Intellitix Guest Account: Frequently Asked Questions

Intellitix Guest Account: Frequently Asked Questions

In this article, we will review the following topics, which are related to some of guests’ most frequently asked questions:

• Unable to Login (Forgot Password)
• Not Receiving Emails (Verification or Password Reset Email)
• Unable to Check the Terms & Conditions Box for Account Creation
• Credit Card or Debit Card Expiry Date is Showing as Expired
• Unable to Attach a Payment Method
• Unable to Add Two or More Wristbands to One Intellitix Guest Account
• Need to Add Multiple Wristbands Using the Same Email Address
• If You Already Used Your Wristband for Purchases Before Adding it to Your Intellitix Guest Account
• Refunds for Onsite Purchases
• Refunds for Leftover Funds (“Wallet Balance”)

Unable to Login (Forgot Password)

Do you think you’ve forgotten your login password for your Intellitix Guest Account? Password loss is never fun, but we’ll get you through this! Resetting your password is quick and secure so that you can get right back to what you were doing with peace of mind.

Perform the following steps to reset your password.

1. Click or tap the Forgot password? option on the login screen. The Forgot your password? screen displays.
2. Enter the email address associated with your Intellitix Guest Account in the Email address and Confirm email address fields.

3. Click or tap the Send reset link button. You will receive an email with a password reset link at the email address that you entered.

   NOTE: If you cannot find the password reset email in your inbox, we recommend that you double-check your spam/junk folder.

4. Click or tap the Reset Password link in your password reset email. A Reset Your Password screen displays.
5. Enter the new password you would like to use in the New Password and Confirm Password fields.
6. Click or tap the Reset Password button at the bottom of the password reset form. A success message displays, and then the login screen displays. You are now ready to log in with your email and new password!

Not Receiving Emails (Verification or Password Reset Email)

If you’re not receiving verification and/or password reset emails, please try the following fixes.

• Double-check your spam folder
• Add [e-mail] to your accepted email list, then click or tap the Forgot your password? option. The system will then send you an email with a password reset link, which also acts as email verification if you have not yet verified your email. Make sure to click the link in the email to complete the password reset and/or verification process.
• Try switching to a desktop browser if you have been experiencing this issue on a mobile device

If none of the above fixes help you to start receiving our system emails for verification and/or password reset, we recommend the following options.

• Option 1: Create a new Intellitix Account with a different email address. We’ve found that Gmail tends to work well for receiving Intellitix system emails. 

• Option 2: Try using one of the other accepted payment methods at the event instead.

  NOTE: Please check your event’s FAQ page for details on available methods of payment.

Unable to Check the Terms & Conditions Box for Account Creation

If you're using a mobile device, try adjusting your view by zooming out from your phone settings. We've noticed that being too zoomed-in can prevent you from checking the terms and conditions box.

Here are some additional troubleshooting options.

• Close your browser completely and reopen a new one to create your Intellitix Account.
• Try using an incognito web browser to create the account.
• Try creating the account on a different device, such as a different desktop computer or mobile device. If you are experiencing trouble with creating your account in your event’s app on your mobile device, you can try using your device’s internet browser by visiting account.intellitix.com.

Credit Card or Debit Card Expiry Date is Showing as Expired

Double-check that you have entered the correct expiry date format (mm/dd). For example, if the expiry month is December 2031, you need to enter 12/31.

Unable to Attach a Payment Method 

When you attach your credit card or non-Interac debit card to your Intellitix Guest Account, a brief verification check is conducted to ensure the card's validity. This results in about a $1 charge that will be refunded to you immediately. Occasionally, banks may interpret this charge as suspicious, leading them to block your card from being attached. If this happens, please contact your bank to let them know that the charge is valid so that it can go through, then try saving the card again.

NOTE: Credit and debit cards are supported. Prepaid credit/debit cards (like VISA gift cards) and Interac debit cards are not able to be used as a saved payment method.

Unable to Add Two or More Wristbands to One Intellitix Guest Account

You can only attach one wristband to an Intellitix Guest Account, per event. If you have wristbands for event guests other than yourself, it is recommended to provide each guest with their own wristband(s) and to encourage them to make their own Intellitix Guest Account(s) and attach their own wristband(s) to them. You can check which wristband is attached to an account for the applicable event on any event-specific screens while logged into the account.

If you want multiple wristbands to make purchases from the same credit card, it is fine to add the same credit card to each wristband’s account.

Need to Add Multiple Wristbands Using the Same Email Address

Some situations, such as a child without their own email address or a married couple who share an email address, may require adding multiple wristbands using the same email address. If you share an email address with other people that have wristbands and you'd like to create separate accounts using one email address, this is possible. Perform the following steps to create alias emails for your email address.

1. Create the first Intellitix Guest Account using the applicable email address. Make sure to complete all necessary account creation steps as outlined in this article.
2. Open a new incognito or private browser window to create the second account. This prevents any interference with the first account you just created.

3. Navigate to account.intellitix.com/sign-up in the incognito or private browser window that you have opened.

   NOTE: This method will work with many email providers, but not all.

4. Enter the email address again. This time, add an alias using a plus sign (+) followed by a word or number before the @ symbol. For example, if your email is [e-mail], you could enter [e-mail] or [e-mail] instead. This approach creates the impression of a new email address for the cashless account while still directing verifications to your original email.
5. Proceed with the account creation, wristband addition, and payment method setup as you did for the first account.
6. Repeat steps 2 through 5 for each additional account that you need on the same email address. Use a different alias for each account.

If You Already Used Your Wristband for Purchases Before Adding it to Your Intellitix Guest Account

Even If you have already used your wristband at the event for transactions (purchases and/or Top-ups), you can still attach the wristband to your Intellitix Guest Account. You will still be able to review transaction data and request emailed receipts for any transactions that are related to the wristband, as well as any refunds that are related to those transactions. This includes transactions and refunds that were made prior to you attaching the wristband to your account.

Refunds for Onsite Purchases

For refunds on purchases made at an event, the refund process depends on the timing of your request.

To request refunds during the event, you should speak with the vendor where the purchase was made. If the vendor considers the refund valid, the vendor will submit it to Intellitix for processing.

To request refunds after the event has ended, you can submit a Guest Support Center request directly to Intellitix. You can click or tap this link to access the request form.

For more information about refunds for onsite purchases, including the full procedure for submitting a Guest Support Center request, check out this help article.

Refunds for Leftover Funds (“Wallet Balance”)

Your event-specific Wallet Balance amount displays near the top-left of screens for your event in your Intellitix Guest Account. This balance represents the total remaining funds that were added to your wallet for the applicable event by guest-initiated Top-ups and/or Top-ups gifted by the event. The portion of your wallet balance that represents funding from guest-initiated Top-ups may be eligible for a refund depending on the specific event’s refund policy. If your event allows wallet balances, you can submit eligible requests directly from the event’s Refund Request screen in your Intellitix Guest Account.

To confirm if your event allows refunds for wallet balances, visit your event’s FAQ page.

For more information about refunds for wallet balances, including refund eligibility/limitations and the full procedure for submitting a balance refund, check out this help article.