Troubleshooting: Emails, Logins, Exports

This guide walks you through the issues we see most often in the first month, with the exact place to fix each one.

Emails not arriving

The first place to look is the recipient's spam folder. Outbound mail is sent from no-reply@commtrail.com, and a brand-new sender domain often lands in spam until it builds reputation.

If the email is not in spam, check that the matching template is enabled at /settings/email-templates. Each template (confirmation, removal, reminder) has its own on/off toggle, and disabled templates send nothing.

Confirm the speaker actually provided an email on the public signup form. Email is optional, and signups without an address get no confirmation by design.

Reminder emails specifically

• Reminders are disabled by default — enable the reminder template at /settings/email-templates before they will send.
• Reminders fire in a 20–28 hour window before the meeting start time, and each meeting only receives one reminder pass.
• Speakers must have status signed_up or present to get a reminder; removed speakers are skipped.
• If the meeting status is anything other than open, reminders are not sent.

Times in emails are wrong

Your org's timezone drives the time shown on the public signup form, the in-app meeting display, and every outbound email. Confirm it is correct at /settings.

If it is wrong, change it. The new timezone will apply to all future emails and displayed times — already-sent emails will not change.

Can't log in or forgot password

Easiest path: use the magic link option at /login. Enter your email, click Send magic link, then open the email and click through.

If you prefer a password, use the password reset link on the login page and follow the email instructions.

Display mode shows the wrong list

Display mode is meeting-specific. The URL must look like /meetings/[id]/display, and the [id] must match the meeting you opened — if you have two tabs open from different meetings, it is easy to project the wrong one.

Display mode updates in realtime as speakers sign up and as staff change order or status. You do not need to refresh.

Best practice: open display mode on a separate device or in a new browser tab, and keep your management tab on the regular /meetings/[id] page so you can run the meeting without losing the projector view.

Export PDF/CSV looks empty

Exports only include speakers with status signed_up or present. Removed and no-show speakers are excluded by default — that is intentional so you can hand the list to the chair without explaining strike-throughs.

Exports use the current speaker order at the moment you click export. If you reordered speakers after generating a PDF, generate a new one to get the updated order.

Trial expired and I lost access

When your trial ends, most pages are gated, but /settings/billing stays open so you can upgrade yourself out of the lockout. Visit that page and pick a plan to restore full access.

You should also have received a heads-up email three days before expiration — that warning now fires automatically, so check your inbox (and spam) for it before the lockout hits.

Anything not covered here? Email support@commtrail.com and we will work through it with you.