Webinars in Certain are linked to Zoom or ON24 through Signal. Most webinar problems come from the two sides getting out of step. Find what you're seeing below.

The webinar date or time changed

• If you changed it in Certain, open the webinar in Zoom or ON24 and check it changed there too.
• If it didn't, change it in Zoom or ON24, then check that the change came through to Certain.
• Update the start and end dates in Certain yourself. These belong to Certain, so they don't change with the webinar. For an event-level webinar, that's the event's dates under Plan > Event Setup > Details. For a session-level webinar, it's the session's dates.

You linked the wrong webinar, or need to replace it

Once a webinar is linked, you can only edit a few details in Certain, like hosts and the password. To change the webinar itself, unlink it and link the right one.

• Delink removes the webinar from your event or session but leaves it in Zoom or ON24. Use this when you linked the wrong one.
• Delete removes it from your event or session and can delete it in Zoom or ON24 too. Use this only if you want it gone everywhere.

For an event-level webinar, go to Plan > Event Setup > Details and find Event Webinar. For a session, go to Manage > Speakers and Sessions > Sessions > Instances and click the link icon in the Link(s) column. See Delete/Delink Webinars from your Event or Sessions.

If people had already registered, replay them afterward so they're registered for the new webinar. See Signal Replay reports: why they exist and how to use them.

An attendee didn't get the join link

Registrants get your normal confirmation email right away. The join link comes in a separate webinar email, which goes out automatically once an hour to new attendees who haven't had one yet. So a missing link may just mean the next send hasn't happened.

• It's been more than an hour: send the webinar email to that person again. Open their registration, select Email, choose your webinar email template and send it.
• The link is blank in the email: the registration may not have reached Zoom or ON24. Replay it with a Signal Replay Registrations with Webinar Details report (or the Session version). See Signal Replay reports: why they exist and how to use them.
• The email has no link at all: check your template under Promote > Communication > Email Templates > Digital Events. It needs the Event Reg Unique Join URL data field. The Default Webinar Email Template already has it.
• Only the first few registrants are missing it: people who registered before the webinar was linked weren't sent to Zoom or ON24. Replay them.

Registrations aren't reaching Zoom or ON24

• The status isn't tagged. The webinar flow only sends registrants whose status carries the right tag, such as Registered. Make sure the tag exists under Account Settings > Management > Tags and that the status carries it (default statuses under Account Settings > Management > Registration Statuses, custom statuses under Plan > Event Setup > Custom Statuses in the event). See A registration never went to Signal in Signal Alerts - Common Errors and Recommendations.
• The webinar has required questions. If Zoom or ON24 requires answers that Certain doesn't send, the registration is rejected. Make those questions optional in Zoom or ON24, and ask them as required questions on your Certain form instead.
• Zoom says registration isn't enabled. In Zoom, edit the webinar and set Registration to Required.
• The person is a host. Zoom won't register a host as an attendee. Use a different email for the host, or don't assign the host to the session.
• Zoom's daily limit was hit. Zoom only lets the same person be added to the same meeting a few times a day (three on many plans). If you've been adding and removing someone while testing, wait until the next day and replay them.
• The webinar already ended or can't be found. Check the webinar's date and ID match your event.

Once it's fixed, replay the registrations that failed. See Signal Replay reports: why they exist and how to use them and Signal Alerts - Common Errors and Recommendations.

Next step: Still stuck? Contact Support with the event code, the webinar or session name, and a registration code that's missing its link.