Support

SOATERA Event Passport

This page is for people using SOATERA Event Passport and for app-store reviewers who need a public support contact.

Email: [email protected]

Please include the event name if you know it, your device (iPhone or Android), and a short description of what happened. Do not send one-time passcodes, passwords, or screenshots that show another person's personal information.

Authentication is not authorization

A successful email sign-in proves you control that email address. It does not automatically grant volunteer scanner access. Volunteer access must be assigned for the specific event. If you can open the app but cannot scan participants, you are signed in but not yet authorized as a volunteer for that event.

Installing and opening the app

When public store listings are live, install SOATERA Event Passport from the Apple App Store or Google Play, then open the app. You do not need a developer account, TestFlight, or permission to install unknown apps.

Official store buttons will be published on this website when those listings exist. Until then, event operators will tell volunteers which install path to use.

Related: Installation page (store links coming soon).

Email OTP sign-in

  1. Open SOATERA Event Passport.
  2. Choose sign-in and enter the email address you were told to use.
  3. Wait for a one-time code (OTP) in that inbox.
  4. Enter the code in the app.

There is no password. The app does not use Apple Sign In or other social logins.

Not receiving an OTP

  • Check spam, junk, and promotions folders.
  • Confirm you typed the same email the event is using.
  • Wait a minute; then use the in-app resend control. Rapid repeated requests may be limited.
  • If you still receive nothing, email [email protected] from that address.

Do not forward OTP codes to anyone, including people who claim to be helping at the event.

Volunteer access

Volunteer scanner access is event-specific. After you sign in, an event operator still has to assign volunteer (or other staff) access for that event. Until that happens, sign-in only identifies you.

If you are a volunteer and cannot reach scanning tools, ask your event lead to confirm your email was assigned for the correct event. SOATERA support can help operators, but we cannot invent volunteer access for an event we do not operate.

Participant QR scanning

Assigned volunteers scan official participant QR credentials to record check-in. The camera is used for that scanning. A Passport number shown in the app is an event identifier; it is not a login code.

If a scan fails, follow the message in the app. Do not guess or reuse another participant's credential.

Camera permission

iPhone and Android will ask for camera permission when scanning is first used. Allow camera access to scan official event QR codes. If you denied permission earlier, open your device settings for SOATERA Event Passport and enable Camera.

Denying camera access does not block published event information such as schedule or other public pages.

Event schedule and content

Schedule, map, food, vendors, sponsors, and similar information come from the event that is currently configured in the app. If something looks missing or outdated, the organizer's published content may still be in draft or may have changed. Contact the event organizer for on-site details.

Privacy questions

Read the Privacy Policy. For access, correction, or deletion requests, email [email protected] from the address associated with your account.

Account and data questions

You can sign out in the app. To request account deletion, use More → Delete account or the public account-deletion page. A request is not immediate deletion. After a verified individual request, an operator may fulfill once pending-scan and prize-claim safeguards are satisfied. Some operational records may be retained when required for security or event operations.

Website and advisory inquiries

For SOATERA consulting or the public website, use Contact or email [email protected].

Security issues

If you believe you found a security issue, email [email protected] with enough detail for us to investigate. Do not include secrets, and do not post exploit details publicly while we are reviewing the report.