App - Troubleshooting

Network Slow/Disconnected

You can change and turn off each connection type by pressing the home button, swiping up (for iPhone X and newer you will swipe down from the top right of the screen), and pressing the green antenna button for a cellular connection, and the blue wave button for a WiFi connection. Which one you should use and which one you should turn off depends on your event and location.

If you receive a yellow "NETWORK ERROR" screen when attempting to scan a ticket, this means your cellular or WiFi connection is poor and the device is struggling to communicate with the server to verify the ticket. Be patient, or attempt to toggle between a cellular network or WiFi. Once you're connected again, double check that the ticket you attempting to scan has been redeemed by the history arrow.

"Error Signing In" Message

If you see the message "Error Signing In: Sorry, we didn't receive any response from the server. Please try again", you may not be connected to the internet via WiFi or mobile data. Please check your connection by opening a web browser and attempting to visit a website.

If this does not work, try logging in via the other method (PIN vs Email and Password) to ensure it is not a case of incorrect credentials.

If you are still unable to log in, please contact Saffire Support via the orange button below for assistance.

Screen Stuck When Trying to Scan

Press the home button once, swipe up, and press on the lock icon. It should now be highlighted. It's important to set the screen rotation to LOCKED mode as our app works best in the vertical/portrait mode!

Can't Find PIN or Password on Login Page

The app might not be set to the login mode you need. This can be fixed by pressing "CHANGE LOGIN MODE" before the "SIGN IN" button.

NOTE: The device's on-screen keyboard may be covering up part of the screen. If that is the case, press "GO" before following the previous steps!

Accidentally Opened the Keyboard

Make sure the text field is blank and press "Go" to close the keyboard.

"Camera Must Be Available..." Message

Go to your devices settings, scroll all the way down and select "SaffireTix." From the following menu, make sure Camera Access is switch on (switch should be green).

Can't Find the App

Press the home button, swipe to the right, then search for "saffiretix" at the top of the screen.

Nothing showing up? Re-download the app by searching "App Store", running it, and searching for "saffiretix" in the store. Press the cloud-shaped button to download.

App Frozen

Close the app and reopen it: Double tap the home button, swipe up on the SaffireTix™ app screen, then open the SaffireTix™ app by tapping the icon and login again to continue scanning and/or selling.

Still glitchy? Delete the app by pressing the home button, holding down on the SaffireTix™ app icon until it starts shaking, then press the X. After it is uninstalled, re-download the app using the direction here!

Battery Draining Quickly

Reducing speaker and screen usage will help. Turn the sound and brightness on the device down. Tap the home button, swipe down from the top of the screen, and slide the dial to the left for brightness. Slide the dial to the right to turn the volume down. 

Also check for any other apps or safari pages open on the device. Swipe up from the bottom left corner of the screen and close out any unnecessary apps or safari pages.

Checking App Permissions

SaffireTix devices are always sent to you with the most recent version of the SaffireTix App and all permissions correctly set, however during troubleshooting of devices you may be advised by your Account Manager to check the permissions that are set on your app. Permissions for the app can be checked and edited by going to the Android Device's Settings > Apps > All Apps > SaffireTix > Permissions.