Frequently asked questions
This page answers the questions participants ask most often. If your question is about a specific event, check the event page first — some policies, like refunds, are set by the organiser per event.
Account
Section titled “Account”I forgot how to sign in
Section titled “I forgot how to sign in”Sign in with Google again on https://pulse-ucare.my using the same Google account you used when you registered. Your registrations and tickets are connected to that account.
How do I change my profile details
Section titled “How do I change my profile details”Sign in and open your profile from the app. You can update your details there. If the organiser needs different details for a specific event, contact them directly.
I used the wrong Google account
Section titled “I used the wrong Google account”Sign in with the Google account you originally registered with. Your registrations do not move between Google accounts.
Registration & payment
Section titled “Registration & payment”How do I find my registration
Section titled “How do I find my registration”Sign in and look under your dashboard or My registrations. You can also find it from the event page on https://pulse-ucare.my. See Your ticket for how your registration appears as a ticket.
My payment is not confirmed yet
Section titled “My payment is not confirmed yet”If you paid by manual bank transfer, the organiser must confirm the payment before your registration is confirmed. This can take time. If you paid online and the payment still shows as unconfirmed, contact the event organiser.
My registration says “Pending”
Section titled “My registration says “Pending””Some events require organiser approval. Your registration stays Pending until the organiser approves it. Contact the organiser if you have waited longer than the event page says.
My ticket has not arrived
Section titled “My ticket has not arrived”You do not need a separate email — your ticket appears inside your account once your registration is confirmed. Sign in and open the event under My registrations to see it. See Your ticket.
Can I attend without a ticket
Section titled “Can I attend without a ticket”No. Staff scan the QR code on your ticket at check-in, so bring it on your phone or as a printed copy. See Your ticket for how to show it.
What is the refund policy
Section titled “What is the refund policy”Refunds depend on the event, so the event page is the authority. If a refund is available, the organiser handles it. Contact the event organiser with any refund questions.
Tickets & check-in
Section titled “Tickets & check-in”I lost my phone with my ticket on it
Section titled “I lost my phone with my ticket on it”Your ticket is stored in your Pulse account, not on your phone. Sign in from any device with the Google account you registered with and your ticket is there. See Your ticket.
My check-in failed
Section titled “My check-in failed”Ask the event staff at the check-in counter — they can verify your registration manually. Common causes are an unconfirmed payment, a registration still pending approval, or a ticket from an account that does not match your details.
My QR code will not scan
Section titled “My QR code will not scan”Make sure your screen is bright and the full QR code is visible. If it still fails, the staff at check-in can help. Do not use a screenshot of someone else’s ticket — tickets are personal.
Certificates
Section titled “Certificates”My certificate is not available yet
Section titled “My certificate is not available yet”Certificates appear only after the event, and only for participants the organiser marks as eligible. If you attended and see nothing yet, check again later or ask the organiser when certificates are published.
I cannot download my certificate
Section titled “I cannot download my certificate”Open the event in your account and look under the certificates section. If it is missing, the organiser may not have published it yet or may not have marked you as eligible. Contact the organiser. See Download your e-certificate.
I need a corrected certificate
Section titled “I need a corrected certificate”The organiser controls certificate details such as your name. Contact them with the correction — Pulse support cannot change certificate content.
Getting help
Section titled “Getting help”Organiser or Pulse support — who do I contact
Section titled “Organiser or Pulse support — who do I contact”For anything specific to an event — registration, payment, tickets, check-in, certificates or refunds — contact the event organiser first, using the event page or the email in your confirmation. Contact the Pulse office only for problems with the platform itself. See Contact the Pulse office.