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 US/Canada purchased boxes, we include a router and a modem but you will be responsible for purchasing the 4G LTE SIM card and inserting it into your modem. Our modem is compatible with T-mobile or AT&T, not Verizon. For European purchased boxes, we include a router with sim card slot but you will be responsible for purchasing the 4G LTE SIM card and inserting it into the router. The European router is compatible with three.co.uk sim.
  • For both rental and purchased boxes, instead of using SIM, you can also secure a hardwired ethernet connection from your venue and connect that to your router.
  • NOTE: Event in a Box LITE rentals come with cellular iPads and would not need a router. Cellular iPads are with active 4G LTE SIM cards and can also be connected to local wifi at the venue or your phone's hotspot connection. 
    • Currently EIB LITE is available in the United States and Europe only.

What is the duration of 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 ordered to confirm that we have 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 automated email with your order tracking information that you can use to track your order movement.

What is the recommended size for the SIM card to be used in a purchased Event in a Box?

  • We recommend you to purchase a 4G LTE SIM card and the size of the SIM card should be Mini.

    What happens if something gets damaged or lost?

    • Unfortunately, we are 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 your 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 return 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.

    How is a European Event in a Box different from the US Event in a Box? Can I use my US purchased Event in a Box in a different country outside of the US? 

    • For both, Printers and iPads are the same. You will have to buy your own International adapters.

    • European EIB has a router with a SIM card slot and does NOT have a modem.

      • International SIM cards might not be compatible with this router.
      • You can buy either a local SIM card or activate roaming for an International SIM card usage. Please ensure the size of the SIM card is Mini.
      • Hardwired internet connection will work with this router. Please ensure you talk to the venue and procure a hardwired internet connection.
    • US EIB has a router without SIM card slot and includes a NetGear modem.

      • International SIM cards might be compatible with this modem and router
      • Hardwired internet connection will work with this router. Please ensure you talk to the venue and procure a hardwired internet connection 

    Badge Stock Options

    • All Event in a Box's include your choice of either single-sided or double-sided blank direct thermal 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:
        • For US/Canada, please contact our preferred vendor PC/Nametag at referral@pcnametag.com and include “Cvent - Event in a Box Badge Stock Request” in the email subject line or directly place an order on their website.
        • For other countries, please 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 are 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 recommended 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 Cvent customer support before, during, and after your event.

    Note: Event in a Box orders made within seven (7) days of the requested delivery date are eligible only for one (1) hour of window of support. No onboarding or training will be provided by a dedicated Project Coordinator.

    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 Cvent customer support before, during, and after your event.

    What support do I receive with my Session Scanner rental?

    If your Rental Session Scanner 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, training on session scanner 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 scanners prior to this support window.
    • You will have 24/7 access to Cvent customer support before, during, and after your event.

    If your Rental Session Scanner is ordered less than 7 days before it's delivery date, you are eligible only for one hour window of support. No onboarding or training will be provided by a dedicated Project Coordinator.

    How can I rent a Credit Card reader?

    • Currently, we are only selling Credit Card readers which you can keep with you and use for multiple events. Please click here to purchase a Credit Card Reader.
    • The product might be restricted in International countries. Please contact your Account Manager for additional details and shipping costs.

    How can I purchase a Session Scanner?

    • Currently, we are only renting Session Scanners which you can order by clicking here.
    • The product might be restricted in International countries. Please contact your Account Manager for additional details and shipping costs.

    How can I purchase Event in a Box Lite?

    • Currently, we are only renting Event in a Box Lite which you can order by clicking here.
    • The product might be restricted in International countries. Please contact your Account Manager for additional details and shipping costs.

    How can I manage multiple boxes or orders for multiple events for the same time period?

    • We recommend you to place different orders for events on different dates so each order is specific to each location and tracking link is provided for individual shipments.
    • Please email us at eiblogistics@cvent.com if there are any questions with your order number and request. Please expect a response within 24 hours. 

    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 Cvent Customer Support team is available 24/7 to assist with any questions regarding event set up, badge creation, OnArrival questions, or other product functionalities! 
    • 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! 
    • For EIB specific questions, please write to us at eiblogistics@cvent.com and expect a response within 24 hours.

    How can I cancel or modify my Event in a Box order?

    • Please email us at eiblogistics@cvent.com with your order number and request. Please expect a response within 24 hours. 

    Where can I read more about Event in a Box?

     

    Need more help from Cvent? Click here for more support numbers and details.