Troubleshooting
How to reset your password
Last Updated: March 24, 20261. Navigate to the Canapii forgot password portal 2. Enter the email used for your Canapii account. 3. Retrieve the new verification code from your email inbox (you may need to check your spam/trash folder if you don’t see it within 10-15 minutes). 4. When you’ve received your six-digit verification code, input it into the Password...
Trouble receiving verification code
Last Updated: April 3, 2024When registering for an event on Canapii, you will be sent a 6 digit verification code in order to verify the email address used for registration and access. If you do not receive the 6 digit code within 2 minutes of it being sent please check your spam or junk folder. If you are attempting...
Audio and video settings for meetings and live breakout sessions
Last Updated: March 24, 2026When joining your first call, you will be prompted to give Canapii permission to access your microphone and camera to be able to speak/hear other attendees. To enable this, click Allow. At the start of every call, a readiness checker will appear on screen. Here you can select the appropriate microphone, speaker and camera (you...
Logging into Canapii without a password
Last Updated: April 3, 2024If you are having trouble remembering or resetting your password, you can easily login with a direct link that will be sent to your email. Begin by navigating to either the specific event’s login page or the Canapii login page Enter the email address of the account you would like to sign in with and...
Troubleshooting tips for display errors
Last Updated: April 3, 2024For the best event viewing experience we suggest using either a Chrome or a Microsoft Edge web browser. If you are still experiencing issues after switching to these browsers, continue to check the following: Do a hard refresh. If you’re using a PC (Microsoft), tap the Ctrl-Shift-R keys at the same time. If you’re using...
How to adjust video quality
Last Updated: March 24, 2026WifiIf your video is frequently buffering or lagging behind, you may be suffering from a poor or spotty wifi/internet connection. In these cases, we suggest that you adjust the video quality as per the next steps. Note: An internet speed of at least 25 Mbps is recommended for high quality streaming. Adjusting the video quality...
“Event not found” message
Last Updated: April 3, 2024If you are met with an “Event not found” message when attempting to access your event, try out these quick fixes to help you get in the door: Open the event link in Incognito or Private Browsing mode. Right-click on your internet browser icon, then choose Open Incognito window or New Private Window, whichever appears...
White screens & 404 error messages
Last Updated: April 3, 2024For the best event viewing experience we suggest using either a Google Chrome or Microsoft Edge web browser. If you are still experiencing issues after switching to these browsers, check these aspects next: Do a hard refresh. If you’re using a PC (Microsoft), tap the Ctrl-Shift-R keys at the same time. If you’re using Apple,...
Trouble receiving MFA sms code
Last Updated: April 3, 2024If you are an admin for an event hosted on Canapii, you will be required to set up multi-factor authentication (MFA) using a cell phone number that is able to receive text messages (standard messaging rates apply) or a third-party authenticator app. If you have set up MFA with SMS text message and are not...
Where to find technical support pre, live & post event
Last Updated: April 3, 2024Help is on the way! Use the options below to contact a member of our team: Technical support chat During live sessions, technical support requests are picked up by our team. As an attendee, you’re able to send technical support requests using the interactive sidebar. Note: The interactive sidebar will only be visible on the...