At check-in, a QR code is missing, a scan is duplicate, staff do not see the right group, or a walk-in arrives. You handle most of these straight in the Service app (the Attendees list — find by name, check in, add a walk-in) plus the right place type; resending a ticket, showing the QR, or generating a one-time password lives in the web Check-in tool in the admin.
Getting started
Keep both at the entrance: the Service app on a phone or tablet (scanning plus the attendee list) and the web Check-in tool open on a laptop for what the app cannot do.
Details
Typical situations and fixes
The attendee has no QR code. In the Service app, on the Attendees tab, find them by name and Check in them, and print a badge if needed. If they need the ticket resent, the QR shown on screen, or a one-time password for the attendee app, use the web Check-in tool — the app does not have these three yet.
Duplicate scan (already checked in). A place of type Check-in returns an Already checked in warning on the second scan. If repeated scanning makes sense (coat check, bus, zone entry), set that station to Recurring check. For a one-time check (voucher, gift), use One-time check.
Staff do not see the right group. In the check-in setup in the admin, check the selection of groups that should appear after a scan. The group must be created and populated — otherwise staff see the attendee as a regular one, not as VIP or speaker. If the group is set up but only some stations see it, check its place selection: a group limited to specific places does not appear at the others. An empty place selection means every place. Event staff accounts (other than the main administrator) are turned on by customer support.
A walk-in on site. In the Service app, use Add attendee (e-mail, first name, last name, company, job) — once saved, you check them in and print a badge right away. The same is possible in the web Check-in tool (Quickly add a new attendee).
Prevention
An hour before the event, send an E-mail campaign with the QR ticket as a reminder — attendees will have the ticket in the most recent e-mail and the queue gets shorter.
Check the place type setup the day before, not on the morning of the event.
Verify that the printer (Brother QL-820NWB) is paired with the right device and that large badges (80 × 50 mm) are loaded — small badges (70 × 29 mm) cannot print a QR code.
Common pitfalls
The organizer wants to check attendees in for a specific workshop or zone — looking for check-in by session
Check-in by workshop or zone is not a native feature today. It is solved through groups — assign attendees to the workshop's group, set that group to show during scanning (you can limit it to the workshop door alone), and use place type Recurring check. Tying check-in directly to a session or time slot is on the roadmap.
Staff expect to resend the ticket or show the QR in the Service app
The Service app can find, add, and check in an attendee, but it cannot resend the ticket, show the QR on screen, or generate a one-time password. Handle those three in the web Check-in tool — keep it open at the entrance.
A badge prints without a QR code
QR codes only print on large badges (80 × 50 mm). Check the badge format in the printer and the size setting.