Access & Technical Support

This article covers the most common access and technical issues attendees may encounter before or during the Elementary Music Summit®.


Quick tip: If you're having trouble accessing the Summit Community, we recommend resetting your password first. If that doesn't work, you can use the invitation link below to sign up again with the same email address, which will reconnect you to the account you are trying to access.


If you don't find the answer you're looking for here, please contact our support team at hello@thatmusicteacher.com.


In this article:

  1. Community Invitation Link
  2. Can't Log Into the Community
  3. Forgot Password
  4. Community Access Troubleshoot
  5. Live session not appearing
  6. Video Playback Issues
  7. Audio Playback Issues
  8. Live Chat Troubleshoot
  9. Mobile App Troubleshoot
  10. All-Access Pass Access

I Need the Community Invitation Link

Use the invitation link below to create your Summit Community account or reconnect to an existing one.


Click Here to Join the Community


If you use the same email address you originally registered with, the new sign-up will connect back to the account you are trying to access.


If the link doesn't open correctly, copy and paste it into your browser.

I Can't Log In to the Community

If You Already Created Your Account

We recommend resetting your password first.

  1. Visit the community login page.
  2. Select Forgot Password.
  3. Enter the email address associated with your account.
  4. Follow the password reset instructions sent to your inbox.

If you don't receive the reset email, check your spam or junk folder. If you're using a school email address, try again with a personal email address, since school filters sometimes block automated messages.


If resetting your password doesn't solve the issue, use the invitation link above to sign up again with the same email address. If you use the same email, it will connect back to the account you are trying to access.


If You Haven't Created Your Account Yet

Use the invitation link above to create your account.

If you run into trouble, contact support for assistance.

I Forgot My Password

  1. Go to community.elementarymusicsummit.com
  2. Select Forgot Password.
  3. Enter the email address associated with your account.
  4. Follow the instructions sent to your inbox.

If you do not receive the reset email within a few minutes, check your spam or junk folder. If you're using a school email address, we recommend trying again with a personal email address, since school email filters may block automated messages.

I'm Logged In, but Can't Access the Community

If the community isn't loading properly:

  1. Refresh the page.
  2. Log out and log back in.
  3. Try opening the community in a different browser.
  4. Clear your browser cache and cookies.
  5. Restart your browser.

If the issue continues, contact support and include:

  • The email address associated with your registration
  • A description of the issue
  • A screenshot, if possible

The Live Session Isn't Appearing

If a session is scheduled to be live but you're still seeing the welcome video:


First, Refresh the Page

Most live stream issues are resolved by refreshing the Main Stage page.


Confirm the Session Has Started

Check the Schedule page to confirm the session is currently being broadcast.


Still Having Trouble?

Try:

  • Closing and reopening your browser
  • Using a different browser
  • Checking your internet connection

If the issue persists, contact support.

The Video Keeps Buffering or Freezing

Video performance issues are often related to internet connectivity.


Try the following:

  • Refresh the page
  • Close other tabs or streaming services
  • Move closer to your Wi-Fi router
  • Switch to a wired connection if available
  • Try another browser

If multiple attendees are reporting the same issue, the summit team will post updates in the community.

I Can't Hear the Session Audio

Before contacting support, check:

  • Your device volume
  • Whether the video player is muted
  • Your headphones or speakers
  • Audio settings on your computer or device

You may also want to:

  • Refresh the page
  • Disconnect and reconnect headphones
  • Try another browser

The Live Chat Isn't Working

If you're unable to participate in the live chat:

  1. Refresh the page.
  2. Make sure you are logged into the Summit Community.
  3. Try using a different browser.

Please note that live chat is only available during live broadcasts and works best in a browser on a laptop or desktop computer.

I'm Having Issues with My Mobile Device

The community app is great for connecting with other attendees, but we do not recommend watching summit sessions from a mobile device.


For the best viewing and live chat experience, please use the Summit Community in a browser on a laptop or desktop computer.


If you are using a mobile device for quick community updates, you may still be able to browse posts and announcements, but session playback and live chat may not work as smoothly as they do on a computer.

I Purchased the All-Access Pass, but Can't Find It

Your All-Access Pass is separate from the Summit Community.


To get into your pass, click here.


For more information about the All-Access Pass, see this article.

Contact Support

If you've worked through the troubleshooting steps above and still need assistance, we're happy to help.


Email us at: hello@thatmusicteacher.com


To help us resolve your issue as quickly as possible, please include:

  • Your name
  • The email address used to register
  • A description of the issue
  • Screenshots, if available
  • The device and browser you're using

Our team will review your request and get back to you as soon as possible.

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