Guest Portal

Overview

The guest portal is a web page that guests visit to submit and track their concierge requests. It is separate from Evencia's staff interface and designed to be simple and easy to use on any device.

Each event has its own unique portal link. You can share this link with guests by email, WhatsApp, or by printing the QR code. The portal is branded with your event's colors and banner image.

What guests can do on the portal

Once a guest is verified, they can:

• Submit new requests with a subject, description, category, priority, and preferred date or time.
• Attach files to a request (up to 3 files).
• View the current status of all their requests.
• Read replies from your team and write their own replies.
• Cancel a request they no longer need (only while it is still New).
• Leave a star rating and comment when a request is marked as Done.

How guests access the portal

Step 1 — Open the portal link

The guest opens the portal URL or scans the QR code. The link looks like a standard web address and works on any browser.

Step 2 — Verify identity

Guests verify themselves using the email address or phone number they registered with for the event.

1. The guest selects Email or Phone (SMS).
2. They enter their email address or phone number.
3. Evencia checks the guest list. If the guest is found, a 6-digit code is sent to them.
4. The guest enters the code on the next screen. The code expires in 5 minutes.

If no code arrives, the guest can select Resend code. If they used the wrong address or number, they can go back and try again.

A code is only sent if the email address or phone number matches someone on the event's guest list. If a guest says they did not receive a code, confirm that their contact details are correct in Guests.

Step 3 — Choose a notification method (WhatsApp events only)

If WhatsApp notifications are enabled for the event, guests are asked how they would like to receive updates:

• WhatsApp — updates are sent to their registered phone number.
• Portal only — no WhatsApp messages. The guest checks the portal for updates.

This step only appears if WhatsApp is configured for concierge notifications.

Step 4 — Use the portal

The guest lands on their personal portal home page, which shows:

• A welcome message from your team (if configured).
• A New request section where they can submit a request.
• A My requests list showing all their past and current requests.

Submitting a request

From the portal home page:

1. Select Create to open the request form.
2. Choose a Category (optional).
3. Choose a Priority (Low, Normal, High, or Urgent).
4. Enter a Subject — a short title for the request.
5. Enter a Description — details about what the guest needs.
6. Optionally set a Desired date / time.
7. Optionally attach up to 3 files.
8. Select Submit request.

The request appears immediately in the My requests list and in your team's Concierge dashboard.

Tracking a request

Guests can select any request from the My requests list to open its detail page. Here they can see:

• The current status and priority.
• The full conversation thread with your team.
• Any files attached to the request or to messages.
• A tracking section showing the history of actions taken on the request.

The page refreshes automatically every 8 seconds so guests see the latest updates without needing to reload.

Leaving feedback

When a request is marked as Done, the guest sees a feedback section on the request detail page. They can:

1. Select a star rating from 1 to 5.
2. Optionally write a comment.
3. Select Send feedback.

Feedback is visible to your team in the request details and is included in the statistics shown on the Requests page.

When the portal is closed

If the portal is deactivated by your team, guests who visit the link will see a message saying the portal is currently unavailable. They are advised to contact the event team directly.

Common problems for guests

I did not receive a verification code

Check that the email or phone number matches exactly what is saved in the event guest list. Codes are only sent to registered guests. Contact the event team if you are sure your details are correct.

My request does not appear in the list

Wait a few seconds and reload the page. If the request still does not appear, try submitting it again.

I cannot cancel my request

Requests can only be cancelled while they are in New status. If your request is already In Progress, contact the event team directly.

I cannot submit a request

Make sure all required fields are filled in: subject and description are always required. If the form shows an error message, follow the instructions shown.