiple Ticket Purchases / Accounts
The customer purchased the event under a different email address than their Hay House account.
The link is personalized and won’t work if shared or opened from another user’s account.
đź’» Technical or Device-Related Problems
Zoom Application Not Installed or Outdated
The customer tries to join from a browser or device that doesn’t have the Zoom app or has an outdated version.
Browser Compatibility Issues
Zoom links don’t open correctly in Safari or outdated browsers.
Pop-up blockers prevent the Zoom launch window from appearing.
Device Permissions
Camera and microphone permissions not granted, causing the app to freeze or fail to connect.
Security or antivirus software blocking the Zoom application.
đź”’ Login or Authentication Problems
Hay House Account Login Help
Looking for the event in your account dashboard? Events must be accessed with the same email that registered for the event. You can log into your Hay House account and from your account dashboard, click on Virtual Events to access the event dashboard directly.
Waiting Room Confusion
Attendees think they’re stuck, not realizing the host must manually admit them or the event hasn’t started yet.
📶 Connectivity & Audio/Video Issues
Poor Internet Connection
Lag, freezing, or disconnecting during live sessions.
The “reconnecting” message appears frequently.
Audio Problems
No sound due to muted device or incorrect audio output selected. Please review this if you cannot hear the webinar audio.
Zoom audio permissions not granted.
🧠User Experience / Navigation Issues
Misunderstanding Time Zones
Attendees miscalculate the start time if the event time zone (often Pacific/Eastern Time) differs from their own.
Confusion Between Platforms
Some users expect the event to stream directly on the Hay House website or app instead of Zoom.
Clicking on links for replays instead of live sessions.