Frequently Asked Questions

How does my Event in a Box connect to the internet? 

  • All rental Event in a Box’s come with a 3GB SIM card embedded in the router. All you have to do is plug the router in.
  • For our purchased boxes, we include a router and a modem but you will be responsible for purchasing the SIM card and inserting it into your modem. Our modem is compatible with T-mobile or AT&T, not Verizon. 
  • For both rental and purchased boxes, you can secure a hardwired ethernet connection from your venue and connect that to your router.

How long is my Event in a Box rental?

  • Our default rental period is 5 days, including weekends. Your rental period starts on your requested delivery date. If your box arrives earlier than your requested delivery date you will not be charged for additional days. Additional rental days can be purchased for longer events or if you prefer additional days for setup and testing. Your box must be surrendered to FedEx (U.S. & Canada) by the end of the day on the last day of your rental period or you'll be charged late fees per day. 

How do I know where my box is or when it will be delivered?

  • You’ll receive a confirmation email as soon as your box is purchased to confirm that we received the order. From there, we want to keep your inbox clear until we have shipped the box. At that point, you’ll receive an email with your tracking information that you can keep an eye on things leading up to your event.

    What happens if something gets damaged or lost?

    • Unfortunately, we’re going to have to work with you to pay for a replacement of the item. Let us know as soon as you realize anything is missing or damaged so we can try to help mitigate the issue before it gets too expensive.
    • Purchased Event in a Box Warranty
      • Defects noticed within 30 days of purchase can be returned directly to Cvent for a replacement. Otherwise, hardware included in all purchased Event in a Boxes comes with a year-long limited warranty from the original manufacturer. 

    I’m based in Europe or my box is going to be ordered to a European country, anything I need to know?

    • Just like with our North American service, we provide mobile broadband through Europe for our rental boxes. For our purchases, you will need to provide your own SIM card.
    • At the end of your event, you will need to seal the box and attach the prepaid label to the top. To get the box back to our warehouse, you need to schedule a Courier pickup. Please make sure you take care of this at the beginning of your rental to avoid late fees.
    • The router we provide and your different SIM choice setup is slightly different than our North American service. Please see our technical documentation for additional instructions.

    Badge Stock Options

    • All Event in a Box's include your choice of either single-sided or double-sided blank badges. 
      • Event in a Box printers support only black, dynamic printing. Any color on your badges will have to be pre-printed on custom badge stock that you can order from one of our partners.
    • Interested in purchasing custom badge stock?
      • How to order:
        • Check the 'Yes, please contact me' box when ordering your Event in a Box and someone will get in touch with you within two business days. 
        • Talk to your Cvent Account Manager or support team and we'll get you in touch with the right people.
      • What to order:
        • Whether you're ordering fanfold, paper stock or adhesive stock, it must be direct-thermal. Thermal transfer stock is not compatible with Event in a Box printers. 
        • Badges must have a timing mark. Gap-notch or continuous stock options are not compatible with Event in a Box printers. 
        • Badge stock can be a maximum of 4" in width. 
        • We recommend ordering at least 30% more badges than your expected number of attendees.

    What support do I receive with my Event in a Box?

    If your Rental Event in a Box is Ordered More Than 7 Days Before it's Delivery Date, You Will Receive: 

    • 1-hour introduction and training call with an Onsite Solutions Project Coordinator. This call will include:
      • Confirming event details, shipping address, ordered hardware, etc.;
      • A walk through of badge creation in Cvent Event Management and the OnArrival software.
    • 1-hour Window of Support with an Onsite Solutions Project Coordinator. This call will include:
      • Troubleshooting hardware set-up prior to start of registration;
      • The expectation going in to this call is that you have not only finalized your badge template in Cvent, but also that your staff has attempted to set up the Event in the Box prior to this support window.
    • You will have 24/7 access to our Customer Care line before, during, and after your event.

    If your Rental Event in a Box is Ordered Less Than 7 Days Before it's Delivery Date, You Will Receive: 

    • You will have 24/7 access to our Customer Care line.

      If you have Purchased your Event in a Box,You Will Receive: 

      • (1) 1-hour introduction and training call with an Onsite Solutions Project Coordinator. This call will include:
        • Confirming event details, shipping address, ordered hardware, etc.;
        • A walk through of badge creation in Cvent Event Management and the OnArrival software.
      • (3) 1-hour Windows of Support with an Onsite Solutions Project Coordinator over the course of 6 months from the delivery of your Event in a Box. These calls will include:
        • Troubleshooting hardware setup prior to start of registration;
        • The expectation going in to this call is that you have not only finalized your badge template in Cvent, but also that your staff has attempted to set up the Event in the Box prior to this support window.
      • You will have 24/7 access to our Customer Care line.

       Note: Event in a Box orders made within seven (7) days of the requested delivery date are eligible only for windows of support. No onboarding or training will be provided by a dedicated Project Coordinator. For support, you will need to contact the 24/7 Customer Care team at 866-318-4357, option 4. 

       

      How do I get help with my Event in a Box?

      • Refer to our support section above to see which tier fits your order! 
      • Our Customer Care team is available 24/7 to assist with any questions regarding event set up, badge creation, OnArrival questions, or other product functionalities! They can be reached at 866-318-4357, option 1 for Event Management support and Option 4 for Onsite Solutions support.
      • Our Cvent Community is full of articles and videos that can assist with the setup and configuration of your Event in a Box! Click here to access our Event in a Box Encyclopedia! 

      Need more help from Cvent? Click this link for more support numbers and details: https://www.cvent.com/en/contact/cvent-customer-support-hours-and-numbers