Zoom meeting registration and common issues

Users may encounter various challenges when setting up or completing Zoom meeting registration, including:

• Registration page fails to proceed to the confirmation page or remains unresponsive after registering
• Participants are unable to register or join meetings with registration enabled
• Registration links do not work properly or display error messages
• Registration options cannot be found or enabled when scheduling meetings
• Registration data is being lost when modifying meeting settings
• Custom registration questions are not saving or appearing on forms
• Problems accessing, exporting, or retaining registration data
• Confirmation emails are not being sent or received after successful registration

These issues can occur due to one or more of the following:

Configuration and setup:

• Registration must be configured through the Zoom web portal, not the desktop app
• Using Personal Meeting ID (PMI) or No Fixed Time recurring meetings
• Registration data being deleted when converting meeting types

Account and access restrictions

• Authentication settings restrict users without Zoom accounts
• Registration limits or licensing restrictions

Browser and link issues

• Browser-related issues (cache, cookies, or incompatible browsers)
• Incorrect or expired registration links

Email delivery

• Email addresses being on a bounce list

Platform compatibility

• A Zoom for Gov (ZfG) user attempting to register for a commercial Zoom meeting (cross-cluster incompatibility)

Ensure to schedule meeting registrations through the Zoom web portal

As the host of the meeting:

• Verify your account has the appropriate licensing for registration functionality.
• Check that registration limits haven't been reached.
• Confirm the meeting isn't using Personal Meeting ID (PMI) or No Fixed Time recurring settings.
• Make sure to schedule a meeting with registration through the Zoom web portal and not through the Zoom desktop app, as follows:

1. Sign in to the Zoom web portal.
2. In the navigation menu, on the left, click Meetings.
3. Click Schedule a Meeting or edit an existing meeting.
4. In the Registration section, select the Required checkbox.
5. Click Save.
   Additional Registration, Email Settings, and Branding tabs will appear for further customization.

Allow participants without a Zoom account to register to attend the meeting

As the host, make sure you can invite participants without a Zoom account to register to your meeting:

1. Edit the meeting in the Zoom web portal.
2. In the Security section, uncheck Require authentication to join.
   Note: If joining the meeting requires authentication, the registrants must register with an email address associated with an active Zoom account.
3. Click Save.
   This will allow participants without Zoom accounts to register while maintaining registration tracking.

Ensure that specific registration questions to identify your participants are saved

As the host, make sure your custom registration questions are saved or appear on the form.

1. Sign in to the Zoom web portal.
2. In the navigation menu, on the left, click Meetings.
3. Click on the meeting title.
4. Click the Registration tab.
5. On the far right of Registration Options, click Edit.
6. Click the Questions tab.
7. Verify your custom questions are added; if not, click + Add Question to add a question.
   • In the text box, enter the question.
   • Choose the type of question: Short Text or Single Choice.
   • (Optional) Select the Required checkbox to require participants to answer the custom question.
   • For single-choice questions, enter the answer options.
   • (Optional) Repeat steps 1-5 to create more custom questions.
8. Click Save to save your customized registration.
9. (Optional) Click the pencil icon to edit the custom question.
10. (Optional) Click the trash icon to delete the custom question.
11. Click Save All to apply changes.

Ensure to export participant data and registration list

As the host, make sure to export the list of registered participants in case of system behavior that may delete registration data when converting between meeting types:

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Meetings.
3. Click on the meeting topic.
4. Click the Registration tab.
5. In the Manage Registrants section, on the far right, click View to view the list.
   To generate detailed registration reports, navigate to Analytics & Reports, then Meetings & Webinars, then Meeting and Webinar Registration to generate the report and export the list.

Resend the meeting registration confirmation email

As the host, if registrants don't receive confirmation emails, you can manually resend the meeting registration confirmation email:

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Meetings and click the meeting topic.
3. Click the Registration tab.
4. In Manage Registrants, click View.
5. Select the registrants who need emails resent.
6. Click Resend Confirmation Email.

Recover from registration data loss

As the host, when converting a single meeting to a recurring meeting or making significant changes to the meeting configuration, all existing registrations are permanently deleted. To prevent data loss:

• Export the registration list before making changes.
• Create a new meeting instead of modifying existing ones with registrants.
• Notify existing registrants that they must register again.

Ensure registration link problems are resolved

As registrants, if registration links redirect to meeting passcode pages or display error messages, do the following:

• Access the registration link in an incognito or private browsing window.
• Clear your browser cache and cookies.
• Contact the meeting host to resend the registration link.
• If you are a Zoom for Gov (ZfG) user trying to register for a meeting hosted by a user on a commercial Zoom account, create a separate commercial Zoom account to complete registration and authentication.

Additional troubleshooting for registrants

As a registrant, if your registration page fails to load the confirmation page, becomes unresponsive, you're not receiving confirmation emails, or you experience persistent issues:

• Try using a different web browser or clearing your cache if you're having trouble with registration.
• Restart your device, check for updates to your web browser, then try to register again.
• Alternatively, try registering from a different device to see if the problem is isolated to your device.
• If not receiving the confirmation email, whitelist the listed IP addresses for your account.