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. You handle most cases right in the Service app — on the Attendees tab, find them by name and check them in, or register a walk-in with Add attendee. You need the web Check-in tool only for what the app cannot do: resend the ticket, show the QR on screen, or generate a one-time password.
At the main station with the Service app you can check in an attendee without a QR too — find them on the Attendees tab by name, or add them as a walk-in.
Keep a side station with the Check-in tool open (a laptop), off to the side, for cases that need a ticket resent, the QR shown, or a one-time password.
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 Service app, on the Attendees tab, search the attendee by first or last name:
Find and check in — open their Attendee Detail and tap Check in, and print a badge if needed (Print badge). The fastest route when they are on the list.
Add a walk-in — if they are not on the list, register them with Add attendee (e-mail, first name, last name, company, job). Once saved, you check them in and print a badge.
If the attendee needs the ticket resent, the QR shown on screen, or a one-time password for the attendee app, move to the station with the Check-in tool — the app does not have these three. Write what you resolved in the Note ("resend e-mail 9:42") to help with after-event review.
The main station with the Service app can find, add, and check in, so most people without a QR pass through right away. Only cases that need the Check-in tool (resend / QR / password) slow you down:
Physically separate the stations. The side station with the Check-in tool stands off to the side, not on the main queue.
Send the attendee to the main queue after resolving their case, with the cue that the ticket is now on their phone.
If the event runs paid tickets, verify with the organizer in advance whether a manually added walk-in 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 an hour before doors open), send an E-mail campaign with the message "see you today — here is your ticket". In the campaign: targeting Attending, a PDF ticket with the QR attached, and a send time in the morning (so the e-mail sits at the top of the inbox). Details in Communication flow on the event day.
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. For those three, keep a laptop with the Check-in tool at the entrance. If staff do not have their own admin access, sort it out with customer support in advance.
The Add attendee form in the Service app starts with the e-mail field. If a walk-in has no e-mail, or you would rather not enter one, it is quicker to add them in the web Check-in tool with Quickly add a new attendee — that needs only first and last name.
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 in the queue.
Search by first and last name primarily, with e-mail as fallback — both in Search in the app and in the Check-in tool. Many attendees cannot remember the exact e-mail they used at registration (personal vs work). The name is more reliable.
