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FAQ

The kiosk portal / QR code shows "Event not found"​

The consent portal is only reachable for events with status "Active". Newly created events start as a draft and must be activated first. Check the status on the event's detail page and activate it. To preview a draft beforehand, use the portal preview instead.

The portal shows "Deadline expired" even though my event is active​

Every event has its own consent deadline. Once it passes, the portal blocks new consents — regardless of the event's status. Adjust the deadline on the event's detail page if you need more time.

I can't create a new event or activate my event​

Events can only be created, duplicated, or activated once your organizer legal details are complete (address, contact email, etc.). Fill them in under Privacy Settings — the required-field status at the top of that page shows what's still missing.

Can I reactivate an archived event?​

No. Archiving an event is final and can't be undone — an archived event can't be activated again. Use duplicate instead to start a new event with the same settings.

Guests aren't receiving the confirmation email​

  1. Ask the guest to check their spam/promotions folder.
  2. Check under Custom SMTP Server whether a custom SMTP configuration is set up but not verified — the system delivery fallback kicks in automatically in that case, which can indicate a configuration issue.
  3. Use "Test connection" to send yourself a test email and check the currently active delivery path.
  4. Check the delivery status in the detail view of the relevant consent under Manage Consents.

I forgot my password​

Use the "Forgot password?" link on the login page to reset it via email — see Getting Started.

I no longer have access to my 2FA authenticator app​

There's currently no self-service recovery via backup codes. In this case, contact support@mediaconsent.io so two-factor authentication can be reset for your account.

What happens to my events if I switch from Pro to Free?​

Existing events and consents remain fully intact, even if you're above the Free limit of 5 events. You just can't create additional events until you're back under the limit or upgrade to Pro again — see Plan & Billing. You handle the switch itself (canceling, reactivating, ending a trial) entirely yourself under Settings → Plan, no support contact needed.

Individual entries normally aren't deleted manually — they're automatically anonymized once the configured retention period expires (see Manage Consents and Privacy Settings). A guest can withdraw their own consent at any time via their personal revocation link. If a guest wants an earlier deletion, they can request one via the self-service page — you then actively decide on the request under Deletion Requests.

What languages is mediaConsent available in?​

The admin area, kiosk portal, gallery shares, and the guest revocation page are all available in German and English. You can set your preferred language for the admin area under Profile & Security — guests and invited people pick their language directly via a language switcher on the respective page.

How do I contact support?​

Reach out anytime at support@mediaconsent.io. Under About mediaConsent you'll find your tenant ID — include it in support requests so we can find your account quickly. That page also shows the current version number and changelog.