Frequently Asked Questions

Below you'll find answers to commonly raised questions.


Getting Started

How to access my Frameable Events dashboard?

Depending on how you purchased your plan is how you will find your dashboard. If you purchased your package directly from the Frameable website, please sign in with the same email and password you used to check out. If you purchased from one of our experts, please check your email for sign-in information and access link. If you're still having issues please contact us here

How long does it take to set up an event in Frameable?

Set up is quick and easy, most users have their Event designed and ready to use in 20 minutes or less! If you need help designing your event, check out our educational content here.

What if I need a feature outside of a specific plan?

Not to worry! You can include any of our features for any event! Schedule a call with one of our experts to create an Event package just right for you and your team.

Can I host an international event?

Yes, we are entirely web-based. All an attendee needs to join an event is an updated browser and connection to the internet.


Contract Questions

What if I want to make changes to my current contract?

If you would like to make changes to an already existing contract, contact a specialist and they will be able to build a plan customized to your needs.

I'm nearing the end of my contract. What are my options?

To extend your Custom contract or to create a new Custom agreement schedule a call to chat with our specialists. If you are a Pro user, please visit the pricing page to purchase more events.

What if I don't use all my contracted usage before my contract is up?

Your events expire on the date listed on your contract and do not roll over.

What if I change my contract, can I still access past events and metrics?

Yes. If you updated your contract under the same account, we store event data for 6 months after the event has ended. All this data can be retrieved from your Event Dashboard by locating the event you would like to access and then clicking on "View Metrics".

I would like to add another admin to my account.

Pro Users: If you would like to transfer your administrator privileges to another, please reach out to our support team here. Limit 1 admin per Pro account.

Custom/Enterprise Users: Reach out to your dedicated support manager to get your new administrator added - there is no limit!


Attendee Questions

Why can't I access Frameable Events?

There are different reasons why one might be having issues accessing Frameable Events. First, click here to access our System Check page. If you are having trouble with your camera or seeing other attendees check here Troubleshooting Guide. If you are on a VPN, try turning it off and rejoining.

How do I turn off my VPN?

Access your VPN Connection Application and switch it off. If you cannot find it right away, try searching through your computer's applications for "VPN". Once you've turned off your VPN, refresh the page and rejoin the event.

Why am I getting a camera and/or microphone error message?

If your camera or microphone is not working properly, or other users are having a hard time seeing you, first check to see if you have any other video software open, if so, please shut that down. Second, check to ensure the correct camera and microphone have been selected within your Event settings. To check this, click the settings gear at the bottom of the screen. If the issue still has yet to resolve, try toggling between the camera and microphone options listed to see if a change occurs. Lastly, if nothing else has worked, try restarting your device.

Can I bypass filling out my User Profile?

Yes, users can bypass filling out their user profiles at the start of an event. If you would like to edit or update your profile during the event, you can do so by clicking on your avatar in the top right of the screen and clicking "Edit Profile".

Why can't I get on stage?

Your host may not have given you permission to access the stage yourself. If you believe this was done in error, contact your host and they will have the ability to upgrade your permissions or bring you on the stage for any reason.

How can I mute the background music?

All event guests will have a speaker icon in the bottom left of their event screen. Simply click on the speaker and the music will mute for your device. If you are on a mobile device music will be automatically disabled.

I'm a Presenter, how can I prep for my event?

As a presenter, you have the ability to access the event before it is scheduled to be live. While you will have access to the entire event, you can also enter any room, test your microphone and camera, and practice screen sharing your presentation materials. If you don't have the link to your event, contact your event host. For more help, check out our Presenter's Guide.


Host Questions

Can I enable SSO sign-in for my event?

Yes. Mention this to your sales representative when designing your Custom event to get this process started. Once enabled, you will be able to enter your sign-in key and allow attendees to sign in via your organization's single sign-on. To add SSO to your plan, contact us here. To learn more about SSO sign-in, check out this resource.

How can I test my event before it goes live?

Hosts and Presenters may test in their Event prior to it going live. Simply click your event link to join. If you are an enterprise customer, reach out to your dedicated support manager for assistance hosting more extensive test runs.

How can I add a Presenter to my event?

Before the event, you can add someone as a Presenter from your Event Design Studio by clicking on "Guests and Hosts", adding their email, and choosing from the dropdown menu "Add as Presenter". During the live event, locate your Presenter from the participant listing, click on their profile, and from the 3-dot menu, select "Make Presenter".

Can I change features on an existing event?

Yes! You have the ability to edit your event at any time, even when the event is live. If you are interested in adding an additional feature outside of your contract, contact a specialist here.

Where can I find my old events?

All of your past events are still accessible through your Event Dashboard, under the tab "Past Events."

How do I access the metrics from past events?

You can access your past event's metrics from your Event Dashboard. Under the "Past Events" tab, locate the event you are looking for and click on "View Metrics."

Can I match attendees during my live event?

Yes! We have a great matching feature called Smart Grouping. This is a great way to instantly match your attendees at the start of an event. Once you've accessed this event add-on, in your Event Design Studio you can enable Profile Fields. From there weigh each attendee's responses and other guests with similar answers will be matched at a table together. Click here to learn more about Smart Grouping.

How can I prepare for my event?

Here is a helpful guide to help you prepare for your event: Preparing for your Event.

How can I set up a sponsored event or incorporate sponsor booths?

There are a few ways to incorporate sponsor booths at your event. One way might be having one whole sponsorship Lounge room where you can host multiple sponsors at individual tables. In this format, we also offer Stage Tables, where the sponsor must be elevated to a Presenter role and they will have access to the Table's Stage. You may decide to dedicate one room per sponsor where they can have a table or do a stage presentation. Depending on your contract you will have the ability to add sponsor logos and branding as well. To upgrade your plan or ask us about more sponsorship ideas, contact us here.

What is a locked room used for?

A locked room can be used for a variety of things. Whether it's a closed discussion prior to a larger meeting or a Green room to prep a panel before they go on, only Hosts or Presenters are able to enter locked rooms. It is up to you as an event designer to determine if you would like all attendees to be able to view locked rooms or not.

How can I increase the table size at my event?

In your Event Design Studio, click on "Rooms", scroll down, and use the "+" or "-" symbols to edit your table sizes. Depending on your plan, you will be limited to certain table sizes.


Technical Questions

Can I access Frameable Events through a Firewall?

While you may be able to access Frameable Events while using a Firewall or VPN, we cannot guarantee your experience while behind a Firewall or VPN. For the best experience, turn your Firewall or VPN off, and rejoin the event. If you are still having issues, check with your IT department for the best course of action to disable the Firewall. Here is our Firewall and VPN Guide.

How can I use Frameable Events if I can't turn off my corporate VPN?

If you are having trouble accessing your event on a corporate-issued device, connect with your IT department to troubleshoot or join the event on a personal device. This can be a computer, tablet, or mobile device.

Can I enable SSO sign-in for my organization?

Yes. Mention this to your sales representative when designing your Custom package to get this process started.

Where are Frameable's servers?

We have four servers at Frameable. Three servers are located throughout the United States and one server is located in Germany.