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 your browser in the 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
Camera scanning uses the browser's native QR detector when available. Guest search remains the supported fallback on devices without native QR detection or when camera permission is denied:
- Tap the search bar at the top of the event screen.
- Type at least two characters of 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 with a unique operation ID.
- 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. Guest names and contact data are never written to the offline operation queue for security.
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. One active check-in is permitted per guest-list entry.
Correcting mistakes
An incorrect check-in can be undone only with a reason. The original record remains, marked void, and an append-only audit entry records the action. Do not attempt to override security controls or edit audit records manually.
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.
All exceptions must be recorded through the official undo function with a stated reason.