Check camera permissions
The door scanner requires access to your device camera to read QR codes. If you see a blank screen or an error when opening the scanner:
- Open your device settings.
- Find Crowdstack in your app permissions list.
- Ensure Camera access is set to 'Allow' or 'While using the app'.
- Return to the door scanner and try again.
If you previously denied permission, your browser may show a small camera icon with a cross in the address bar. Tap it to re-enable access.
Use manual search instead
If the camera will not scan a code, you can check guests in by name or phone number without delay:
- Tap the search bar at the top of the event screen.
- Type the guest's first name, last name or phone number.
- Select the correct guest from the list.
- Tap their name to check them in.
This method works even if lighting is poor, the screen brightness is low or the guest's pass is damaged.
Improve scanning conditions
QR codes may fail to read if the environment interferes with the camera. Try these adjustments:
- Ask the guest to increase their screen brightness to maximum.
- Move to an area with better light if the venue is dark.
- Hold the device steady about 15–20 cm from the guest's screen.
- Clean your camera lens if it appears smudged.
- Remove thick protective cases that might cast shadows over the lens.
Handle offline scenarios
The door scanner continues to work when connectivity is weak or lost. If the network drops while you are scanning:
- The check-in is saved securely on your device.
- A message confirms the operation is queued for sync.
- The guest count updates locally so you can track capacity.
- Data synchronises automatically when connection returns.
You do not need to switch to manual search during brief outages. Continue scanning as normal.
Prevent duplicate entries
If a guest claims their code is not working but you suspect they have already entered:
- Search for their name in the door scanner.
- Check their current status in the list.
- If marked as 'Checked in', no further action is needed.
The system prevents duplicate check-ins automatically. Scanning the same code twice will display the original entry time rather than creating a second record.
When to seek support
Contact your event manager or administrator if:
- Multiple devices fail to scan any codes at the same venue.
- A specific guest's pass shows an error different from 'Already checked in'.
- You cannot search for guests who should appear on the list.
Do not attempt to override security controls or edit audit records manually. All exceptions must be recorded through the official undo function with a stated reason.