Check-in Device Not Working

If your check-in device is having issues during an event, use this guide to quickly diagnose and fix the problem.

Camera not working for QR scanning

• Check browser permissions: Make sure the camera is allowed for the Equaticket site. Look for a camera icon in the browser's address bar.
• Close other camera apps: Another app may be using the camera. Close any video or photo apps.
• Try a different browser: Chrome is recommended for the best PWA and camera experience.
• Check lighting: QR codes may not scan in low light. Ask the attendee to increase their phone screen brightness.
• Use manual check-in as a fallback: Search by attendee name or enter their ticket code manually from the check-in page.

Scans show amber "retrying" status

This means the scan was validated locally but the server write is failing, usually due to network issues.

• Check WiFi or cellular signal on the device.
• Good news: If you are on a paid tier, the client-side HMAC verification is still working. The green/red result shown to you is accurate -- fake tickets will still be rejected.
• Writes will retry automatically every 5 seconds when the network returns.
• Risk during network loss: Duplicate check-ins (same ticket scanned at two gates) will not be caught until the network reconnects.

Check-in page redirects to access code entry

Your session has expired. Check-in sessions last up to 8 hours.

• Re-enter the access code for the event. Find it in Dashboard > Events > [Your Event] > Check-in Settings.
• After re-authentication, the HMAC secret is refreshed automatically.

Check-in page will not load (blank or stuck)

1. Clear your browser cache: Go to browser settings, clear cached files, and reload.
2. Try incognito/private mode to bypass any corrupted cache.
3. Try a different device as a backup.
4. Check internet connectivity -- the page needs network access to load initially.

Other devices do not see my check-ins (realtime sync issue)

Realtime sync uses Supabase Realtime (available on paid tiers). If sync stops:

• The system automatically falls back to polling mode (checking every 10 seconds).
• Check-ins still work on each device individually -- sync is just delayed.
• Stats will reconcile once all devices are connected.

Emergency: all digital check-in has failed

If you cannot get any device working:

1. Switch to manual name lookup using the cached attendee list (if the PWA loaded at any point).
2. As a last resort, use your printed attendee list as a backup.
3. Never turn away a buyer who can show a valid payment confirmation on their phone.
4. Reconcile check-in records after the event from your dashboard.