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Reporting an Issue at a Virtual Fair

Tawnya
  • Updated

Virtual Fair participants are able to report technical issues and fraudulent, spam, or other inappropriate activity directly from Handshake, on web or the Handshake app. 

This reporting will provide a fast and easy way to report issues, and it will provide key info to us for faster triage and resolution. We’ll be able to monitor issues across multiple schools or users if needed.

 

Reporting a technical issue

In any session you’ll be able to report what kind of technical issue came up and add more detail if needed:  

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Once reported, it’ll immediately be directed to our team for review and followup. We’ll also use these reports to make continuous improvements to the product. 

We also want to call out our scope - Handshake Support can fix Handshake product, however, we won’t be able to assist with non-Handshake areas (internet connection, device, browser, camera, mic), and sometimes we’ll need to work directly with our video/chat provider on video, audio, and chat issues. 

If there are widespread technical issues we will post to our status page and in the product.

 

Reporting a Trust & Safety issue

Participants can report any user or message (including the host) for fraudulent, spam, or other inappropriate activity. 

When a user is reported, the session host will receive a notification, and hosts can decide whether to remove the participant from the meeting.

Trust and safety issues can be reported on web or mobile.

Hosts and participants will have additional controls to ensure a safe experience: 

  • Hosts and attendees will all need to have Handshake accounts and be on the participants (registration/attendee list) to access your fair. So if someone doesn’t have either of those they can’t access your fair or sessions
  • Participants can turn video on/off and leave sessions at any time, and hosts can also turn video on/off and end sessions at any time. Once the host has ended the meeting and the scheduled start time has passed, the meeting cannot be re-started.
  • Participants or hosts can’t edit participant names in sessions.
  • Hosts can mute or remove participants from a session and once removed they can’t rejoin
  • Group and 1:1 sessions will be encrypted via DTLS/SRTP protocol.

Report User from desktop

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Report User from mobile

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FAQs

What are examples of fraud, spam, and harassment? 

  • The term “fraudulent employer” can take on many different meanings.
    • Sometimes, it means that the company was made-up and has no legitimacy.
    • Other times, the company is real and the Handshake user is pretending to be affiliated with a legitimate organization. (We did recently launch a new sign-in alert if an employer account was logged into from a new device or location). If these employers are able to get access to your schools, they can post jobs, message students, and potentially scam the very people you are trying to help and protect.
  • Fraud can include a fake or impersonating employer posting scammy jobs or messages to collect more sensitive information or money.
  • Spam can include irrelevant or incessant content, and harassment can include inappropriate content shared or activity that abuses, offends, or harms others. 

 

We also have the following resources on trust and safety:

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