The following is a list of FAQs about Arlo's functionality.
Click on the section header of the feature you're wanting help with, and then click to expand each question you want to learn the answer to. If you can't find what you're looking for, try searching the page using Ctrl+F. If it's still not there, head to the 'Manage' section of the feature you're wanting help with.
Arlo U and further training and consultation
We are constantly releasing new features and enhancements to the Arlo product. If you want to see what new features and enhancements are available, go to our Product Update page in our Community section of our support site.
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Known issues and resolutions
Submit a support ticket by email
You may notice on your events, orders and other Arlo platform pages, the name 'System User' appearing as the contact/reference for 'Created by' or 'Modified by' information. Do not be alarmed. This just means that the Arlo system processed a specific action, not the administrator.
For example, if an Order states 'Created on....by System User' this just means that the Order was automatically created by the system, when someone registered from your website. If you were to manually create an order, you will see 'Created by <administratorsName>' instead.
We’ve recently introduced single user session enforcement.This means that a single administrator login cannot be used to run multiple Arlo sessions at the same time. If this occurs, you will automatically be logged out of the Arlo management platform.
We’ve made this change for a number of key reasons including:
- Security: Once a second login is detected, e.g. from home – if the system picks up you’re still logged in elsewhere e.g. at work – it will log you out.
- Auditing: There is no clear audit trail when logins are being shared, last modified user does not pertain to the user who has made the change and this is very important.
- System Abuse: We have had a lot of clients paying for only 1 admin, but having multiple users use this login. Single users should have a single license allocation.
See our article on Single Admin Session Enforcement for more information.
The difference between the types of entities in Arlo and what the custom fields for those entities entail is explained below:
Contacts and Oranisation fields allow you to add additional information and store it directly against a Contact/Organisations record. Once configured, these fields can also be included within your event website registration form so that data can be captured at the time of registration. Useful for additional contact information that does not change regularly.
Event Session fields can be used to store event/session specific information and report on this using the Event List (Advanced) report. Useful for event/session specific information that you can use to filter in your event list report.
Allow you to capture and store information against a single registration. Once configured, these fields can also be included within your event website registration form so that data can be captured at the time of registration. Useful for data that regularly changes based on a contacts registration.
Used on your Lead forms to capture interest in your courses.
Because sender details can be customized at an event level, if you want to amend the sender details on all of you events, you will need to update/edit the communications settings of that particular event(s).
This can be quite cumbersome if you have a large number of events requiring an update of the sender details. If this is the case, send a ticket through to our support team and we can quickly make a bulk amendment on our end.
One of the steps in the Arlo Implementation Process is to enable Arlo to send emails from your domain. If this is not done correctly, the communications sent from Arlo may be blocked by the receivers email client.
In order to prevent this occurring, first check if you have existing SPF records using a tool like MX Toolbox.
If you have existing records, you need to ensure that the your SPF records include the Arlo SPF reference: include:_arlo.co
Your Developer or whoever maintains your website will need be able to do this, with reference to our Support Guide on Setting up SPF Records to allow Arlo to send emails from your Domain.
If this is configured correctly, check the communication log of your Arlo Management Platform and see if the email is showing as sent. If not, ensure communications are turned on for the specific event.
If you require further assistance, contact Arlo Support.
Yes you can. Arlo allows you to modify the 'header color' of the communication emails that are sent out from your Arlo Management Platform. Simply provide support with the hex code, and we can update this for free.
The default color of the communication header is Sky Blue:
Additional customisation of content or structure of your email templates may incur costs, see our Customise your Email Templates article for more information.
Arlo uses a template emailing system for the emails that it sends out for your events and courses. Arlo's email templates have been carefully designed to contain all of the information your registrants will need, and works specifically with the workflows the Arlo system contains. To add a customised message for a particular event, you can use Special Instructions to achieve this.
The template nature of emails in Arlo means you can quickly schedule and manage events, without having to worry about creating and modifying communications for each of your events, Arlo takes care of this all for you.
When adding a presenter to an event/session, Arlo checks if the presenter is not currently scheduled for an event that falls in between the start/finish date and time of the event being created. The 'Schedule Conflict' warning will display if there is a conflict with the presenters' schedule.
If you encounter this warning, click on the 'Schedule conflict' warning to review the conflicting event that the Presenter is already scheduled for.
Leads / Expressions Of Interest
Arlo's website event registration process, provides the option for registrants to store their details in the checkout(for that specific computer/device they're using at the time) to allow for quick-access in future. Next time the same individual goes to register for an event they will not need to re-enter their information.
Our 'Remember Me' functionality is disabled on your platform by default, but if you would like to activate this, please contact Arlo Support.
Learn more about 'Remember Me'.
Arlo uses the Sender Details of an event, to build the 'Survey email' that gets sent from SurveyMonkey. If the 'reply-to' email address differs to one verified and used in the past, your SurveyMonkey integration may be disabled for that particular event.
To resolve this issue, navigate to the affected events home page. You will see the error message on the top left of the event home page. Click Retry. This will resend a verification email to the email address specified in the sender details for that event from SurveyMonkey for you to verify.
For more information on this, see the Common Errors and Resolutions section of the Manage SurveyMonkey Integration support article.
Arlo provides online delivery options for your events allowing you to offer live webinars and online activities.
Unlike a webinar, an online activity does not have a date assigned to it.
This makes it the perfect delivery method for selling or offering pre-recorded webinars, or self-paced elearning-content that you would like to make available.
Live webinars are great for selling and offering webinars which your customers register for and join at specific dates and times, which you can specify.
For more information on online activities or webinars, click on either of the following support article links.
Certificates and Certifications / Licensing
Logistics and Task management
Arlo allows you to edit the details and amounts on an Order/Invoice as long as the order is in an 'Awaiting Approval' state.
As soon as the order is 'Approved,' you will no longer be able to add new lines or edit existing line amounts for that order (you will still be able to cancel, transfer or change registrations pertaining to that order given it's a basic event).
This helps to maintain Arlos' invoicing standards and ensures a reliable and transparent audit trail.
Approving an order should be done when the invoice is completely correct, and as a means of locking in the order to prevent future changes to the amounts on that order.
See here for more information on Editing an Order.
Order discounts apply to the overall order e.g Early Bird Discount - Get 10% off your total order.
Registration discounts apply to the individual registration/s within an order where applicable e.g Member Rate - Get 10% off your registration if you are a Member.
Think carefully about how you would like to report on discounts you set up, as order discounts are not applied to individual registrations, and are therefore unavailable on any registration reports.
Your website should be your main source for promoting and advertising your courses, however there are a few other ways you can get your courses out there.
One way is through Campaigns. Campaigns in Arlo, allow you to run off targeted lists of contacts in Arlo. If you don't have many contacts in Arlo, you can use external contact lists as well, and embed Website and Registration Links into the promotional emails so that customers can quickly register for the event or view more information about the event.
Another method of promoting courses is through online marketing, and social media. Social media is a great tool for reaching out to your target market, and best of all, it's Free.
Newsletter / Flyer promotions. The paper-based method of promoting your courses is another way to distribute news of your events or courses coming up. Rather than include the registration link on the flyer (which isn't useful for hard-copy promotions), you can convert registration or website links to your courses, into QR codes, that users can scan and be taken straight to the website to register or view more information on the event. There are heaps of Free QR generating sites available online like qr-code-generator.com.
When you are visiting a website very frequently, e.g. checking each time a change is made, your browser’s cache may become full and won’t show the latest version of the website. You can check if caching is causing your website to not update by opening the page in a different browser or incognito window. If you see the updates there, please clear your main browser’s cache.
Other things to check
When you should see updates and how they are ‘pushed’ to the website depends on the website integration technology you currently use.
Changes in your Arlo Management Platform will be reflected immediately on your Starter Template website. If your cache is clear and you still cannot see the changes, check that you have saved your changes in the management platform and they are visible from there.
The Arlo for Wordpress Plugin, syncs every 30 - 75 minutes. If you want to see changes immediately, you can run a manual sync to align your website with any recent changes you have made on your Arlo Management Platform.
Because our web controls are built using our API, changes are reflected almost immediately on your website. If your cache is clear and you still cannot see the changes, check that you have:
- Saved your changes in the management platform and they are visible from there.
- If your web controls are set to show only certain events, check that the event meets that criteria. For example, check that it has the correct tag(s).
Custom API Integration
With Custom API integrations, changes should be reflected almost immediately on your website. If your cache is clear and you still cannot see the changes, check that you have:
- Saved your changes in the management platform and they are visible from there.
- If your website is set to show only certain events from Arlo, check that the event meets that criteria. For example, check that it has the correct tag(s).
- If the change is still not showing on your website, please contact your website developer.
For security reasons, Arlo does not automatically provide user access to the Arlo for Mobile App for your Presenters or Administrators. To enable access to the Arlo for Mobile app, you need to enable access via the 'API Access' role in the Arlo Management Platform. You will need to set up access for Presenters, as well as for any Administrators you want to give access to.
Once you have provided them with the additional role of 'API User' you need to 'activate their account' or 'send activation email' to the contact so they can set a username and password for the app.