Troubleshooting.

The problems that come up on event day, and what to do about them. Ordered roughly by how often they happen.

The camera will not open in the scanner

The browser is blocking it. The camera prompt appears once. If it was dismissed or refused, the site's permissions have to be changed in the browser rather than in the app. In most mobile browsers this is the padlock or settings icon beside the address bar, then camera, then allow, then reload the page.

The page is not on a secure connection. Browsers only give camera access to secure pages. If you are testing on a local address over plain HTTP, the camera will not start.

Another app is holding the camera. Close anything else that uses it, a video call in particular, and reload.

No cameras detected. The scanner will say so plainly. Check the device actually has a working camera by opening the built-in camera app.

A code will not scan

Screen brightness. A dim phone screen behind a smudged protector is the most common cause. Ask the guest to turn brightness up.

Distance and focus. Move the phone slowly toward and away from the code rather than holding it still and hoping.

Try Flip Preview. If the geometry feels wrong, the mirror setting is probably fighting you.

Fall back to the desk. Do not hold a queue for a stubborn code. Find the guest by name on the door desk and check them in by hand.

A scan is refused

Each refusal states its reason. What each one means, and what to do:

"Already been checked in." That ticket has already been used for this session. If the guest insists they have not been in, check the live feed for when and at which terminal the earlier scan happened. Passed-back tickets look exactly like this.

"Not valid for the selected schedule." The guest's tier does not admit them to this session. Usually the right ticket at the wrong session, or a scanner set to the wrong schedule. Check the scanner's schedule setting before assuming the ticket is wrong.

"Check-in is not enabled for this schedule." The schedule's check-in switch is off. Turn it on from the schedules page.

"Guest not found for this event." The code does not belong to this event. Usually a ticket for a different event.

"Guest is archived." The guest was archived. Talk to them, and unarchive them if they should be let in.

Every scan on one device is failing

Check the terminal and schedule selected on that device. A volunteer with the wrong schedule selected produces a stream of "not valid" refusals that look like a platform fault and are a thirty-second fix.

The error rate on the Observer page is where this shows up first, which is a good reason to have someone watching it in the first ten minutes.

Scans are not reaching the server

Look at the connection state in the scanner. Offline or reconnecting means scans are queueing on the device and will sync when the connection returns. That is working as intended.

Sign-in required means the session has expired on that device. Scanning still works and still queues, but nothing syncs until someone signs in on it again.

Before packing up, open each device once with a connection and confirm its queue is empty.

A guest did not get their ticket

1. Check the email address on the guest record. A typo at registration is the single most common cause.
2. Correct it if it is wrong, then use Send PDF on that guest's row.
3. Ask them to check spam and any promotions tab.
4. If the address is a work address behind a strict filter, ask for a personal one and resend.

Remember that a paid registration does not produce a ticket until payment is confirmed. If the guest abandoned checkout, there is no ticket because there is no completed registration.

An import was rejected

The preview flags the reason per row.

"Not enough remaining stock." The tier's stock limit is lower than the number of rows.

A select answer was rejected. The value has to match one of the option values in the fieldset, not the label shown on the form.

A required column is missing. Compare against the sample CSV for that tier. Headers must match exactly.

location_id not recognised, on a schedule import. It takes the numeric id of a saved location, not the venue's name.

I cannot add or edit guests

The event is completed or cancelled. Closed events freeze their guest records so the history stays accurate.

Something I expected to see is missing

Check the team selector at the top of the sidebar. Events, locations and fieldsets all belong to a team, and switching teams switches every list.

I can see it but I cannot change it

Check your role. A member has read-only access. An editor can change events but not the team. See teams and roles.

Still stuck

Get in touch with your event name and, if it is a door problem, the terminal and the time it happened. Those three details are usually enough to find the answer quickly.