Short answer
Most check-in problems are solved at the door: staff can type your code if their camera cannot read it, and the host can check you in from their guest list if your phone cannot show a pass.
Your pass needs a connection
The code on your pass changes every 30 seconds and comes from us each time, so your phone needs a connection to show a current one. If the connection drops, the pass shows "No connection. This code may be out of date, so it may not scan." It clears itself as soon as you are back online.
If the signal is weak where the event is:
- Try moving nearer a window or the entrance, or join the venue's wifi if there is one.
- If the pass still will not load, ask door staff to check you in from their list.
Opening the pass early does not help: a code that is more than about a minute old will not scan.
Messages you might see
- "Check-in isn't open for this event." It is too early. The pass says when your code will appear.
- "You don't have a place at this event." Your place may be a waitlist place, or it was cancelled or passed to someone else. Check You, then Your plans.
- "That code didn't work. Try the current one." The code changed while it was being read. Show or type the code on screen now.
- "Too many tries. Wait a minute." Wait a minute, then try again.
- "Couldn't reach us. Check your connection." Your phone is offline. See above.
- "check-in has closed." The door for this event has shut. See Arriving late.
Your phone has died or will not show the pass
Tell the host or door staff your name. They can find you on their guest list and check you in by hand. Their name and reason are recorded with it.
The door's camera will not scan
Door staff can tap Type the code instead and enter the code you read out. Read the code shown on your pass at that moment.
There is no pass at all
A pass only exists for a confirmed place at an event that is still on. A waitlist place has no pass. If the host cancelled the event, your plan says "The host cancelled this event." If you think you should have a place, contact us.
Still stuck
- Tap You, then Settings, then Help and legal.
- Tap Contact support, then New case, and choose Ticket or entry as the kind of problem.
- Say which event it was and what the app showed. Never send a sign-in code.
Support replies in the case. It is not an emergency service. If anyone is in immediate danger, call your local emergency number (911 in the US).
Still need help?
Never send a password, a sign-in code or a full card number.
