Special cases at the door

Most guests arrive at the door with their QR code ready on their phone — you just scan and admit them. However, there will be situations that need manual handling: a guest forgot their ticket, ran out of battery, scanned twice by mistake, or the event runs in self-service kiosk mode. This page walks you through each case.

The “No Ticket” button — manual lookup

When a guest arrives without a QR code (forgot the ticket, dead phone, lost the email), you don’t need to turn them away. Use the No Ticket button on the Scanner screen to look up the guest by name or email.

1. Tap the “No Ticket” button on the Scanner home screen. The search dialog opens.

2. Type the guest’s name or email into the search box. The system searches the current event’s ticket list.

3. Pick the right guest from the results. Each row shows the guest’s tier badge (the organizer’s tier name on the tier’s own color), their party size, and chips with their custom-question answers (company, table, employee of, …) — so guests who share a name can be told apart at a glance. Companion rows are never listed: blank-name companions are hidden, and on walk-in events companions are admitted together with the primary, so there is no separate ticket to look up.

4. Confirm the manual check-in — a deliberate two-step confirm on the row itself: the first tap on Check In arms the button (it turns green with confirmation wording, and an X beside it disarms it), and the second tap commits. This prevents a mis-tap from checking in the wrong guest in a list of near-identical names.

5. Read the result on screen — the standard result card: green if the ticket is still valid, red if it has expired or been revoked.

Note

Manual lookup only succeeds when the guest has an active ticket in the system. If the guest never registered or their ticket was revoked, you cannot check them in — direct them to the organizer.

Duplicate scan — guest already checked in

A guest may accidentally present their QR code a second time (stepped out and came back, or mixed up with a family member’s ticket). How the system handles this depends on whether the event has check-out enabled.

Event does NOT enable check-out (single entry)

When you re-scan a ticket that’s already checked in, the screen turns yellow with state “Already checked in”:

• Message: the guest is already checked in.
• Shows the previous check-in time and door so you can verify.
• You do not admit the guest again (unless event policy allows).

Note

On walk-in companion events, a re-scan of a fully admitted party reports the whole party total (ticket holder plus companions) — the same number the party’s first scan showed — instead of collapsing to the single ticket.

Tip

If this looks like a real mistake (the guest never actually entered but their ticket was scanned in error by another staff member), notify the organizer. The organizer can undo the check-in from the admin dashboard.

Event HAS check-out enabled (re-entry allowed)

When the event has check-out enabled, scanning a currently-checked-in guest’s ticket automatically checks them out. The screen turns blue with state “Auto checked out (re-entry)”:

• First scan: check-in (green).
• Second scan: check-out (blue) — the guest leaves the event.
• Third scan: check-in again (green) — the guest re-enters.

This pattern suits multi-day events or fairs where guests come and go freely during the day.

Note

The flip side — when you actively check a guest out at a dedicated exit door — is a separate action and is covered in detail on the Scan a guest ticket page. For the full re-entry and check-out policy (the check-out window, the two ways a guest can leave, and the reasons a check-out may be blocked), see the Re-entry and check-out reference page.

Kiosk self-service mode

Some events deploy kiosk mode — guests scan their own tickets without staff assistance. Kiosks are typically placed at the entrance with a camera aimed at the presentation area.

1. The guest approaches the kiosk and presents their QR code (on a phone or printed paper) to the camera area.

2. The kiosk scans and validates the ticket using the same rules as the manual Scanner: QR, door, capacity, ticket tier.

3. The screen shows the result — green to admit, red to reject, with brief instructions for the guest.

4. The guest enters when they see the green screen. No staff member needs to be stationed at the kiosk.

Caution

Kiosk mode has no “No Ticket” button because there is no staff member to run a lookup. If a guest has trouble at the kiosk (lost ticket, invalid QR), station a support person nearby to handle it manually.

Kiosk configuration lets the organizer set the idle timeout and choose the input mode (camera or keyboard). When idle too long, the kiosk returns to its ready screen for the next guest.

Tip

For full details on how to turn kiosk mode on, the complete set of configuration options (success and error display durations, sound feedback on or off, hiding the exit door, and input source), and what to do when a kiosk needs attention, see the dedicated Kiosk mode page.

Quick handling summary

Situation	Screen	Your action
Guest has no ticket	—	Tap “No Ticket”, search by name/email, check in manually
Duplicate scan (no check-out)	Yellow — Already checked in	Don’t admit; notify organizer if you suspect an error
Duplicate scan (check-out on)	Blue — Auto checked out (re-entry)	Let the guest leave; next scan re-admits
Kiosk can’t read ticket	Red	Direct guest to nearby support staff

Scan states

See the full meaning of the 14 color states on the Scanner screen and how to handle each one.

Offline scanning

Understand how the Scanner queues check-ins when the network drops and auto-syncs on reconnect.

Event Check-in overview

Back to the overview for the two roles and the full check-in journey.

Full scan states reference