After each scan or code entry, an Admission Check-In device shows a result. Use this article to understand what each result means and what to do next. On a Self Check-In device, guests see your Failure Help message instead of the details below, so staff can use this table to explain what happened.
Result Messages
Result | What it means | What to do |
Check-In Successful | The guest was checked in for the first time. | Nothing. The device returns to the next guest. |
Already Checked In | This guest has already been checked in. If multi-day check-in is on, they have already been checked in today. | Confirm it is the same person. If they were checked in by mistake, use Search on a Manual Check-In device, turn on Include checked-in guests, and tap Undo. |
Admission code not found, Ticket not found, or Registrant not found | The code does not match anyone in this event. | Check the code for typos. Codes are case-sensitive. Try Search by name instead. |
This code belongs to another event | The QR code or link was issued for a different event. | Ask the guest to find the confirmation or ticket for this event. |
Not valid for this device | The guest's Registrant Type or Ticket is not one of this profile's Admission Targets. | Send the guest to the correct entrance, or add the Registrant Type or Ticket to the profile in Event Setup. |
Only approved Registrants can be admitted | The registration is pending, declined, or canceled. | Check the registration's status in the Registration section. |
Canceled tickets cannot be admitted | The ticket was canceled. | Check the ticket order in the Tickets section. |
Registrant Check-In is disabled | Check-in is not enabled for this guest's Registrant Type. | Enable it. See Check-In: Enable Mobile Registration Check-In. |
Not valid for entry today | The guest's registration or ticket is not valid on today's date. This applies when the profile has no check-in window. | Check the event or ticket dates, or set a check-in window on the profile. |
Outside the device check-in window | The profile's check-in window is not open for this guest's dates. | Wait for check-in to open, or adjust Check-In Window on the profile. |
Check-In Not Open Yet or Check-In Closed | The device is before the start of, or after the end of, the check-in window. | Wait for check-in to open, or adjust the Check-In Window or Valid Until on the profile. |
Order codes cannot be admitted | The guest scanned the QR code for their ticket order, not for an individual ticket. | Scan or enter the code for the individual ticket. |
Duplicate admission code | More than one guest in the event has the same code. This is unexpected. | Search by name instead, and contact ClearEvent Support if it keeps happening. |
Device Problems
The device says the profile is disabled: In Event Manager App > Event Setup section > Admission Check-In tab, edit the profile and turn on Enabled. The device starts working again without being reconfigured.
The device says the profile has expired: Edit the profile and set a later Valid Until.
The device says there are no admission targets: Edit the profile and choose at least one Registrant Type or Ticket on the Admission Targets tab.
The device says its configuration is no longer valid: The profile's key was regenerated or its profile was deleted. Connect the device again. See Admission Check-In: Configure a Device.
The camera does not start: Allow camera access for the site in the browser's settings, then tap Retry Camera Access. On a Manual Check-In device, use Enter Code or Search in the meantime.
The QR code will not scan: Increase the guest's screen brightness, clean the camera lens, and hold the code steady. Choose a different camera in Device Settings, or enter the code manually.
A guest is missing from Search: Guests who are already checked in are hidden unless you turn on Include checked-in guests. Guests whose Registrant Type or Ticket is not an admission target for this device, and canceled, pending, or declined registrations, never appear.
You forgot the PIN: Edit the profile in Event Setup. The PIN is on the General tab. If you do not have access to this, you will need to ask someone who does.
đĄTIPS:
Use Admission Check-In: View Check-In History to see what a guest's attempt returned.
Test with a real registration and a real ticket before event day, including a guest who should be turned away.