Ticket scanning troubleshooting

The articles details the most common scanning issues and how to resolve them.

General tips

• Check that you are connected to a wifi or 4G network, turn off the phone, and then turn it back on
• Re-login to your Smeetz organizer account and re-scan the ticket 
• Make sure that the person holding the scanner has the credentials to log back in if it disconnects.
• If you have Zebra Scanners, you can transform the credentials into QR codes that can be scanned directly into the right fields to log in faster (qrickit allows that).
• Have a computer/tablet nearby logged on the back office on the attendee list to find tickets (you need managerial access)
• For people that are not able to find their ticket(s) you can send them to the user space linked to your organisation
  • Use this webpage and replace [groupID] by your account number:  https://widget.smeetz.com/org-user/[groupID]
  • You can also use Qrickit to generate a QRcode for them to scan
  • On the user space, they will have to fill their email address and will be able to download their tickets directly.
• Don’t tap on the green button down the screen as it will change the mode from scan entrances to scan exits
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  • This is not correct
    

• Once scanned, you can directly scan the next ticket, however, we strongly advise you to tap on the middle of the screen to erase information of the previous booking from the screen. 
• Don’t close the app or you will have to login again

Tips if you scan with a Zebra Scanner

• Be sure to scan with the laser by pushing the yellow button, either on the trigger of the handle or on the left and right side of the scanner
• The camera will empty your battery quite fast if activated. Make sure to click this icon on the top right corner to disable the camera. Your battery will hold much longer
  
• You don’t need to press the trigger or the button multiple times as it may scan the QR 2-3 times and display the error message “ticket already scanned”. Press one time on the trigger and hold it. The scanner will be disabled automatically once it recognised the QR-code.

Tips if you are scanning with a phone

• Having the screen and the camera open all the time is consuming a lot of battery. Make sure you have a way to charge the phone (powerbank, etc.) or another phone to switch to once the first phone is discharged
• The camera sends a continuous stream of images to the system. If you leave the camera too long over the QR code it may get scanned multiple times, but you will only see the last result (“tickets already scanned”) you can scroll through the information to see the date of scan.

• Tips to save your phone battery

  The ticket-checking process is very intensive in terms of battery consumption and a standard cell phone lasts between 2h and 2h30. Therefore, we recommend that you:

  1. Recharge your batteries as much as possible;
  2. Take portable backup batteries;
  3. Lower the screen brightness to the maximum;
  4. Quit other open applications;
  5. Lock your screen when you are not scanning

Tips if the scan is not recognised

• Please check the date of the ticket and the date in the scan filters
• Please check that the product is included in the scan filters
• Read the error message displayed by the scanner
  • If there is a symbol with a red circle and a white cross, it means there is a problem with the internet connection or that you are not scanning the type of tickets you selected when setting up the scanner (product - ticket)
  • If there is a symbol with a red circle with people, then the scan is invalid (wrong date, already scanned)
• If the mention "Already scanned" appears, you have to check the time of the scan

  • The scan of the QR code can be done in a very fast way, so a double scan of the QR code can happen without you noticing it. Your ticket will indicate that it is not valid.

  • However, you will notice that despite the red icon that indicates an invalid ticket, at the very bottom of the screen is the information "Scanned at xx:xx". This way you can immediately check if the ticket has just been scanned.

  • If it was a few seconds ago, your ticket is valid, it was just scanned twice in a row very quickly. No other manipulation or verification is necessary on your part.

Problem with the QR code of a printed ticket

• Make sure that the paper is not wrinkled or that the screen showing the ticket has enough light.
• Otherwise, request the QR code in the email or downloadable PDF ticket, then scan the QR code from the attendee's phone.

If the attendee QR code comes up as 'invalid' and they are not the purchaser of the ticket

• Verify whether the ticket has already been scanned and at what time.
• If the ticket has been scanned some time ago, then it is possible that the ticket has been resold to multiple people and that one person has already redeemed the purchase with the QR code.

If the ticket does not scan, and you have verified it has not already been scanned earlier

1. You can check the attendee's name and validate the ticket manually in the attendee list, with his name or reservation reference.
2. For any persistent issues that cannot be resolved by the above measures, contact Smeetz support.

If participants have not received their tickets (purchased online)

1. Check that they have given the correct information (email, telephone number)
2. Tell them to check their junk mail or spam folder
3. Resend the booking/ticket by going to the App > Orders > attendee list > use the search bar or filters to find the right participants > tick the box of the participant(s) > Actions > Resend the booking
4. Or you can change the status to scanned directly from the attendee list

If participants are unable to show their ticket (no battery in the phone, no network, or accidentally deleted the email)

1. Check that they have purchased a ticket via the list of participants: Orders > attendee list > use the search bar or filters to find the right participants 
2. Send the reservation/ticket to a companion or simply print the ticket on the spot