An attendee arrives at the entrance without a QR code (did not install the app, deleted the e-mail, has no signal) and the queue starts to grow. The fix is in the Check-in tool — the web tool in the event admin that staff keep open on a laptop next to the entrance. They search the attendee, resend the ticket, or display the QR right on the screen. When several such cases arrive at once, they have to be handled at a side station next to the main queue — otherwise the main queue stalls.
Set up two stations at the entrance: the main station for people with a QR (Service app + badge printer) and a side station for problem cases (a laptop with the Check-in tool open).
The staff member at the side station needs access to the event admin. If they do not have an account, contact customer support in advance — staff accounts are enabled by support, not by the organizer.
One hour before doors open, send an E-mail campaign with the QR ticket. Most people will then have the ticket on top of the inbox instead of digging through week-old e-mails.
In the Check-in tool, search the attendee by first name or last name. The attendee's card offers four ways to resolve the situation:
Show the QR on screen — the fastest. The staff member turns the monitor / tablet around and the main station scans it the same way as from a phone.
Resend the Confirmation e-mail — if the attendee has access to e-mail on the spot (signal, data roaming), the ticket arrives in seconds.
Generate a one-time password for the attendee app — if the app is installed but the attendee never signed in. They enter the password, open the tickets section, and the staff member scans the QR off the display.
Add the attendee manually (if they are not in the list) — first name and last name are required, the rest is optional. Once saved, a QR is generated and the badge is printed.
Bonus: write a short note in the Check-in tool ("resend e-mail 9:42") — it helps with after-event review.
Once the queue of people without a QR is more than 2–3, a single staff member working through them one by one blocks the main station. The procedure:
Physically separate the stations. The side station with the Check-in tool stands off to the side of the main queue, not on it. People with a QR walk straight through without waiting.
Use the fast scan after resolution. As soon as the staff member resolves the ticket (shows the QR / sends the e-mail), they send the attendee to the main queue with the cue "go ahead, the ticket is now on your phone."
Have Quick add ready for people not on the list. If the event runs paid tickets, verify with the organizer in advance whether a manually added attendee is acceptable, or whether they must go through invoicing separately.
Most cases get caught by a preventive e-mail. The morning of the event (typically T−1 h before doors open), send an E-mail campaign with the message "see you today — here is your ticket". In the campaign:
Targeting: Attending.
Attachment: PDF ticket with the QR code (enable in the campaign settings).
Scheduled send time: in the morning before the event, not too early (so the e-mail sits at the top of the inbox when the attendee leaves).
Details in Communication flow on the event day.
The Service app only scans QRs and prints badges — it does not have search, resend, or add functions. The side station for problem cases needs admin access to the event, which opens the web Check-in tool. If the staff member does not have their own account, sort that out with customer support in advance.
A one-time password works only when the app is already installed. If the attendee does not have it, it is faster to show the QR right in the Check-in tool or resend the e-mail than to send them to install the app while standing in the queue.
If you only have one printer, the side station shares it with the main one. At peak time it is enough for the staff member to check in the manually added attendee without a printed badge, and print the badge later. The ticket matters more than the label.
In the Check-in tool, search by first name and last name primarily, with e-mail as fallback. Many attendees cannot remember the exact e-mail address they used at registration (personal vs work). The name is more reliable.
