If you are having technical issues with the Hopin platform, please try these troubleshooting tips:

• Internet speed: We recommend a minimum of 5mbps download and 2mbps upload. Ideally, we like to see 30mbps download and 10mbps upload or higher for the best quality. Test your internet speed here.

• Browser: Make sure you are using Chrome or Firefox and that it is fully up to date. Safari and IE are not fully supported as they lack the support needed for live video events. 

• Buffering: If there is constant buffering, make sure that your browser is up to date. If it is, flip to compatibility mode. This is an indication that the internet speed is insufficient. If still buffering after going to compatibility mode, switch browsers and go into compatibility mode in that one. 

• Tabs: Make sure you only have one Hopin tab open. If there is more than one, there will be feedback or sound looping. 

• Device: We recommend participating on a computer. If you cannot and must use mobile, please use Chrome or Firefox. Please note that Hopin does not work on Safari. Parts of the event may be cut off when you are using a phone, depending on your hardware and operating system.  

If you cannot connect your audio and/or video, make sure you've completed the following:

• Refresh your web browser

• Check your browser permissions:

1. Click on the padlock icon next to the URL field and make sure Camera and Microphone are set to Allow for app.hopin.to web page.

If you are on a work network or any network behind a firewall:

If you are still experiencing technical issues after trying these tips, please email the Hopin team at [email protected] or [email protected]. For other questions, please email GreenBiz support at [email protected].

Will sessions be recorded?

How do I log in if I cannot remember my password?

1. Go to the Hopin Sign in page. 

2. Once there, click on the Forgot your password? link at the bottom right. 

3. Be sure to enter the same email address you registered your Hopin account with or the event organizer sent you an invite to, then press the Send instructions button.

4. Hopin will then send instructions on how to change your password to the email entered above. Find the email in your inbox (make sure to check your spam/junk folder in case you can't find it) and open it. The email looks like below, click on the Change my password link.  

5. You will then be redirected to the Reset your Password page, enter a new password, and confirm it, then click the Reset Password button. 

That’s it! You have now reset your password! You should be able to sign in to Hopin again.

How do I make a Hopin profile?

When you first create a Hopin account, you'll be prompted to fill out your profile information. This account needs to be filled out to join an event.

If you can't finish this process, or run into any errors, close the browser, reopen the browser, and return to https://hopin.to.

1. Click "My Account."
2. And go to "Profile" on the lefthand menu.

You can complete your profile information here and can join an event thereafter.

Which browsers work best?

The latest versions of Chrome or Firefox guarantee the best experience. Please avoid any Brave, Safari, and Microsoft IE or Edge since these browsers lack the modern web technologies support necessary for online events to run in a web browser. The common issues Hopin receives from its users are related to an outdated web browser and operating system. Please note that Hopin recommends only the latest version of Chrome and Firefox. For the operating system, Windows 10 updated to the latest available version (for PC) and OS X Catalina or Mojave updated to the latest available version (for Mac). Safari and IE lack the support needed for live video events.

Note: Sometimes, third-party extensions can affect the experience of blocking some of the Hopin interface elements. That’s why we also recommend opening the event in Incognito mode (command+Shift+N on macOS or Ctrl+Shift+N on Windows) on Chrome or Private tab (command+Shift+P for macOS or Ctrl+Shift+P for Windows) on Firefox. 

Why am I getting a 500 error or a 404 error?

Whenever you run into a 500 error or 404 error, please try the following troubleshoots:

Check the browser and make sure it is updated

Currently, using the latest versions of Google Chrome or Mozilla Firefox on your laptop or computer guarantees the best experience.

Note: Sometimes, third-party extensions can affect the experience by blocking some of the Hopin interface elements. That’s why we also recommend opening the event in Incognito mode (command+Shift+N on macOS or Ctrl+Shift+N on Windows) on Chrome or Private tab (command+Shift+P for macOS or Ctrl+Shift+P for Windows) on Firefox.

Refresh your web browser

Hold Shift key when pressing the command+R (macOS) or Ctrl+R (Windows) combinations

Restart your web browser.

Sometimes browser settings require a browser restart for changes to take effect.