How can we help?

• Email: info@bilberre.com, for questions about your account, your Console, plans, your data or security.
• Guests of an event: the organiser of the event knows your registration best, so contact them first. If you cannot reach them, write to us and we will pass your message on.
• Staff using the Bilberre Events app: your organisation’s own support contact may be shown on the app’s sign-in screen. Your Console’s administrator can also add you, change your role or reset your access.

• Create a Console at bilberre.com/signup/ with your email or with “Continue with Google”. With email, we send you a confirmation link that works once and expires after 30 minutes; your Console opens at its own address when you confirm.
• No email? Check your spam or junk folder for a message from noreply@bilberre.com, then ask for a new link. A link that has expired or been used cannot be opened again.
• Log in at bilberre.com/login/ to be taken to your Console. Each account has one Console; to use another account, log out first.
• Forgotten your password? Use “Forgot password?” on your Console’s sign-in page, or in the app. If the email belongs to a staff account, we email a reset link.
• For security, sign-in sessions end after at most 12 hours. Signing in again is expected.
• Team members do not sign up themselves: the Console’s administrator invites them and chooses their role.

• Workspace name: enter only the first part of your organisation’s address. For acme.bilberre.com, enter acme. It is in your invitation email.
• “There is no workspace called …”: check the spelling with your administrator or in your invitation email.
• “Could not reach your workspace”: check your internet connection and try again.
• Sign in with the staff email and password your organisation set up for you. The app has no public sign-up.
• Scanning tickets needs the camera. If you declined it, allow it in iPhone Settings → Bilberre Events → Camera.
• To use another organisation’s workspace, open More → Switch workspace. You are signed out, and everything the app kept for the old workspace is removed from the phone.

• Each event opens at its own address under bilberre.com the moment you create it, in English and Arabic.
• Guest lists import from Excel (XLSX, XLS) or CSV. You see what is in the file and choose the sheets and columns before anything is imported.
• Roles: admins, event managers, door staff and stage staff each see only the events they work on. An administrator assigns them.
• Changes in Studio stay a draft until you publish them.
• At the door, a ticket is admitted once. Scanning it again shows when and where it was first scanned.

• The Free plan is permanent: your own Console and your first event, with no card.
• To move to a paid plan, choose Upgrade in Settings › Plan and usage in your Console. Bilberre confirms the change by email. Your events, guests and team stay exactly as they are.
• The plans and their limits are listed at bilberre.com/#pricing. For anything about your plan, write to info@bilberre.com.

• A Console owner can download all of the Console’s records from Settings › Privacy and data. Passwords and sign-in secrets are left out, and uploaded files are not included.
• An event’s attendance can be exported as a CSV file from its reports.
• A Console owner can delete the Console from Settings › Privacy and data, confirming with the Console’s address and a code we email to them. Deletion cannot be undone.
• Guests: to see, correct or remove your information, contact the event’s organiser. You can also write to info@bilberre.com.

How we handle personal information is described in our Privacy Policy at bilberre.com/privacy/.

• Security problems: email info@bilberre.com with “Security” in the subject. Describe what you found, where, and how to reproduce it. Include only the personal information needed to show the problem.
• Please test only against your own Console and accounts, and do not access, change or delete other people’s information.
• An event page that looks like misuse (for example phishing or impersonation): use “Report this page” at the bottom of that page where it is shown, or email info@bilberre.com with the page’s address.
• If you think your account has been used by someone else, change your password and tell your Console’s administrator and us.

• A page does not load: check the address, including the Console or event name, then reload. Console and event addresses always end in .bilberre.com.
• Guests are not receiving emails: ask them to check spam or junk, and check the guest’s email address in the guest list. If your Console sends from its own email account, check that the connection is still active.
• A ticket will not scan: turn up the guest’s screen brightness and show the code full screen, or find the guest by name and check them in by hand.
• English or Arabic: use the language switch at the top of the page, or in the app’s settings.
• Still stuck? Email info@bilberre.com with your Console address, what you tried, and a screenshot if you can.