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This is a guide to help you support those scanning tickets and some guidance on how to support people who have questions or issues.
Validation Scenarios
Ticket not scanning - QR code not reading easily
If you are scanning a paper ticket, make sure there are no creases or folds across the QR Code as this may cause issues reading the QR Code
Resolution - Fold the ticket onto a flat surface and scan it again
If you are scanning a ticket on a mobile phone, ensure the phone has the QR code clearly visible and without too much direct sunlight
Resolution - Move to a shaded area to scan the phone ticket and/or adjust the phone display so QR code is clearly visible / hold your hand to block out the sunlight
Tickets Validation Error -
Possible causes are:
Ticket has already been validated - note tickets can only be scanned once to prevent them being shared
Ticket not valid for the current date - note there are some Saturday only tickets which are valid for that day only
Ticket not valid for the Gate/Entry Point
System error - temporary system error
General Attendee Scenarios
Ticket Not Found -
Person(s) claim they have paid for a ticket but didn't receive any.
Ask the customer to check that the email has not gone to their SPAM folder - ask them to search for an email with subject line that has the word 'ticket' in it
Verify with them that a succesfull payment has been made for the ticket, if it has allow them entry
If they can provide their email address with which they purchased the ticket, the Gate Ticket Manager / Supervisor / Main Admin can verify the ticket and resend it to that user, if required.