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Introduction
On event day, check-in agents validate admission by scanning QR codes from attendee My Tix tickets. When a QR code will not scan or an attendee is not found, agents and Sub-Admins can use manual check-in to look up the guest by name or email.
Objectives
After reading this article, you will be able to:
- Scan tickets with the Trepy check-in tool
- Confirm valid entry and handle duplicate scans
- Check in an attendee manually when QR scanning fails
Prerequisites
- Check-in agent quick start
- Attendees should open My Tix before reaching the door
Video tutorial
YouTube embed placeholder — replace with a published video ID in Stage 5.
Steps
Step 1: Open the scanner
- Sign in and open your Check-in Agent workspace.
- Select today’s event.
- Open Scan or Check-in.
Step 2: Scan the attendee QR code
- Ask the attendee to open My Tix and display the ticket QR code.
- Hold the device steady and scan the code.
- Read the on-screen result:
| Result | Meaning | Action |
|---|---|---|
| Valid | First check-in for this ticket | Admit the attendee |
| Already checked in | Duplicate scan | Follow organizer policy; see QR scan failures |
| Invalid | Ticket not recognized | Try manual lookup or escalate |
Step 3: Manual check-in when QR scanning fails
Use manual check-in when the attendee cannot display a QR code or the scanner returns attendee not found.
- Open Manual check-in, Lookup, or Search attendees in the check-in tool.
- Search by attendee name, email, or order confirmation.
- Select the correct ticket from the results.
- Tap Check in and confirm admission.
Step 4: Escalate unresolved tickets
If you cannot find the ticket:
- Ask the attendee to refresh My Tix or sign in with the account used at checkout.
- Direct them to missing tickets troubleshooting if payment succeeded but no ticket appears.
- Contact the on-site Sub-Admin for override decisions.
Best practices
Troubleshooting
| Problem | Likely cause | Solution |
|---|---|---|
| QR won't scan | Glare, low brightness, cracked screen | Brighten screen; try manual check-in |
| Attendee not found | Wrong account or name typo | Search by email; confirm checkout account |
| Already checked in | Guest re-entering | Check ID; deny re-entry per policy |
| No manual search option | Wrong workspace | Sub-Admin must assign check-in agent role |
Frequently Asked Questions
What do attendees show at the door?
A QR code from My Tix for each ticket.
Can Sub-Admins scan tickets too?
Yes. Sub-Admins and check-in agents use the same scanning and manual check-in tools on event day.
What if the attendee bought tickets for a group?
Each ticket has its own QR code. Scan or manually check in each guest.
Related articles
Next steps
Sub-Admins can view live attendance during the event and review attendance after the event.
Release notes
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