Troubleshooting common issues

Scanner isn’t reading QR codes

• Hold steady — hold the camera 6–8 inches from the QR code.
• Lighting — use the torch button in dim environments.
• Clean the screen — smudges on the guest’s phone can block the code.
• Try manual — switch to search mode and look up the guest by name or email.

Guest says they didn’t get their QR email

1. Check they’re on the guest list from Attendees.
2. Verify their email address is correct.
3. Send a single QR email from Emails → send to that guest.
4. Alternatively, the guest can use the public invite link if one was set up.

Import shows errors

• UTF-8 encoding — save your CSV as UTF-8 (Google Sheets: File → Download → CSV).
• Email column — must be mapped before import works.
• Duplicates — the system skips duplicate emails in Merge mode. Check if the guest is already in the list.

Offline queue not syncing

• Pending count visible? — if yes, scans are queued and will upload when connectivity returns.
• Check internet — the device needs to reconnect to the network. Sync happens automatically within seconds of reconnection.
• Force sync — toggle airplane mode off/on to trigger a reconnection attempt.

Guest already checked in (amber/yellow)

This is expected if the guest scanned at another door or a staff member checked them in manually. The amber alert prevents double entry. If this is an error, you can undo the check-in from the Attendees detail panel.

Still stuck?

Use the in-app help assistant — click the chat button in the bottom-right of the admin dashboard and describe your issue. We typically reply within minutes.

• Check-in basics
• Importing guests