Registration Links in invitation opened on IPhone not going to registration page

Another question, why does the link to register for a webinar open the app in the first place? It should open a browser window like on desktop.

Regards

SteveRAB 

I tried both when I was logged into the app, and logged out, and it took me to the registration page, as far as I know, this is the intended behavior. 

• To check the version, click on your profile icon on the top left-hand corner, scroll down to About, then app version 
• The latest app is 2024.5.0, I know I previously experienced this bug on 2024.2.0, but as if 2024.3.0, I have not. 
• They can check the apple app store to ensure they are on the latest version, also uninstalling and reinstalling the app will put it on the latest version. 

I do understand that this is not a smooth process, but knowing you are still experiencing this on the latest app will help with any investigation. 

Hi

First has there been any progress with this?

Second you say "it took me to the registration page" was that in the app or in the browser?

Can you also clear up what should happen on the IPhone with this scenario:

1) I create an email mai out that has a link to the registration page, the link is copied from the GoTo dashboard.

2) Our subscriber to the mailing list opens the email on their IPhone and clicks on the link

3) What happens next.........

Regards

I am writing to express our grave concern over the ongoing issues with your mobile app, which have persisted for several months despite our previous reports. This problem is severely impacting our charity's ability to deliver crucial healthcare education to emerging nations.

Key Details:

• GoTo app version: 2024.9.0
• iPhone version: 17.6.1
• Issue persists despite following all provided troubleshooting steps

Problem Description: When our subscribers click a registration link from our emails or website on their mobile devices, they are redirected to the GoTo mobile app and prompted to sign in, instead of being taken to the registration page in their mobile web browser or the registration form on their mobile app.

Your stated expected behavior: "If a subscriber opens a link on a mobile device (Android or iOS) with the new GoTo app installed, the registration link will take them to the app."

Critical Questions:

1. What should subscribers see when the GoTo app opens after clicking a registration link?
2. How can we ensure a seamless registration process for our mobile users?

Severity of Impact:

1. We are receiving numerous complaints from frustrated subscribers.
2. Example feedback: "Why is it so difficult to join the conference? You are seriously going to lose support."
3. This issue is damaging our charity's reputation and significantly hampering our ability to deliver healthcare education to those in need.

Urgent Request: We require your immediate attention to this matter and a foolproof resolution that we can communicate to our learners. The current situation is untenable and is actively hindering our charitable mission.

Please provide a detailed action plan and timeline for resolving this issue. We expect a response within the next 24 hours given the severity of the situation.

Thank you for your prompt attention to this critical matter.

Hi SteveRAB,

I'm sorry to hear you are still experiencing this, let's see if we can get to the bottom of what's happening.

To clarify, the issue  is attendees receiving the invitation on an iOS device, with the GoTo app installed, but signed out of the GoTo app, are being prompted to sign in before registering.

I'm verifying with the team what the expected behavior is, could you also let me know how many people are experiencing this? 

Testing it on my end I found: 

• If you attempt to register using the iOS app, with the GoTo app installed, on the far left is the invitation, which takes you to a registration page in the GoTo app: 

• Registering using an iOS device without the GoTo app takes you to the registration page in the browser: 

Thank you for your response

Your question: To clarify, the issue is attendees receiving the invitation on an iOS device, with the GoTo app installed, but signed out of the GoTo app, are being prompted to sign in before registering.
Answer: They are not signed in and they do not have a GoTo account (nor should they have to) and yes they are prompted to sign in. This also happens when thy are clicking the registration link from our website when viewing our website on their mobile browser.

Your question: I'm verifying with the team what the expected behavior is, could you also let me know how many people are experiencing this?
Answer: We have had up to 1400 registrations before the app for our conferences and bi-monthly webinars since the app we are down on registration by 20-30%, we have 10-20 people taking the time to email us and we are assuming others are just giving up.

We broadcast our sessions sometimes to over 100 countries where a lot of the emerging nations particularly Africa use mobile devices.

At present we are forced to issue the below notice to our 17,000 subscribers who are mainly hospitals and doctors from over 100 countries:

We regret to inform you that there are currently issues with the GoTo mobile app when registering for our webinars or conferences via links accessed on mobile devices, either from our emails or our website.

If you click a link from our event notification email or our website on your mobile device and are redirected to the GoTo mobile app where you're asked to sign in, this indicates an error. You should instead be directed to your default mobile web browser, where our GoTo event registration page will open.

Workarounds:

Copy and Paste the Link:

Tap and hold the link in our event notification email or on our website.
Select the "Copy Link" option.
Open your default mobile web browser.
Paste the link into the address bar.

Use a Computer:

Access the registration link using a laptop or desktop computer.
We have brought this issue to GoTo's attention multiple times without success.

We apologise for any inconvenience this may cause.

We are committed to working with you to resolve this issue promptly, as it significantly impacts our ability to deliver educational content to a large international audience.

Your attention to this matter is greatly appreciated, and I look forward to your prompt response.

Thanks for the detailed information, I hear that this has been a consistent issue and will share your experience with the team. 

Registration workflow using mobile app is as follows: 

• Click on Registration link will redirect the user to GoTo App for registration
  
  • Registration page is loaded within the app with all the required questions, logo, feature picture etc. (you do not need to create an account or sign in to the app)
  • if App is not installed, the user is redirected to web for registration page 

Earlier this year, there was an issue in an older iOS app version which caused the registration page to fail (not open) if the new GoTo app was open. This was fixed in June. 

Currently there is no known issue with iOS registration. I'm unable to replicate the issue using an iPhone 11 or iPad. I also visited your website on an iphone and could not replicate the issue.

We need to investigate this as a new issue and look at new reports.

• Do you have access to an iOS device where you can test the links and share a screenshot or video? 
• When someone reports issues with registration, some follow-up information will help, including: 

Device Information

• Device Model: The make and model of your mobile device (e.g., iPhone 13, Samsung Galaxy S21).
• Operating System: The version of the operating system (iOS 16.0, Android 13.0). You can find this in the device settings.
• Description of issue, are they experiencing an issue with iOS requesting you to sign in, or is it something else? If so a step-by-step account of how to reproduce the issue will help support understand exactly what triggers the problem.
• If possible the version of the app you are using (found in the app store or in GoTo settings).
• Any screenshots or videos 

I realize this is inconvenient and not an ideal experience, but because this is not a known issue and we can't replicate, we need more information for our team to investigate.

I've documented this issue occurring on my device with the latest app and iOS versions. To expedite resolution, I've recorded a video demonstrating the error, clearly showing both the GoTo app version and my iPhone version.

Review the evidence here:

GoTo Registration Error Video Link 

This issue requires immediate attention.

SteveRAB thanks for the video, it's very helpful. 

I've shared this with the team and will follow up when I learn more.