Handling entry issues

Handling Entry Issues

Quick solutions for common check-in problems.

Ticket Won't Scan

1. Ask customer to increase screen brightness
2. Try manual ticket lookup
3. Check if ticket was transferred
4. Verify email matches booking

Ticket Shows "Already Used"

Possible causes:

• Duplicate scan attempt
• Ticket was transferred
• Scanner sync issue

Solution:

• Check scan history in app
• Look up original booking
• Contact support if unclear

Customer Can't Find Ticket

1. Ask for confirmation email
2. Search by email in guest list
3. Verify purchase was completed
4. Check for pending transfers

Wrong Event/Date

If someone has tickets for different date:

• Cannot admit (different ticket)
• Direct to box office
• May need to purchase new tickets

Name Mismatch

For events requiring ID:

• Check if ticket was transferred
• Verify transfer was completed
• Original purchaser may need to be present

Escalation

For unresolved issues:

• Contact on-site event manager
• Use TIXSTA partner support chat
• Document the issue for follow-up