Help / Entry staff
Scan errors and repeat scans
Handle uncertain or rejected entry checks safely.
A repeat scan must not be treated as a new valid admission. Follow the event supervisor’s exception process.
Already checked in
Where buyer refund processing is activated, a processing fence makes the ticket unavailable for admission. A pending request alone is not a completed refund, and an unavailable code needs review rather than repeated admission attempts.
Read the existing check-in state and ask the supervisor to resolve the situation. Do not erase or bypass that result just to let another person use the same code.
Invalid or wrong event
Verify that you opened the intended event and that the attendee is presenting that event’s ticket. Use authorized attendee lookup if needed; do not photograph or publish the code.
Camera unavailable
Allow camera access if appropriate for the device, or use ticket-code entry. Keep the same event and read the returned server result.
Timeout or connection error
An attempted check-in is not confirmed. Stop rapid retries, inspect current state and escalate when you cannot determine the outcome.
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