‼️ Troubleshooting

Quick answer: Most door issues are screen brightness, connection, or Bluetooth. Force close and reopen first. For anything unresolved, tap Profile → Help in the app for live chat. The team monitors events in real time.

Running into an issue on event day? Here are the most common problems and how to fix them fast.

QR code will not scan

• Turn up the brightness on the buyer's screen. This is the most common cause of failed scans.

• Check your internet connection. The scanner requires an active connection.

• Clean your camera lens.

• Use manual check-in as a fallback if the QR code still cannot be read.

Scanner shows 'Invalid Ticket' for what appears to be a valid ticket

• Confirm the buyer's ticket is for this specific event. They may be showing the wrong event.

• Check whether the ticket has been refunded or transferred. Open the order in your dashboard to verify.

• Check whether the scanner is filtering tiers. Make sure the buyer's ticket type is not excluded in your scanner settings.

• If none of the above resolves it, contact support via the dashboard chatbot or at theticketing.co/contact-us.

Scanner shows 'Already Scanned' but the buyer has not been admitted

• Check the scan time shown. If it was seconds ago at the same door, the buyer may have been scanned twice by mistake.

• If the scan time is from earlier in the event, someone else may have used their ticket. Check the check-in log for the order to see which device scanned it.

Tap-to-Pay not appearing as an option

• Confirm you are on iPhone XS or later.

• Confirm your iOS version is 16.4 or later. Update if not.

• Ensure your Stripe payout account is fully verified and active.

• Force close and reopen the app.

Stripe Terminal will not connect

• Make sure Bluetooth is enabled on your phone.

• Confirm the reader is powered on. Hold the power button until the light pulses.

• Stay within 30 feet (9 metres) of the reader.

• Force close the app, reopen it, and try Connect Reader again.

• If the reader has been used by a different device today, it may need a reset. Hold the power button for 10 seconds until the light goes solid, then release.

Payment declined

• Ask the buyer to try again. Brief connectivity issues can cause one-off declines.

• Suggest the buyer try a different card.

• A decline message means the buyer's bank has rejected the charge. It is not a processing error on your end.

• As a last resort, ask the buyer to purchase through your event page directly using their card.

Cannot log in

• Double-check the email address for typos.

• Use the login code option. Tap Email Me a Login Code to receive a one-time link by email.

• Contact support if you are locked out: theticketing.co/contact-us.

App is running slowly or crashing

• Force close the app and reopen it.

• Check your phone's available storage. If storage is nearly full, the app may run slowly.

• Ensure your phone's operating system is up to date.

• If crashing persists, delete and reinstall the app. Your account and data are stored server-side and nothing will be lost.

Event is not showing in the app

• Pull down to refresh the Events list.

• Confirm the event is published (not in Draft status) in your dashboard.

• Confirm the team member is added as a Ticket Scanner for that event. Events are only visible to scanners who have been assigned to them.

Tip For any issue you cannot resolve from this guide, tap Profile, then Help in the app for live chat with our support team. Our team monitors events in real time and can help you work through door issues quickly.

Note The Ticketing Co. offers scanner hardware rentals for organizers. Reach out to the team to see the available options. Hardware scanners are particularly useful for high-speed, high-volume box office situations.