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Introduction
When a QR code won't scan or the scanner shows invalid ticket, duplicate scan, or already checked in, the cause is usually device glare, a screenshot instead of live My Tix, or a ticket that was already used. This guide helps check-in agents and Sub-Admins resolve scan failures quickly at the door.
Objectives
After reading this article, you will be able to:
- Fix common QR won't scan problems
- Handle duplicate scan and already checked in results
- Escalate to manual check-in when needed
Prerequisites
- Scan tickets at the door
- Attendees use My Tix for QR codes
Video tutorial
YouTube embed placeholder — replace with a published video ID in Stage 5.
Steps
Step 1: Fix QR won't scan (device issues)
- Ask the attendee to open live My Tix — not a screenshot or email attachment unless organizer policy allows it.
- Increase screen brightness to maximum.
- Clean the phone screen and remove glare by tilting the device.
- Retry the scan from 6–12 inches away.
If the QR code still won't scan, proceed to manual check-in.
Step 2: Resolve invalid ticket errors
| Error | Likely cause | Fix |
|---|---|---|
| Invalid | Wrong event, cancelled, or refunded ticket | Confirm event name in My Tix; check missing ticket |
| Not found | Ticket on different account | Attendee signs in to purchase account |
| Expired | Event ended or ticket voided | Contact Sub-Admin |
Step 3: Handle duplicate scan / already checked in
- Read the scanner message — already checked in means this ticket was scanned earlier.
- Ask for photo ID if re-entry is disputed.
- Check the live attendance dashboard for the original check-in time.
- Deny re-entry per organizer policy if the guest already entered.
Step 4: Use manual check-in
When scanning cannot be resolved in under one minute:
- Open Manual check-in in the agent tool.
- Search by attendee name or email.
- Check in the guest manually after verifying identity.
- Note the reason for audit (for example, QR won't scan).
Step 5: Escalate to Sub-Admin
Contact the on-site Sub-Admin when:
- Manual lookup returns attendee not found
- Multiple guests report invalid tickets for the same event
- Scanner hardware fails for all tickets
Troubleshooting
| Problem | Likely cause | Solution |
|---|---|---|
| QR won't scan | Screenshot or low brightness | Live My Tix at full brightness |
| Invalid QR | Wrong or cancelled ticket | Verify event and account |
| Duplicate scan | Re-entry attempt | Check ID; deny per policy |
| All scans fail | Wrong event selected | Agent reopens correct event |
Frequently Asked Questions
Can attendees use printed QR codes?
Organizer policy varies. Live My Tix is preferred because cancelled tickets update in the app.
Why does a valid ticket show already checked in?
Someone already scanned that ticket. Each QR admits one entry unless the organizer issues a replacement.
Where does Sub-Admin see scan errors?
On the live attendance dashboard and in the post-event check-in log.
Related articles
Next steps
Return to scan tickets at the door after resolving the issue.
Release notes
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