My attendees tickets aren't scanning

During an event, if you are receiving errors when trying to scan your attendees' tickets, please reason for learn the most common reasons for this.

Note: It's considered best practice to sync your scanning devices with all attendees before your event takes place whilst still on a reliable internet connection. 

To do this, just launch the Access Control Pro app and the app will download all attendee data to the device. This is complete when the number of attendees in the app matches the number of attendees in the event dashboard in Admin.

"Invalid Scan" Error Message

When faced with this error, scanning a ticket results in a red screen with text that reads "Invalid Scan". This can be caused by a series of circumstances, for example:

Refunded ticket - If a ticket has been refunded, it means that it is no longer valid for entry into the event. Due to this, the "Invalid Scan" error message. 

It is quick and easy to establish if this is the cause, as searching for the customer's order using their email, order ID or barcode in the admin under "Sales & Reports > Orders" will show if the ticket has been refunded or not.

Ticket/order not downloaded on the device - In this instance, the above error appears as the scanning device has not downloaded the order/ticket, typically due to intermittent wifi connection.

To avoid this, we always recommend ensuring that the device has downloaded the full list of attendees before scanning starts. As mentioned above, just launch the Access Control Pro app and the app will download all attendee data to the device. 

Again, this is complete when the number of attendees in the app matches the number of attendees in the event dashboard in Admin. 

QR code data does not belong to a ticket - This above error is also triggered if a QR code with data does not belong to the system.

The easiest way to establish if this is the cause is to look up the customer's order in the admin site under "Sales & Reports > Orders" to establish if a valid order exists

"Already scanned" Error Message

This error occurs when scanning a valid ticket a second time. Any scanning data associated with a ticket can be seen in the ticket attendance report in the admin in the "First scan in date" column.

If you are without access to the admin, the customer's name can be searched under the "Attendees" tab in the Access Control Pro app. Any tickets that have been scanned will have a "✓" next to them:

"Not yet valid" Error Message

This error occurs when trying to scan a ticket with a validity date in the future. If you see this message in error, the best thing to do is check the sale item on your event in admin to ensure the scanning dates are correct.