General

I listen and try to help
I accept criticism, take it in and try not to justify what we did
If I can't help someone, even though I've sincerely tried, it's no big deal
I make sure to keep three lobbies in mind: the main lobby, the organizing team lobby, the support lobby; and additionally e-mail and phone (if I have given them)

Preparation

Set up support lobby:

• Make sure that when you click on the red case in the main lobby and in the other lobbies in use, the correct support lobby appears.
• In the support lobby add a back button to the main lobby
• In the support lobby in the bulletin board enter the phone number and e-mail of the support staff

Useful questions for the users

What browser do you use?
Do you have a good internet connection (can be tested here: https://tokbox.com/developer/tools/precall/)

Common problems and solutions

Don't get email when logging in -> First log in to www.brainstore.com (top right) and then click the lobby link again
Can't log in with password and can't reset password -> Support can set a new password on behalf of the user, here: https://www.brainstore.com/brainfinder (partner only)
Internet Explorer wants to activate Java Script -> please use another browser (e.g. Chrome or Firefox)
The wrong camera is shown in the lobby -> go to settings in the browser, search camera and select the camera (for Chrome and Firefox)
I don't know where to insert my photo -> Give this link: https://www.brainstore.com/en/me/pictures
I don't know where to insert my bio -> Give this link: https://www.brainstore.com/en/me/bio
My bio is not visible in the lobby -> make bio public: https://www.brainstore.com/en/me/privacy_settings

What helps if nothing else does

Close browser completely and open it again
Restart computer
Try with another browser
Clear browser cache
Gently stroke computer and whisper a few kind words into the mic