The AHC Reimagined FAQs

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Brella Support

I can't access my account.

Prior to today, you should have recevied an email from a member of The AHC Team (@questex.com) with your unique brella link.

If you have not used Brella before, first create a Brella account using the email address this email was sent to, select ‘start networking’ and set up your profile to showcase who you are. If you cannot find your unique joining code please email [email protected] for additional support.

*Top tip* using Chrome on your desktop is your best bet. Avoid Internet Explorer for this one.

I can't sign into my Brella account.

We’re sorry you’re experiencing issues signing into your account. If you have previously set up a Brella account, please follow these steps to reset your password:

Click on ‘Forgot your password?’ from the sign in page at https://next.brella.io/join/AHC2020
Enter the exact email registered to your account
A password reset link will be sent to your email
Please check your spam/junk folder if you don’t receive the password reset email after 5 minutes
If this does not work, you may have signed in with one of your social accounts. Please see instructions below.
Alternatively, have a look at the help centre articles here

Still having issues? Email us at [email protected] or [email protected]

I used my LinkedIn account to sing into Brella and I'm now having sign in issues

If you have previously signed into Brella using your LinkedIn account, please follow the steps below:

Visit next.brella.io
Sign in with LinkedIn using your email address
The system should retrieve the password that is connected to your LinkedIn account
You should then be able to access the platform
If this does not work, have a look at the help centre articles here

Still having issues? Email us at [email protected] or [email protected]

I used my Facebook account to sing into Brella and I'm now having sign in issues

If you’ve previously signed in using your Facebook account, please follow the steps below:

Visit next.brella.io
Sign in with Facebook using your email address
The system should retrieve the password that is connected to your Facebook account
You should then be able to access the platform
If this does not work, have a look at the help centre articles here

Still having issues? Email us at [email protected] or [email protected]

I used my Google account to sing into Brella and I'm now having sign in issues

If you’ve previously signed in using your Google account, please follow the steps below:

Visit next.brella.io
Sign in with Google using your email address
The system should retrieve the password that is connected to your Google account
You should then be able to access the platform
If this does not work, have a look at the help centre articles here

Still having issues? Email us at [email protected]estexhospitality.com or [email protected]

I'm having technical difficulties with the brella platform.

1. Try to log out and log in again and refresh your browser.

2. Try to clear cache:

· Go to browser settings > Privacy and Security

· Clear browsing data > Basic or Advanced

· Choose the cached data

· Refresh your phone/browser and login once again

3. Try with Chrome. Chrome is the most ideal browser to use Brella with!

4. Use a different device: For example, use a personal computer or mobile phone instead

5. Try a different network: Does it work in a different Wi-Fi (Tip: Testing with a hotspot of your phone is an alternative)

Security firewalls protect your work computer from using other video calls/chats than they are allowed. If you are having issues with the chat and you see 'Chat is unavailable', please ask your IT team to add these ports to the whitelist:

wss://*.sendbird.com:443, and
https://*.sendbird.com:80.

If you are having issues with your Brella virtual meetings, please go to this page. If after the aforementioned guidelines, your virtual meeting room (video call) or chats are not working it's very likely that it's because your company’s firewall (security software) is blocking these features in Brella. In this case, please try and use a personal computer or mobile phone.

I tired to sign in but got a 'server error' message.

We’re sorry you’re experiencing issues signing into your account. Please follow these steps to see if the issue can be resolved:

Please restart your browser and try again. With iOS, please force-close the app by double-clicking the home button and swiping up the browser or Brella app.
After closing it, please open it and try to log in again. With Android, open Settings, navigate to Apps, and choose Brella. There you can find an option to Stop/Force Stop the app.
After you do that, open the browser/app as usual
If this does not work, have a look at the help centre articles here

Still having issues? Email us at [email protected] or [email protected]

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Contact Customer Support

FAQs

What is The AHC Reimagined?

The AHC Reimagined will be a high-quality virtual production, created in a professional broadcast studio. The virtual platform will utilise AI powered meeting software to suggest relevant connections to help you grow your network and facilitate 1:1 video meetings. You will also be able to engage with sponsors in their virtual booths to learn how they can help you achieve your business objectives.

Why should I attend The AHC Reimagined?

The AHC Reimagined will include all the traditional elements of The AHC that place it firmly on the calendar for the UK hospitality industry but vitally, it will offer a chance for our sector which has suffered so greatly, to come together, to enjoy outstanding content and to connect with peers, network with colleagues and meet new partners. Never has it been more important for the sector to be connected and find strength through unity to recover, reposition and reimagine the future.

What happens once I register?

You will receive a confirmation email once your place has been secured. We will then be in contact with all attendees in September with details of how to access the virtual platform.

Shall I use my mobile or desktop?

The virtual platform can be used on all modern browsers such as Google Chrome, Mozilla Firefox, Safari and Edge, however we recommend Google Chrome. You can also download the Brella mobile app from the App Store and Google Play Store. The only requirement is that you must have at least Android 5.1 or iOS 9.0.

Do I need to do anything before the day of the event?

We recommend that you create your account and set up your profile as soon as you receive your joining instructions in September. This will allow you to begin making connections and setting up your 1:1 meetings ahead of the event. We also recommend bookmarking your favourite sessions within the Schedule, setting your meeting availability, identifying your target connections and setting up meetings ahead of the event.

What should I do on the day of the event?

The conference sessions will begin at 09:30, and meetings can take place from 09:45, so ensure you are logged into the platform ahead of the start time so you don’t miss out. During the event you will be able to watch the conference sessions via the Stream tab, chat to speakers via the live chat box, take part in roundtables via the Schedule app, visit the Sponsor booths to see what products/services they offer and live chat with them, and take part in your 1:1 video meetings.

Can I interact with the sponsors during the event?

Most sponsors will have a live chat feature as part of their sponsor booth, so you can chat to them in real time, or arrange 1:1 video meetings.

How do I set up a meeting?

In the ‘People’ tab you will see your most relevant connections based on your interests. You can also search attendees by name, title or keywords, or by using the interest filter. Once you have found people you would like to network with, you can ‘suggest meeting’ to view that person’s availability and suggest a meeting at an appropriate time to suit you both. Send them a personalised message to explain why you’d like to meet them. Make it impossible for them to say no! Once a meeting is accepted, you will be able to chat with that person and your meeting will be added to your schedule under ‘Sessions & Meetings’ and in your chat box (top right corner).

How do I accept a meeting?

If another attendee wants to meet with you, you will receive an email and in-platform notification asking you to accept, reschedule or decline the meeting. Please do not leave any meeting requests as ‘pending’: by accepting or declining you allow others to either plan their agenda or book a new meeting. We recommend you set your own availability for meetings via the ‘Schedule’ tab under ‘Filter’ and ‘Networking Availability’. Please make yourself unavailable for meetings if there are any particular sessions or roundtables you wish to watch or take part in. You can do this automatically by bookmarking your favourite sessions and selecting that you do not wish to network during the session.

How do I join a meeting?

Your meetings will be held via video call within the platform. All parties will receive a push notification 5 minutes before each meeting (ensure you enable notifications in your account settings before the event day). Visit the Schedule tab to view your meeting and select ‘Video call’ to start the meeting at the correct time. Meetings are 15 minutes in length, so make sure you arrive on time and ensure your microphone and video are enabled.