Troubleshooting

Having trouble with your Eventbrite integration? This guide covers common issues and their solutions to help you get back on track quickly.

Connection Issues

"Invalid Token" Error

Problem: Connection fails with "Invalid token" or authentication error.

Solutions:

1. Verify Token Format

   • Tokens are long strings of letters and numbers
   • Ensure no spaces before or after the token
   • Don't include quotation marks

2. Generate New Token

   • Go to Eventbrite API Keys
   • Your Private Token is listed in the Personal Tokens section
   • Copy the entire token string
   • Try connecting again with the new token

3. Check Token Permissions

   • Ensure the token has necessary permissions
   • Token must belong to the account that owns the events
   • Regenerate if the token was revoked or expired

"No Organization Found" Error

Problem: Connection fails with "No Eventbrite organization found for this account."

Solutions:

1. Verify Organization Setup

   • Log into Eventbrite
   • Go to Account Settings → Organization
   • Ensure you have an organization configured
   • Some personal accounts need to be converted to organization accounts

2. Contact Eventbrite Support

   • If you should have an organization but don't see one
   • Eventbrite support can help set up your organization

"Webhook Registration Failed" Error

Problem: Connection partially succeeds but webhook registration fails.

Solutions:

1. Check for Existing Webhooks

   • You may have reached Eventbrite's webhook limit
   • Log into Eventbrite API settings
   • Remove unused webhooks
   • Try connecting again

2. Verify Organization Permissions

   • Ensure your account has webhook management permissions
   • Organization administrators have full access
   • Team members may have limited webhook permissions

Contact Sync Issues

Contacts Not Appearing

Problem: New registrants aren't showing up in your contacts.

Diagnosis Checklist:

1. Phone Number Provided?

   • Check if the registrant provided a phone number in Eventbrite
   • Phone number is required for SMS contact creation
   • Log into Eventbrite and view the order details

2. Integration Connected?

   • Verify connection status on the integration page
   • Check for "Connected" status indicator
   • Review webhook activity section

3. Recent Activity?

   • Check the "Recent Activity" section
   • Look for webhook events with "processed" status
   • Review error messages if status shows "failed"

Solutions:

1. Require Phone Numbers

   • In Eventbrite, edit your event
   • Go to Registration → Order Form
   • Make phone number a required field
   • Future registrants must provide phone numbers

2. Reconnect Integration

   • Disconnect the integration
   • Wait 30 seconds
   • Reconnect with your token
   • Test with a new registration

3. Check Webhook Logs

   • Review "Recent Activity" for errors
   • Common issues show specific error messages
   • Contact support with webhook event ID if needed

Contacts Created Without Names

Problem: Contacts are created but first/last names are empty.

Solutions:

1. Enable Name Syncing

   • Go to Default Configuration
   • Check "Sync attendee names (first & last name)"
   • Save settings
   • Future registrations will include names

2. Verify Eventbrite Data

   • Check if attendees provided names in Eventbrite
   • Some order forms don't collect names
   • Edit your Eventbrite form to make name fields required

3. Event-Specific Override

   • Check if event has sync disabled
   • Expand the specific event configuration
   • Ensure sync isn't overridden to "off"

Duplicate Contacts

Problem: Same person appears multiple times in contacts.

Root Cause: Phone number is the unique identifier. Different phone numbers create separate contacts.

Solutions:

1. Check Phone Number Variations

   • Person may have registered with different phone numbers
   • International format variations (e.g., +1 vs no prefix)
   • Typos in phone number during registration

2. Merge Contacts Manually

   • Identify duplicate contacts
   • Keep the one with correct phone number
   • Delete or archive duplicates
   • Note: Can't merge automatically due to unique phone constraint

3. Prevent Future Duplicates

   • Use consistent phone number format in Eventbrite
   • Enable phone validation in Eventbrite forms
   • Educate attendees about using same number

Welcome Message Issues

Welcome Message Not Sending

Problem: Contacts are created but no welcome message is sent.

Diagnosis:

1. Check Configuration

   • Default Configuration → Welcome Message
   • Ensure an autoresponder is selected (not "None")
   • Verify "Send welcome message immediately" is checked

2. Verify Autoresponder Status

   • Go to Autoresponders section
   • Confirm the selected autoresponder exists
   • Check if autoresponder has message content
   • Ensure autoresponder isn't archived

3. Check Primary Phone Number

   • Campaign must have a primary phone number
   • Go to Phone Numbers section
   • Verify at least one number is marked primary
   • Without primary number, no messages can send

Solutions:

1. Enable Welcome Messages

   1. Go to Default Configuration
   2. Check "Send welcome message immediately"
   3. Select an autoresponder
   4. Save settings
   

2. Create/Activate Autoresponder

   • Create new autoresponder if needed
   • Ensure message content is added
   • Save and activate the autoresponder
   • Select it in integration settings

3. Set Primary Phone Number

   • Go to Phone Numbers
   • Click "Set as Primary" on a verified number
   • Return to integration settings
   • Welcome messages should now send

Wrong Welcome Message Sent

Problem: Registrants receive unexpected or incorrect welcome message.

Solutions:

1. Check Event-Specific Settings

   • Expand the event configuration
   • Look for event-specific welcome message override
   • If set, this overrides the default
   • Reset to "Use Connection Default" if needed

2. Verify Autoresponder Content

   • Go to the autoresponder that's being sent
   • Review the message content
   • Edit if it's not what you want
   • Save changes

3. Update Configuration

   • Change the selected autoresponder
   • Either at connection level or event level
   • Save settings
   • Future registrations will use new message

Group and Tag Issues

Groups Not Applied

Problem: Contacts are created but not added to configured groups.

Diagnosis:

1. Verify Groups Exist

   • Go to Contact Groups section
   • Confirm the selected groups exist
   • Check group IDs match configuration

2. Check Permissions

   • Ensure groups aren't archived or deleted
   • Verify you have permission to add contacts to groups

Solutions:

1. Reselect Groups

   • Go to integration configuration
   • Remove and re-add the groups
   • Save settings
   • Test with new registration

2. Review Recent Activity

   • Check webhook logs for group assignment errors
   • Look for specific error messages
   • Contact support if errors persist

Tags Not Applied

Problem: Contacts are created without configured tags.

Solutions:

1. Verify Tags Exist

   • Go to Contact Tags section
   • Confirm the tags exist in your campaign
   • Check spelling and formatting

2. Reselect Tags

   • Go to integration configuration
   • Remove and re-add the tags
   • Save settings

3. Check Tag Permissions

   • Ensure tags aren't archived
   • Verify you have permission to apply tags

Event-Specific Configuration Issues

Event Settings Not Saving

Problem: Changes to event-specific settings don't save.

Solutions:

1. Check Required Fields

   • All fields must have valid values
   • Groups and tags must be valid selections
   • Autoresponder must be a valid choice

2. Clear Browser Cache

   • Sometimes cached data causes issues
   • Clear cache and reload page
   • Try saving again

3. Try Different Browser

   • Test in incognito/private mode
   • Try a different browser
   • May be browser-specific issue

Event Settings Not Applied

Problem: Event-specific settings saved but not used for new registrants.

Diagnosis:

1. Verify Event ID

   • Ensure the Eventbrite event ID matches
   • Check webhook logs for event ID in notifications
   • Confirm configuration is for correct event

2. Check Recent Activity

   • Look at webhook events
   • Verify event ID in webhook payload
   • Compare with configured event

Solutions:

1. Resave Event Settings

   • Expand event configuration
   • Make a small change
   • Save settings again
   • Test with new registration

2. Reset and Reconfigure

   • Click "Reset to Defaults"
   • Wait a moment
   • Reconfigure event settings
   • Save and test

Performance Issues

Slow Contact Creation

Problem: Long delay between registration and contact appearing.

Expected Behavior: Contacts typically appear within 2-5 seconds of registration.

Solutions:

1. Check Eventbrite API Status

   • Visit Eventbrite's status page
   • API delays affect sync speed
   • Usually resolves automatically

2. Verify Webhook Delivery

   • Check Recent Activity for delays
   • Webhooks should show recent timestamps
   • Large delays indicate webhook issues

3. Contact Support

   • If delays persist over 30 seconds
   • Provide webhook event IDs
   • Support can investigate server-side issues

Data Issues

Missing Attendee Information

Problem: Contact created but missing expected data (name, email).

Solutions:

1. Check Eventbrite Form

   • Review what fields are collected
   • Make fields required if needed
   • Attendees may skip optional fields

2. Verify Sync Settings

   • Ensure "Sync attendee names" is enabled
   • Check event-specific overrides
   • Email is always synced if provided

3. Review Order in Eventbrite

   • Log into Eventbrite
   • View the specific order
   • Check what data was actually collected
   • Integration can only sync data that exists

Incorrect Phone Number Format

Problem: Phone numbers appear incorrectly formatted.

Note: EchoTexting automatically formats phone numbers to E.164 format (e.g., +1234567890).

Solutions:

1. Verify Original Number

   • Check phone number in Eventbrite order
   • Ensure number is valid and complete
   • Include country code if international

2. Update Eventbrite Form

   • Add phone number validation
   • Specify expected format
   • Reduce data entry errors

Getting Additional Help

If you've tried these solutions and still have issues:

Review Webhook Logs

1. Go to "Recent Activity" section
2. Find the failed webhook event
3. Note the error message
4. Look up specific error in this guide

Contact Support

When contacting support, provide:

• Connection ID (visible on integration page)
• Webhook event ID (from Recent Activity)
• Specific event name in Eventbrite
• Steps you've already tried
• Screenshots of error messages

Useful Information for Support

• When did the issue start?
• Does it affect all events or specific ones?
• Can you reproduce the issue with a test registration?
• Have you made recent changes to settings?

Prevention Tips

Avoid common issues:

1. Regular Testing

   • Test with registrations periodically
   • Verify contacts are created correctly
   • Check welcome messages are sent

2. Monitor Activity

   • Review webhook logs weekly
   • Watch for error patterns
   • Address issues proactively

3. Keep Documentation

   • Document your configuration
   • Note which events use custom settings
   • Track changes to integration settings

4. Communication

   • Tell attendees they'll receive SMS
   • Set expectations about messages
   • Provide opt-out instructions

Next Steps

• Setup Guide - Review setup steps
• How It Works - Understand technical details
• Use Cases - Get inspiration
• Contact support for persistent issues