11 — The door
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What it is
Checking people in happens with SCAN TOGETHER, the scanner app. Your team opens it on their phones, signs in, picks your event, and scans tickets. Each ticket gets one clear answer on screen, and everything that happens at the door is recorded.
Nothing else checks anyone in. The website can't, and a photo or screenshot of a QR code can't be used to mark a ticket as used. See Orders, tickets and transfers.
Who can work the door
| Role | Scan tickets | Look up guests by name | Undo or override a check-in | See door activity |
|---|---|---|---|---|
| Owner, Admin, Manager | ✓ | ✓ | ✓ | ✓ |
| Box Office | ✓ | ✓ | Undo only | |
| Marketing | ✓ | |||
| Viewer |
Give door staff the Box Office role. They can scan, look people up and undo a mistaken check-in; a supervisor (Manager or above) handles overrides.
Someone you've assigned to particular events can only work those events' doors.
Door settings
On your event page, choose Door Settings to:
- Pause scanning if the venue is at capacity. Nobody is admitted until you resume.
- Choose whether re-entry is allowed.
- Limit the door to named staff, and name them. Owners can always work it.
- Name your entrances, so each check-in records where it happened.
- Add instructions shown on every scan, like "Check ID: 21+", and whether staff must tick them before admitting.
- See every scanner phone registered to your team, and switch off one that's been lost.
- See add-ons handed out, like drink vouchers, and how many are still outstanding.
What the scanner tells you
| On screen | What it means | What to do |
|---|---|---|
| CHECKED IN | Valid ticket, first time in | Let them in |
| ALREADY CHECKED IN | This ticket was used before. The screen shows when, where, and by whom. | Ask questions. A supervisor can override if it's genuine. |
| WRONG EVENT | A ticket for a different event | Point them to the right door |
| REFUNDED / CANCELLED / TRANSFERRED | The ticket no longer admits anyone | Not admitted. A transferred ticket's new holder has a different QR code. |
| TICKET NOT FOUND / NOT A TICKET | Not a ticket we recognise | Check it's the right QR, or look them up by name |
| TOO EARLY / DOORS CLOSED / EXPIRED | Outside your door times | See Door times below |
| SCANNING PAUSED | Scanning is paused for this event | Wait until it's resumed |
| ADD-ON OK | A drink ticket or other extra | Hand the item over |
| ADD-ON ALREADY USED | That extra was redeemed before | Don't hand it over again |
| ADMITTED OFFLINE | Let in while the phone had no signal | Let them in; it syncs later |
Looking someone up
If a QR won't scan, staff can search the guest list by name or order number and check them in from there. It's recorded as a manual check-in, by that staff member.
Perks and wristbands
If a ticket comes with something to hand over, like a VIP wristband or Express Entry, the scanner shows a checklist when they're admitted. Staff tick each item as they hand it over.
Door times
Set these in your event details:
- Doors open — scanning starts up to a few hours before this, so staff can test.
- No admittance after — nobody is admitted after this time. It's exact, with no grace period.
If you set neither, scanning runs from a few hours before your start time until a few hours after your end time.
Re-entry is off by default. A ticket scanned a second time shows as Already checked in. Contact us if your event allows people to leave and come back.
Fixing mistakes
Undo reverses a check-in, for example if the wrong ticket was scanned. Override admits someone whose ticket shows as already used, when you've decided it's genuine.
Box Office staff can undo; overriding needs a Manager or above. Both ask for a reason. Nothing is ever deleted: the original check-in, the undo or override, who did it, and why all stay on record.
Undoing gives perks back. If the wrong person was let in and handed a wristband, undoing the check-in marks the wristband as not handed out, so the real ticket holder gets theirs.
When the internet drops
The scanner keeps a secure offline copy of your guest list, so the door keeps moving if signal fails. Check-ins made offline upload when the phone reconnects, counted at the time they actually happened. If two phones let the same ticket in while offline, you'll see it flagged afterwards. See The scanner app.
Seeing who got in
Your Orders page shows every checked-in ticket with the time, the staff member, the scanner, and the entrance. It's the place to look when someone says they never got in, or two people turn up with the same ticket.
Good to know
A QR code works like a paper ticket. Whoever shows it first gets in. Anyone after that is shown as Already checked in, with who let the first person in, when and where.
Unpublishing your event doesn't lock the door. People already holding tickets can still get in.
Refunded tickets never get in, even if someone kept a screenshot. Nor do tickets on an order whose payment is being disputed with the bank; the scanner shows Disputed and says to send them to you.