Keep straightforward scanning separate from the place where ticket problems are investigated.
Assign three jobs, even in a small team
Someone before the scan point asks visitors to have their QR code ready and helps with screen brightness. The scanner checks the code and result. The lead handles exceptions beside the queue. One person can cover several jobs in a small team, provided decision-making stays clear.
Agree what each ticket admits the visitor to. An unreadable QR, a used ticket and a ticket for another event need different checks. Volunteers should not improvise the same response to every message.
Check your entrance preparations
Use your own test ticket, not a visitor’s unused ticket. A successful screen demonstration does not replace a test with your actual phones at the venue.
What should the team do when something goes wrong?
| Situation | First action | Decision owner |
|---|---|---|
| QR difficult to read | Show the full code, increase brightness and retry | Scanner |
| Ticket already used | Refer to the lead; do not admit again based only on a screenshot | Entrance lead |
| Wrong event or invalid ticket | Check the event, date and original ticket | Entrance lead |
| Ticket email missing | Check inbox and spam; use Lost ticket if needed | Visitor + lead |
| Connection or device issue | Report it and use a checked, working device; do not treat an old status as current confirmation | Entrance lead |
Keep the queue easy to manage
Do not put the scan point directly in a narrow doorway. Give visitors space to open their ticket email before reaching the scanner. Move unresolved cases beside the queue where the lead can help, keeping passageways and emergency exits clear.
Agree how to handle re-entry, age checks and any door sales. The scanner checks tickets; your team remains responsible for entrance arrangements. Do not leave the shared organiser login on volunteers’ phones: use the app’s event access instead.
Questions from your team
Can someone display the same QR on two phones?
A ticket can be forwarded or copied, but that does not create extra admission. Current scan status should prevent it being used again. Test status sharing between your scanners before the event.
Can we simply carry on offline?
Do not assume shared ticket checks are current without a connection. Reliable connectivity matters when several devices need the same status. Agree a controlled fallback with the entrance lead.
What if a visitor has lost their ticket?
Have them check their confirmation email and spam folder first. Tickgetr’s Lost ticket page offers the available recovery route. Investigate unresolved cases beside the scan queue.