PIJAC 2022 Ordering: ATTENDEE Help Desk Page

If you are receiving an error message after you have entered your email address do the following:

1.  Double check the spelling of your email address.

2. Have you been added as a user to your company account?  

3.  If you have verified your email address is spelled correctly and you also have been added (with the email address you are trying to log in with) as a user for your company, contact OrderEase HELPDESK Support via a technical support method listed on this page.

Verify you are entering the correct password. Ensure you are using the proper case (passwords are case sensitive).  If the issue continues, click on the password reset button.  If you do not receive a password reset email in your Inbox, check your Junk/Spam folder.

If the password reset email from OrderEase doesn't arrive within 5 minutes from clicking on the password reset and you have checked your spam folder, contact OrderEase support via a support method listed on this page.

If your screen looks like the one below, you have logged into the OrderEase wholesale ordering software instead of the trade show. 

You will need to log out of this by clicking the top-right icon with a door and an arrow then copy/paste the show website URL into your web browser to access the trade show vs the wholesale ordering software.

You can find your show URL at the top of this resource page.

First, check your Junk/Spam folder for an email from OrderEase. 

If the email is not in your Junk/Spam folder, your company may have firewalls in place that may be blocking the OrderEase email from getting through. This email is not required you are able to enter the show access url located at the top of this help page into your Chrome browser and will be able to log in.

The email address you should use to log in will be the one provided to your teammate or the show operator to create an user for you in the system.  Once you enter the correct email address into the email address field, you will be prompted to change your password. Keep your new password for future use.

Check your Junk/Spam folder for an email from OrderEase.

If the email is not in your Junk/Spam folder, your company may have firewalls in place that may be blocking the OrderEase email from getting through. Please contact your IT administrator for assistance.

If you still are unable to find the email, contact OrderEase Support to create a new password for you.  Methods to contact support are listed in this page.

You most likely have cookies blocked within your browser settings.

To unblock cookies, you will need to go into your browser settings and allow 3rd party cookies.

Click on the crossed out eye in the address bar

Click on Site Not Working? in the popup

Click Allow Cookies

The page should reload with the tradeshow working.  You will know it worked if:
a) you can see the tradeshow and
b) the eye is no longer crossed out

This is a bit more of a technical issue related to your computer vs the trade show itself.  The first step to resolve this issue is to perform a targeted refresh, which is in the steps below:

Go into the trade show site and login,  then Press F12.

Click on the double chevron >> (or if it shows Application in the  menu just click on this)

Click on Application

Then Storage

Then on this page put a check in "including third-party cookies" and then click on clear site data. 

This is most likely because your 3rd party cookies are blocked.

To access the show, please follow these steps.

Click on the crossed out eye in the address bar

Click on Site Not Working? in the popup

Click Allow Cookies

The page should reload with the tradeshow working.  You will know it worked if:
a) you can see the tradeshow and
b) the eye is no longer crossed out

This occurs when your file size is too big.  Try compressing your image file size then upload it again.  

Here is a free online software you can use to easily make your image file size smaller.

imagecompressor.com

The scheduler/calendar feature and the times shown on the booth map are the times of the show in your time zone. The OrderEase platform is able to show you the time zone that matches where your IP address is registered. 

This occurs when your file size is too big.  Try compressing your image file size then upload it again.  

Here is a free online software you can use to easily make your image file size smaller.

imagecompressor.com

If there are multiple people in the meeting, it can cause the join button to get pushed out of view, especially with smaller screens and devices.

Zoom out in the browser, this usually brings the join button back into view.

On a PC, you can zoom out by holding Ctrl and the - key.

Or, you can click on the 3 dots at the top right hand side of your web page, a menu will appear and you will see the option to zoom in or out within the menu.

You cannot currently add someone to a scheduled meeting. 

You need to cancel the meeting and then recreate with all participants. 

Or, you can add people into the meeting once it is active.  They will not however have this timeframe scheduled in their calendar if executed in this way.

If you only scheduled a meeting with 1 other person and they cancelled, this meeting will no longer run. If there are more than 2 people, 1 person cancelling won't cancel the whole meeting.

If your time is not marked as 'Unavailable', you will automatically confirm 'Yes' for a meeting when someone schedules one with you. To avoid this happening and having to cancel on a meeting, make sure to set your availability once you have access to the platform and before the show starts!

The scheduler/calendar feature and the times shown on the booth map are the times of the show in your time zone. The OrderEase platform is able to show you the time zone that matches where your IP address is registered. 

You will need to ensure you have the correct microphone and/or camera activated for this page.  Follow these steps:

Click on the camera icon in your browser

Then click on Manage in the popup

Under the section “Block” click on the arrow beside our url that is listed under "blocked" and set the proper permissions

If you are having Microphone issues click on the back button beside Camera and then do the same process for your Microphone.

To receive notifications  on your cell phone:

1. In your profile, ensure your cell phone # has been added to the proper field.

2. Go to the Attendance page, at the top of the page you should see AVAILABILITY with ONLINE/drop down.  Click that and you'll see the option of Available with SMS. Click that option and you should be able to receive notifications. 

Please note: To respond to any messages either return to the platform message center or click the link within the notification provided.

The issue is due to the window sizing on your browsers.  To view all the previous messages when you are in the message center, simply press and hold "CTRL" and hit the "-" button.  This will shrink the viewing size.  Continue hitting the "-" key to shrink.  Hit the "+" key to enlarge.

The issue is due to the window sizing on your browsers.  Press and hold "CTRL" and hit the "-" (minus) or "+" (plus) buttons to change your viewing size.  This will populate the scroll bar and all trade show participants in the message centre.

This is likely because you've left a conversation open in the Messages tab. Go back to that tab and click the back arrow to go back to viewing all messages. Then, click back into all contacts and you'll be able to scroll. If that doesn't work, try the tip above to zoom out.

The Messaging Centre may be collapsed. Search for the words written vertically and click the arrow above. This will expand the window so you can see more.

This is potentially an issue with the platform, please email support to notify us of the issue you are having.  This puts you into our support queue to resolve the issue with our technology specialists.

Email:  tradeshow@orderease.com

A feature of the OrderEase trade show platform is the auto save function.

As you build your order within a catalog, we are continuously auto saving the order in the event anything should happen.  We don't want you to lose your hard work!

To recover your order in progress, you just need to go back to the exhibitor you were ordering from, select the catalog you were placing the order in and a pop up will appear asking you if you want to continue with an order you had started or if you would like to start a new order.

OR

You can click on the "Orders" button in the top menu of your show.  This will show you a list of submitted orders as well as saved / unsubmitted orders.  You can click on any of the unsubmitted orders to get you back in to complete the order.

"Supplier Open" order designation mean that the order created by the Exhibitor has been saved or auto-saved (ie. not submitted).  They can still be added to or edited.  Submitting an order finalizes or completes an order.

In the order section, find the order you wish to print.  Scroll to the far right of that row and click on the ellipsis (3 stacked dots).  Rollover the PRINT option and click.  Your order will print as a PDF.

As an attendee, you have access to 3 reports:

1. User Activity Report

2. Products Purchased Report

3, Order Details Report

All of these reports can be found in the top navigation. 

Click on a report to access it. To download, click on the button in the top right corner. This will download to your computer as a CSV file. We recommend that you save this file as an EXCEL after you first open it. 

If you're not seeing 'Enter Tradeshow' this is because you are running an older version of the app. Fear not, you don't have to redownload anything, just try ensuring you logout, then fully shut down/close the app and reopen it a few times. Then, try logging back in. 

When you logout, it will take you to the website browser. To get back into the mobile app, close the window you're in and reopen your app. As an exhibitor you don't have to log out once you're logged in with the Offline mode enabled. Go to the Attendance page to set your status.

The reporting window is too large for a mobile phone, you will need to review your order detail and product detail reports on your laptop, tablet, or desktop. 

Some reports are available for download from the attendance page: booth visits, chat history, meeting history - located when you click on 'Download' under 'Booth Visitors'.

You can view this year and last years' orders on the Orders window. They just won't be exportable all together, but you can download them individually here. 

The support page is available when you click on the (?) icon in the top right corner of your mobile devices' screen. This takes you to the Attendee HelpDesk/support page, then you can access the Exhibitor HelpDesk through the link at the top in red font.