Troubleshooting and FAQ

For authors

Why can't I see my score, even though I submitted and the reviewer reviewed?

Your score and reviewer comments appear only when both of these are true:

1. The organizer has published results. Until then you won't see a green "Results are now visible" card on My Submissions.
2. Your abstract was accepted.

If your abstract was rejected or waitlisted, the score and comments are never shown. See Results and score visibility.

Why does my abstract still say Under Review? Was it decided?

It may have been. Authors see Under Review for any abstract that has been reviewed, including ones that are already accepted, rejected or waitlisted, until the organizer publishes results.

Why does my abstract still say Submitted when the review deadline has passed?

Submitted means no reviewer has submitted a review yet. It changes to Under Review when the first review arrives.

Why can't I submit or edit?

Check these in order:

What you see	Reason	What to do
Submissions Not Yet Open / "Submissions are not yet open."	The submission period hasn't started.	Wait for the start date. On the opening day itself, the form may appear before the exact opening time, but saving fails until then.
Submission Closed / "The submission deadline has passed."	The end date has passed.	Contact the organizer.
Submission Not Enabled / "Submission access is currently disabled."	The organizer turned submissions off.	Contact the organizer.
Results Published / "Submissions are closed because results have been published."	Results are out. No new abstracts or edits are accepted.	Nothing to do.
A lock icon / "This submission cannot be edited right now."	Your abstract is already Under Review or decided.	You can't edit it any more.
"Abstract reviewers cannot submit abstracts in the same event."	You're a reviewer for this event.	Ask the organizer if this is a mistake.

Why can't I change the topic or presentation type?

Both are fixed once your draft is created. Start a new abstract with the right ones instead.

Why is the Submit New Abstract button missing?

It only appears while submissions are open, the organizer has them turned on, and results haven't been published.

Why can't I upload my poster?

Upload Poster appears only for accepted abstracts, after results are published, while the submission period is still open. If the period has ended, ask the organizer to extend it. The first upload needs both a thumbnail and a PDF.

I got the "Abstract Received" email twice.

You get one each time you submit, including when you edit and submit again.

I can't register: "You are already registered as an event attendee for this event."

You're already an attendee. Sign in with your existing event login instead.

I was accepted and now see "Payment required".

On paid events, accepted authors who weren't registered yet are registered in the presenter package with a payment to complete. Click Pay now.

How do I withdraw my abstract?

You can't withdraw it in the portal. Contact the organizer.

For reviewers

Why is an abstract missing from my list?

You only see submitted abstracts in the topics you're assigned to. Drafts never appear.

Why can't I submit my review?

• "You can read the abstract but cannot submit your review yet." – the review period hasn't started.
• Review period has ended – the review deadline has passed.
• "You have already submitted a review for this submission." – reviews are final.

Can I change my score?

No. Once you submit a review, it can't be edited.

Why can't I see other reviewers' scores?

Blind review is on. It's on by default.

For organizers

Why can't I accept or reject this abstract?

"This submission cannot be decided on until all reviewers have completed their reviews." Every reviewer assigned to the abstract's topic has to review it first. Open the abstract to see which reviews are in. If you added a reviewer to the topic recently, they have to review it too.

Why isn't an abstract in the Decisions tab?

The Decisions tab only lists fully reviewed abstracts in the chosen score range and topic. Drafts and abstracts still waiting on a reviewer aren't listed.

Why can't I save Review settings?

• "Each topic must have at least one reviewer." – every topic, including disabled ones, needs a reviewer.
• "Attendee is not an Abstract Reviewer for this event." – give the person the Abstract Reviewer role first.
• "Cannot remove a reviewer who has already submitted reviews." – reviewers with completed reviews in a topic can't be removed from it.
• "Review end date must be after the start date."

I can't find a person when assigning reviewers.

They need to be an attendee of the event with the Abstract Reviewer role. Search by name, email or reference number.

Why can't I continue the setup wizard?

• Submission Form step: every presentation type needs at least one field ("At least one field type must be configured").
• Submission Rules step: the end date must be after the start date. Both start out as the current time.
• Acceptance Package step (paid events): every payment period needs a price.

Why can't I edit the additional questions?

Questions are locked as soon as any abstract exists, even a draft.

Why can't I delete a topic or presentation type?

It has abstracts, or it's the only one, or the only enabled one. Disable it instead.

I published results but some authors didn't get an email.

• Abstracts with no decision at publishing time get no email.
• Bulk decisions made after publishing don't send emails. Re-decide those abstracts from their own page.
• Check that the event's messaging is switched on.

Can I hide results again?

No. Publishing is one-way.

Authors can't upload posters after results.

The submission window must still be open. Extend the End date under Submission form > Submission limits.

I rejected an author who was already a presenter. Is their registration cancelled?

No. Their Abstract Presenter role, package and payment record stay as they were. Remove or refund them yourself from their attendee record.

The Export button is missing.

Exporting submissions needs a separate permission that no role has by default. Ask your account admin.