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Organiser troubleshooting

Use this guide when players cannot find, join, or play an event, or when live event behaviour does not match your setup.

Event is not visible​

Check:

  • Selected organisation: make sure you are viewing the organisation that owns the world.
  • Access Type: Invite Only, Organisation Only, and Workshop events may not appear like public events.
  • Registration Period: players may not see the expected register action before registration opens.
  • Event Period: players may be registered but unable to access the map before play starts.
  • Direct link: private events may need a direct event link or QR code.
  • Organisation membership: organisation-only events require players to belong to the owning organisation.

If the event should be public, use Open access type and check the registration and event dates before sharing.

Players cannot register​

Common causes:

  • Registration has not opened or has already closed.
  • The event has reached its user limit.
  • The team size limit is blocking the selected team.
  • The player is not signed in, unless this is a workshop flow.
  • The player belongs to the wrong organisation for an organisation-only event.
  • The player has an event access code but is entering it as a team invite code.
  • The player has a team invite code but is entering it as an event access code.

Useful checks:

  1. Open the world Settings tab and confirm the registration period.
  2. Confirm the Access Type and whether a join access code is set.
  3. Open Users to review pending invites and world users.
  4. Open Teams to check team capacity and invite codes.
  5. Ask the player which email address they used to sign in.

Teams are full​

Check:

  • The world Team size limit in Settings.
  • The number of members on the team in the Teams tab.
  • Whether learners are using the correct team invite code.
  • Whether extra teams should be created.

If you need bigger teams, update the team size limit before more players register. If the event is also hitting the world user limit, check the organisation plan or use a world boost if available.

Challenge is locked or missing​

Check:

  • Hidden state on the challenge.
  • Prerequisites in the challenge form or Progression Editor.
  • Choice groups: the team may already have completed another option in the group.
  • Timebomb windows: the challenge may be waiting, active only briefly, or expired.
  • Event Period: the map may be accessible but challenge play may still depend on timing.
  • Category/map placement: the challenge may be on a country or marker players are not checking.

Test the flow with a normal player account. Admin views can make hidden or locked states feel less obvious.

Scoreboard looks wrong​

Check:

  • Show scoreboard in world Settings.
  • Anonymous scoreboard if players see generated team names.
  • Point Scheme: static scores stay fixed; dynamic scores can change as more teams solve.
  • First strike bonus points.
  • Hint costs and wrong-answer penalties.
  • Manual score entries in Logs.
  • Pending score entries that have not been approved.

Use Logs as the audit trail. If players dispute a score, review challenge solves, penalties, hint costs, first-strike bonuses, manual entries, and any removed score logs.

Launchable challenge will not start​

Check:

  • The organisation has enough launch runtime minutes remaining for this month.
  • The world Launchable challenge instances setting is correct.
  • The challenge has launchable/container settings enabled.
  • The image or container reference is valid.
  • Required secrets, environment variables, ports, or URLs are configured.
  • The launchable target has been tested from a non-admin account.
  • The challenge is visible and not blocked by hidden state, prerequisites, or timebomb windows.

If only one team is affected, check whether the issue is team-specific instance state. If every team is affected, check the world-level launch settings and challenge configuration first.

Players joined the wrong team​

Ask them not to create extra accounts. Check:

  • Which team invite code they used.
  • Whether the correct team has capacity.
  • Whether you need to create a replacement team.
  • Whether the event has already started and score impact matters.

For future events, share team invite codes in a table with the team name next to each code, and keep the event access code separate.

Quick code guide​

CodeUsed forWhere players enter it
Event access codeUnlocking invite-only event registrationEvent access field during registration
Team invite codeJoining one specific teamTeam registration modal after choosing Join an existing team