Recover registrations the event platform refused
Updated September 23, 2026
Find the people your event platform turned away, fix the cause, and enroll them without asking them to register again.
What it’s for
Sometimes the event platform refuses a registration for a reason the visitor cannot fix: a disconnected account, a spent contact allowance, an outage, a form that no longer matches the event. Venue keeps those registrations instead of losing them, tells the visitor their registration is in hand, and lists them in a Failed view of the Registrants tab.
Those rows retry on their own, waiting longer between each attempt. Your job is to fix the cause; the Failed view shows you who is waiting and lets you push them through the moment it is fixed.
Open the page’s “Registrants” tab. The “Failed” view appears beside the other views as soon as someone is stuck, with a red count.
Read each row: the email, the “Why” column with the platform’s reason (and how many attempts so far), then the answers the person gave.
Fix the cause on your side: reconnect the platform in Settings → Integrations, raise its contact allowance, or adjust the event’s registration form, depending on what the row says.
Then click “Retry all” to push every row again, including the ones that stopped retrying on their own. “Retry” on a row pushes that one person.
“Discard” gives up on a row: that person is not registered, and the row leaves the Failed view.
Good to know
- A row tagged “Paid” was charged before the platform refused it. Retrying enrolls someone who already paid; discarding means you owe them a refund, in your Stripe dashboard.
- A row tagged “Approved” is someone you had already approved, on a page that requires approval: the platform refused them at that moment.
- A promotion from the waiting list that the platform refuses lands here too.
- Automatic retries stop after five attempts. The row then loses its own Retry, and a line above the table says so: “Retry all” starts it over.
- Someone who registers again themselves in the meantime closes their row, so nobody is enrolled twice.
- Nothing is kept while registrant retention is set to “Don’t store on Venue”: the visitor gets the platform’s error instead.
- The notification center reports the same failures, naming the platform, and points you to this view. See “Track issues in the notification center”.
Related articles
- Create a page from an eventStart from a Livestorm, Zoom or Microsoft Teams event: Venue pulls its details to pre-fill the page.
- Create a Livestorm event from VenueThe event your page promotes does not exist yet? Describe it on the Event step and Venue creates it in Livestorm.
- Publish your pageTake the page live at its public, crawlable and indexable address.
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