Troubleshooting
What each rejection at the door means, and the fix that actually works
Most door problems are one of a dozen known results. The scanner tells you which one, and the fix is usually a setting, a missing form, or the wrong desk. This page maps each message to its cause and to the action that resolves it.
First, read the result code
The scanner keeps a record of every attempt. Open the session page and check recent scans before changing anything; the attempt shows the time, the operator, and the result. The full result list, with what each one means, is on the Check-in page.
Already Checked In
This is the expected result for a duplicate. The overlay shows when the person entered and, when known, which operator admitted them.
Compare the name and Pass on the overlay with the person in front of you.
The arrival is already recorded. Scanning again changes nothing.
A shared screenshot is the usual cause. Do not create a second admission at the same session to work around it.
If the venue has two real doors, create two sessions. One session can only hold one arrival per person.
Invalid QR
The code failed its signature or its version. Common causes:
- The person claimed the place, which bumped the QR version.
- The person was removed and replaced.
- The code came from another system, or was edited.
- The pass page is stale in the browser.
Ask them to reopen their Participant page and show the QR again. If it still fails, search by email or phone instead.
Not Found
A typed search found no Participant this session admits. Check the spelling, then try a different field: email is usually the most reliable, then phone, then name.
An unnamed team place has nothing to search. Ask the team captain or the buyer to complete the place first; the name is required before a QR appears.
Multiple Matches
The typed details match more than one person. The scanner lists each candidate with their Pass. Pick the right one; nothing is admitted until you do.
If the list is long, search by email rather than a common name.
Requirements Pending
A person can hold a valid, paid Pass and still be refused. The result covers four different gaps:
| Gap | Fix |
|---|---|
| Approval is not approved | Approve the Registration, then rescan |
| The Registration form is not submitted | Ask the buyer to finish it |
| The personal form is not submitted, or the name is empty | Ask the Participant to finish their page |
| A hard check-in Requirement is unmet | Fix the condition, such as an expired affiliation or a missing sign-in |
| The Participant has no Account | Ask them to claim their place, then rescan |
There is no door override for this result. The check exists so an unpaid condition cannot be walked past.
Approval and form completion are different
An approved entry can still be refused because its personal form is empty. Approval says the organizer accepted the entry; it does not complete the person's details.
Registration Cancelled
Two different things produce this message:
- The Registration was cancelled.
- The Participant was removed, including by a replacement.
Open the Registration. If the entry is cancelled, the person needs a new Registration or a switched one; a refund is a separate decision. If the person was replaced, the old QR is dead and the new person must present theirs.
If you must admit someone whose entry was cancelled, create or switch the entry first. Do not expect a scan to override it.
Pass Not Accepted and Pass Cancelled
Pass Not Accepted means the person is fine but this desk does not admit their Pass. Check the session's accepted Passes. If the Pass should be admitted here, add it to the session; the change applies to later scans.
Pass Cancelled means the Pass itself was cancelled. The person cannot enter on it anywhere. Switch them to a valid Pass or handle it at the help desk.
The interface also carries a "Wrong Event" label, but the server does not currently return that code. A pass from the wrong Event surfaces as Pass Not Accepted or Not Found.
Not Open Yet, Paused, and Closed
| Message | Fix |
|---|---|
| Not Open Yet | Wait, or change the session's opening time |
| Paused | Set the session active again from its detail page |
| Closed | The closing time has passed; extend the window or use another session |
The scanner refreshes the session every 15 seconds. If you just changed the state, wait for the refresh or reopen the scanner.
No Accepted Pass
This appears when an Account QR resolves to no Participant this session admits.
- The person may hold only Passes this desk does not accept.
- The Pass may belong to an Event this session does not cover.
- The person may have no confirmed place at all.
Ask for their Participant page or search by name to see what they actually hold.
Camera problems
Blocked access, a camera used by another app, or a browser without QR support all leave manual entry available. Open the page on HTTPS, allow camera access, then retry. Manual entry records the same CheckIn with the manual method.
Offline and API down
The scanner pauses when the device is offline and when the server cannot be reached. Keep the page open and restore the connection; there is no offline queue. A paper list is not a CheckIn.
"I admitted the wrong person"
There is no undo, and the log is the audit trail.
- Note the mistake in your incident notes.
- The correct person is still admissible; scan them at the same session.
- Do not create a second session just to produce a second scan.
Numbers do not match
Admissible counts people this session could admit; checked in counts arrivals at this session. A person admitted at the main gate does not count at the workshop desk, and a removed Participant keeps their old arrival. Old traffic drops out after 180 days, but attendance comes from domain records and remains.
Related
- Check-in — the full scan path and result list
- Credentials — why an old QR stops working
- Approvals — the seven-day decision window
- Participants — removal and replacement