16th June 2026

AI

James M: The Momentus Conference was quite AI focused.
James W: The AI responses from the Momentus Support Centre are frustrating as the initial response usually suggests steps that we’ve already tried. You can just reply back saying “not AI” to bypass it and escalate the ticket to an actual member of the support team.

Portals

James W: We’ve reached out to Momentus to let them know that the Exhibitor Portal isn’t up to scratch. They’ve advised that they’re looking to combine the multiple elements (Event Portal, Exhibitor Portal and ESC) into a single portal.
James M: The question is how we successfully lobby to encourage them to develop the ESC first?
James M: We’ve tried out Momentus payments.
Paulina: We tried an online payment and we were able to send links to the customer and the payments were recorded on the system straight away.
James W: With the Momentus payment system, we understand the process with the credit and debit card side of things. But when paying by entering bank details, it showed as BACS Direct Debit and we see these as two different things.
Sarah: I wouldn’t trust a pay by link for large value orders when paying by BACS but this would be useful for smaller value, large volume transactions.
Paulina: We are planning to use this system for customers that pay over the phone.
Niamh: You trialled the system, but did it work for card payments? Did it allocate to the invoices?
Paulina: Yes, it did allocate correctly.

Venue Updates

James M: We have got a new Chief Executive. We’re not on the new package model yet.
Beth: We upgrading to 2026.1 this weekend and are now on the core package model.
Helen: We’re now on the new package model and have recently gone live with Contracts.
We’re stuck on 2025.3 currently due to issues with the API in the Financial system.
Helena:: We’ve got a new Managing Director. We’re not on the new package model yet.
James W: We’ve changed payment portal due to the sunsetting of the previous one.
We’re in the process of standardising views so that users follow standard processes and to avoid multiple views being created that do similar things.
We have been on the new package model since October.
We are developing a custom solution that populates various data points in Momentus.
Ricky: We’re looking at alternative solutions to the ESC.
Looking at using AI agents to analyse various things.
Jane: Recently moved to the Core package.
We are interested in the changes to the Exhibitor Portal.
We’re currently testing the new registration product.
Jo: Have been on the Core package for a few months.
We’re running 2025.3 in Live and 2026.2 in Test currently.
Jodi: Now working for Nicky as well as James M as Gavin has left.
Nicky: Onboarding our new Catering partner (Levy).
James M: We are onboarding Compass currently.
Sarah: F&C operations are now in-house as of January.
We’ve inherited some external systems for hospitality that we’re trying to integrate.
We’re opening a new conference centre shortly.
Went onto the new package model from January, implementation of new modules is slow!
Keith is the new system support but we have Matt Taylor working a few days a week.
We have a new tech director, Richard Harris.
Theresa: I’m leaving the company in September but will still be working as a consultant.
Not moved to new packages yet as on a 5 year deal, can only move to Pro as we use full financials.
Robin: Working with Tickett on API connection with Prospect2 Deals.
Looking at digital signage, working with Tripleplay.
Moved over to the new packages. Biggest benefit is the unlimited licenses.

Licensing, Packages and Implementation

James M: How many people are on the new package model (show of hands)? - 10
James W: We had a smooth transition, the concern I did have was once we had signed the package. If there were additional packages that we didn’t have previously, they weren’t implemented by default standard and we received an email asking if we wanted them implemented. Seems like there was some resistance from Momentus to do this.
Robin: Thanks to James, we recently asked Momentus to implement these new packages because I think if they are not done within a year of signing, they will charge us for the implementation (implementation fees are waived in the first 12 months).
James M: The 12 month waiver was a deal if you went early, otherwise you pay 50% of the implementation cost. I am concerned that if we all go over, then will Momentus have the resources to set all of us up in the first 12 months.
James M: Who do you work with? We worked with Minka.
Robin: Celiane, actually that’s not right I will get the name.
Beth: We moved to the cloud package and signed up to that from Jan 2026. Our experience was that we had to chase up in Feb and were then assigned an implementation team in March, but these implementations are quite tight with regards to timeframe.
Robin: We got 30 hours worth of time with Services Direct when we re-signed.
James M: If we don’t use the hours in the year we lose them. We were forced to have the hours as we got them due to dropping another service.
Theresa: Are there ones using the hours getting value for service?
Helena: What are the options for the upgrade because we are being told we need the middle package?
James M: Whatever happens, we have no choice and we will all have to go over at some point.
James W: Mobile Work Orders, when they work, are a really good add-on. We do have WiFi issues which are causing us issues with this and we currently have a project to resolve this.

Performance Issues Related to Dashboards/Upgrades

Matt: There’s something in the 2026.2 release notes regarding this.
James M: Users lost access to purchase orders after an upgrade.
Beth: There were issues with the Event Order confirmation report, where it was pulling the wrong date.
Andrew: We had the same thing but apparently it was fixed last week.
Theresa: We applied a patch to fix the role issue. We then had a new issue from that patch where the bill-to couldn’t be updated. We’re going to have to patch again to fix this.
James W: Is anyone else having issues with email? As of Friday morning, we are seeing that they are not being received internally or externally.
Robin: We are having the same issue, with Activity notification emails not working too.
James W: Momentus said we need to talk to our security provider but we don’t think it’s down to them.
Robin: Momentus have advised it is a bug and is with the Development team.
James M: We have a separate issue that the emails are being received but the attachments are not always attached. It works 98% of the time though, so it will be very hard to fix.

Use of AI agents for Momentus Support Tickets

James W: We have been finding that they are good, but I usually evaluate tickets.
Ricky: We have been using it to rewrite user guides and it works well.
James W: Has anyone had any feedback on Technical support?
Theresa: I am not impressed with the AI responses. I usually write “not AI” but didn’t this time and it said it could not access the provided recording and asked for screenshot. I ended up asking for it to be escalated.
Jodi: There needs to be a way to bypass AI, like #notai.
Jim: What I think it is good at is combing through the Support Centre and other resources and finding relevant related articles. Sometimes when you’re searching manually, you can miss results depending on the terms that you’re searching for.
Jodi: The AI gives different results depending on where you use it. For example, the Momentus Chat on the Support Centre vs AskMo.
Matt: Does anyone have visibility of the way this is working? Is it learning?
Jodi: It looks like it is now learning, where it wasn’t before.

Data Sharing Between Venues

Jodi: I doubt there will be much take-up for this anyway.

Updates on Previously Raised Issues

James M: What happens with Momentus data backups in case of cyber attacks etc? Mark/David were looking into this. Momentus Trust Centre was mentioned?

Miscellaneous

Louise:: Has anyone been able to implement multi year contracts?
Jo: We have to use a contract for each event per year.
Sarah: We do it slightly differently by using an appendix that details the future dates and rates.
Jodi: Has anyone implemented the new changelog and if so, how are you getting on with it?
James W: We use it.

Next In-person Meeting

James M: We are looking at having the next meeting autumn and this will be in person. We have a volunteer (not on the call today) that said they could host in Oct/Nov. Sarah: I do think it is time we hosted but it would mean it being in London again.
James M: If anyone wants to have a chat afterward, so they don’t offer their centre without discussing.
James M: Are we going to follow the same format as last time, so that the consultants can attend?
James W: I am happy with the format.
Jodi: I think Momentus have changed their approach as myself and Matt are now partners.
Sarah: Why don’t we see what myself and David can offer and then we have a vote or something?