A pass won't scan at the door

Search Guest list by name before anything else. The usual cause is that they are holding the wrong thing — a calendar invite, a reminder email, last year’s pass — rather than that their registration is missing.

If they genuinely are not on the list and should be, check them in from the guest list if they appear there, or add them to the event afterwards. Do not keep rescanning; the code is not going to start working.

A real pass for a different event. The scanner names the guest, so you can tell them which one they are holding — usually somebody with two events in the same week showing the wrong ticket.

Ask them to open My events and pick today’s.

They are registered for the series but not this section — or the scanner is scoped to a section they are not in.

Check the session chip at the top first. If it is set to one section and you meant to cover the whole event, switch it to Whole event and rescan. If the scope is right, they genuinely did not sign up for this one.

Their place was withdrawn at some point. Check in anyway exists for exactly this: somebody cancelled in error, or who was told they could come after all.

Use it deliberately rather than reflexively — on a full event, letting a cancelled guest in puts you over capacity.

Cracked screens, low brightness and screen protectors all defeat a scan. Ask them to turn the brightness up, which fixes it more often than anything else.

Failing that, use Guest list and check them in by name. It takes the same few seconds and the record is identical.

That is the network rather than the pass. If the app is showing Checked in · offline, everything is fine — keep going, and it will sync.

If it is failing outright, the guest list was probably never loaded. Reopen the scanner somewhere with signal before returning to the door.