Start by checking your connection and reopening the correct event. A map must be published by the organizer, and each map can have its own access requirement.
There is no Map tab or the event has no map yet
The organizer may not have published a venue map. Check with them if you expected one to be available. A published schedule does not necessarily mean the event also has a map.
The map is open to readers going
Sign in, then use Going on the map's access screen to mark that you are attending the event. This is the event's Going status, not an RSVP to an individual session. Having an order alone does not meet this requirement. Marking yourself Going does not purchase admission; follow the organizer’s ticket requirements separately. Complete this while online.
The map is open to readers with an order
Sign in with the account used for your confirmed event order. If you have not ordered, Browse preorders takes you back to the event's preorders. Marking yourself Going alone does not meet an order requirement.
If you already have a qualifying order but the map remains locked, contact support with the event name and order reference. Do not place a duplicate order just to troubleshoot access.
Can I open a different map?
Yes, if another published map is available to you. Use Other maps or Choose a map. Different plans within the same event can have different access requirements, and map access is separate from schedule access.
The map image does not load
While online, use Try again if shown, or reopen the map. If you are offline and the current image was not saved, connect to the internet and let it finish loading. Seeing the plan's name or a thumbnail is not proof that the full displayed plan is saved.
A room is visible but has no sessions
The room may have no sessions for that date, its sessions may not be available to your account, or the schedule may not have loaded. Reconnect and open Schedule, then check the map again. Canceled sessions and sessions with locked details are not included in the map's room program.
There are no room pins
A map image can be published before the organizer adds room pins. You can still read the plan, but room search and links depend on the organizer adding pins and associating sessions with those rooms.
Contact support
Include the event name, map name, app version, device type, and a screenshot. Say whether you were signed in and online, and include an order reference only if the issue concerns order-based access.