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Participant Can't Access Their Signal Session

Troubleshoot access issues for participants who can't start or continue their session

Signal Sessions run in a web browser — participants don't need to download anything. When access issues occur, they almost always fall into one of the categories below.

Check 1: Is the Campaign Still Active?

Invitation links work only while the campaign is Active and within its window. If the campaign has ended or was cancelled, the participant sees a "Link Expired" message. If the campaign ended before they could finish, contact Savo support with the campaign ID to discuss options.

Check 2: Browser Compatibility

Signal Sessions run in current versions of Chrome, Safari, Firefox, and Edge. If a participant is on an outdated or unsupported browser, they'll see a compatibility message asking them to update or switch browsers. Ask them to use a recent version of one of the supported browsers.

Check 3: Microphone Permissions (Voice Sessions)

Voice-based Signal Sessions need microphone access in the browser. The most common issue is the microphone permission being dismissed or blocked.

When a participant opens their session for the first time, the browser shows a permission prompt. If they choose Block instead of Allow, the session can't proceed with voice. To fix it:

  1. Click the lock (or camera/site-settings) icon in the browser's address bar.
  2. Set the microphone permission to Allow.
  3. Refresh the page.

If the permission is already set to Allow but they still can't be heard, check that the correct microphone is selected on the session's setup screen.

Check 4: Network and Connection

Signal Sessions need a stable internet connection. Ask the participant to:

  1. Confirm their connection works (open another website).
  2. Refresh the session page if the connection dropped.
  3. Try a different network (for example, switch between Wi-Fi and mobile data) if problems persist.

Corporate firewalls or VPNs sometimes interfere with real-time voice. If a participant has consistent trouble only on a corporate network, ask your IT team to allow access to Savo's domains.

Check 5: Session Already Completed

If the participant's session is already finished, they'll see an "Already Completed" screen rather than an error. If that's unexpected — for example, they hit a technical problem mid-session and need to redo it — use Reset & resend from the participant list to give them a fresh session link.

Note: Reset & resend voids the old link and starts the participant over. Their earlier session won't be included in the campaign's report. (A record is retained in the account's audit log.)

Check 6: Connection Dropped Mid-Session

If a participant loses connection during a session, the page shows a "Reconnecting…" state and tries to reconnect automatically. Ask them to stay on the page. If it can't reconnect, their progress is saved — refreshing the page lets them resume.

When to Reset vs. When to Copy the Link

From the participant list, you have two options for someone who needs to get back into their session:

  • Copy link — copies the participant's existing, unique session link so you can send it directly. Use this when the original invitation was lost or went to spam.
  • Reset & resend — voids the old link and issues a fresh one, starting the participant over. Use this when they hit a technical problem or the original link is confirmed invalid.

Still Stuck?

If none of these steps resolve it, contact Savo support with the participant's email address, the campaign ID, the browser and operating system they're using, and a description (or screenshot) of the error they see.