Most issues encountered on Beekast are easy to explain or fix. Here's a list of frequently reported issues and how to resolve them.
"An error occurred" appears when I try to log in.
This means your password is incorrect. Try typing it again.
If it still doesn't work, change your password using the password reset guide.
I can't log in: my email is not recognized.
Check that you haven't made a typo when entering your email.
Check that there's no space before or after your email.
I try to change my password, but I'm told my email doesn't exist.
This means you created your account using a social network (Google, corporate SSO...), so you don't have a password associated with your account.
You need to log in to your Beekast account using the social network you used to create it.
An "authentication error" appears.
Try logging in again via the link provided on the page.
If that doesn't work, clear your browser's cookies and cache.
Close the Beekast tab and reopen it before trying to log in again. Make sure you accept at least the necessary cookies: they're essential for Beekast to work properly.
One of my sessions has disappeared.
Beekast sessions never expire and belong to you: we never delete them, so a manual action was taken by you or a collaborator.
Use the search bar at the top left of your "Homepage" home page to find it: you can search by session code or title.
If you have collaborators, check with them that no one renamed the session without telling you.
If you use several Beekast accounts or a computer shared by several people, check that you're logged into the right account. To check your account address, click the circle at the bottom left with your initials or photo, then "My account," then "Username and Password."
All my sessions have disappeared!
If you use several Beekast accounts or a computer shared by several people, check that you're logged into the right account. To check your account address, click the circle at the bottom left with your initials or photo, then "My account," then "Username and Password."
This can happen when we're rolling out a Beekast update. Wait a few minutes, then refresh your page: your interface just needs time to reload all your data.
I've added a collaborator to my session, but they only appear as a participant when they join it.
Check in Configure > Collaborators to make sure you haven't made a typo entering their email.
Check with your collaborator that they have a Beekast account with a subscription: this is required to be a collaborator.
Check with your collaborator that they're logged into their account. If not, have them log in before joining the session.
If everything checks out and they still aren't a collaborator, go to Configure > Collaborators. Remove their email and reassign them the collaborator role, then refresh the page.
My session or activity isn't displaying or is very slow.
Check that your internet connection is stable and sufficient. You can use a tool like https://www.speedtest.net/ for this (we recommend 20 Mbps for 100 participants).
Refresh your page and wait a few seconds.
If you're in the middle of an activity response phase, stop doing anything and wait for your participants to finish their actions: Beekast is very resource-intensive, and if many people respond to your activities at the same time, this can slow down the display.
I embedded my Beekast session as an iFrame using the embed code, but it doesn't display.
Check that no firewall is blocking the embed or access to a page in an iFrame.
Check that the page where you're embedding Beekast has a cookie consent policy and that cookies are accepted: they're essential for Beekast to work.
Check that the site or application where you're embedding Beekast uses a browser supported by Beekast.
Most of these cases are difficult to verify on your own: contact the IT department or support team of the page or application where you want to embed Beekast.
The Word Cloud doesn't display on my computer; I see a drawing instead.
This means your zoom level is too high and you're now in "mobile" view: this view is designed for small screens (mobile, tablets...).
Reduce your browser's zoom level until you get back to the standard display.
I'm limited to 3 participants. Why?
This means you're on a free account: the number of participants allowed at the same time in a session depends on your subscription.
If you took out a custom quote subscription through our sales team, contact your Beekast account manager within your company to check that your subscription has been renewed. If there's any issue, your account manager can escalate it to their direct contact at Beekast.
I get an error when uploading my PDF/PPT.
Check that you're not exceeding the upload size allowed by your subscription: the limit is shown under the file selection button when uploading.
Check that there are no special characters in the file name (@, #, $...) and that the font is compatible with Beekast.
Try opening the file on your computer: if it's corrupted on your computer, it won't work on Beekast.
Try re-exporting your file as a PDF under a new name.
If no error appears but the slides still don't show up, wait a few minutes and refresh: this may be a minor syncing issue.
I can't find the answer to my question!
Log in to your Beekast account to access your chat.
Click on the orange lifebuoy at the bottom right. Then click "Live chat" to reach the Support team.
When I log in to Beekast, I get a blank page and can't do anything.
This can happen if you haven't cleared your browser's cache and cookies.
Clear your browser's cache and cookies, refresh your Beekast page, then log back in to your account.