Scanning and validating tickets
This guide will take you through what you need in order to prepare for scanning tickets on the day of your event, and how you can scan tickets in our TicketCo admin app. We also cover responses to scanning a ticket and some frequently asked questions when it comes to scanning.
We have also attached a short guide which you can download and send to your volunteers.
Preparing to scan
What do I need?
📱A mobile device: either iOS (version 9+) or Android (version 6+)
The TicketCo admin app
To install the app, go to the App Store or iOS or Google Play Store on Android, and search for "TicketCo". Download the app called "TicketCo Admin" / "TicketCo Event organiser app".
🌍 Wifi or mobile data
Who can scan tickets?
Any user on the account with the Validations (App) access. You can create new users especially for scanning in tickets, and note that the users could simply be called "Scanner 1" "Scanner 2" (you may not need to use people's names). It is possible to be logged into the app with the same user on multiple devices.
Note that only the primary contact will be able to create other users (the user with the key symbol). When creating users you will need to assign them a username and password which will need to give to them. For mor help with setting up users, head this way.
How to scan
There are three ways to validate a ticket in the app:
- Scanning the QR code.
- Entering the reference number manually .
- Manually looking up the ticket (name, email or phone).
Using the camera to scan the tickets is usually the most efficient way of validating tickets. We recommend that you use this as your go-to way of validating tickets.
Scanning the QR code
Open the app on your device, then log in with your username and password and select Validate. Select and allow the app access to your camera on your device if asked.
To scan the ticket with the camera, simply point the camera at the QR code on the ticket. You should see a response on the scanner. If the result is green, select Continue to check in the ticket. The customers can show you their QR code on printed paper or on their phone.
Entering the reference code
This method may be useful if the customer cannot open the ticket link, or if you cannot scan the QR code. You will find the customers' reference code on their ticket, and it will consist of 5 or 6 letters. Simply input this code in the Enter verification code box at the bottom of the screen and select Send.
Looking up the ticket manually
Note that this method can be more time consuming, so we recommend you use this only as an alternative if the other two options are not working. Select Manual in the top right corner of the page, and choose the relevant event.
Enter the customers' name, reference number, or phone number in the search box. Once you find the ticket, swipe left to check it in. Swipe right to see more information.
Responses to scanning the ticket
- The ticket has already been scanned
- The ticket is for a different event hosted by another organiser
- The ticket is for an event which has ended
The latter two points will result in a "Code not found" message, and you should ask the customer to check that they have the correct ticket. Note that if the ticket is for an event 3+ days in the future, it will be displayed as inactive.
Some customers may show you their group code, which is a reference code or QR code containing multiple tickets. In these cases you will see the different tickets within the order displayed, and you can tap them to select them individually or use Select all. Click Use to check them in.
Continuous scanning & Approve scan results
The scanning function in our app has two different settings: Continuous scanning and Approve scan results.
If you select Continuous scanning, then you do not need to press confirm after scanning each ticket. If you select this option, the scanning process will be quicker, but it requires a little more exactness when scanning. We recommend this option for experienced users, but it can also be easier for newer users as it requires less interaction with the app. When using this mode you will see a green response each time a valid ticket has been checked in, a yellow response if you have checked in the ticket within the past 15 seconds and a red response if the ticket is not valid (and thus not checked in).
To toggle between these two options, go into settings in the main menu in the app, and click on Scanner settings.
What happens if I lose internet?
Our app updates all tickets every 15 seconds. If you lose internet connection, then the app will successfully scan tickets but it will not be able to communicate this with the other scanners at your event.
How close should I hold the scanner?
We recommend that you hold the scanner roughly an arms length away from the QR code when scanning. If you hold the scanner too close, it may struggle to scan the ticket.
Does lighting affect scanning?
Lighting can indeed affect scanning - but that is why we have added a torch button. Simply click on the light bulb symbol when scanning for better light.
What does it mean if I cannot scan tickets on my user?
This will be due to the settings established on your user, for example, if you do not have a certain Department or Gate assigned to your user, you may not be able to scan certain ticket types. If you cannot see the Scan button in the app, then this means you do not have the scanning option activated. Contact the main administrator on your account for more help.
Can I move a scanner to a different gate?
If you have gates set up, you may be restricted in terms of which tickets you can scan and which you cannot. If you want to move a scanner to a different gate, ensure to contact the main administrator on your account about this, as this may disrupt the scanning set up.
What should I do if a customer does not have a ticket?
If a customer has received a text with a reference code, they can tell you this code. If not, then you can search for the customer's name or phone number manually in the app. We generally recommend that organisers require a scannable ticket in order to permit entrance to an event.
How do I scan a season ticket?
A season ticket can be scanned just like any regular ticket, but the response you get for the season ticket will depend on whether you are using Continuous mode or Approve scan results. On Continuous mode, the app will automatically check in the ticket for the first coming match, but only if it starts within the next 2 days. Approve scan results will let you select the specific event, even if it is a few days in the future.