App - Scanning Tips

High Volume of Denials

If none of your tickets are scanning, or a lot of customers are being denied at the same location or with the same product, try these troubleshooting steps.

• If multiple gates and scanners are experiencing a high volume of denials, check that the product's redemption rules are set to the correct date range and location.
• If one scanner or one location is experiencing a high volume of denials, check that the scanning device is set to the correct location.

Double Scanning

Double scanning can easily happen by mistake. If a ticket is being denied and you don't think it should be, check the "Previous Redemption" information on the Denied screen. If the previous redemption was at the same date and time, it was likely scanned just seconds prior, and the Success message was missed!

You can also click the "Code History" button at the bottom of the screen to view the previous redemptions. This will result in the original Success scan displaying at the bottom of the list, and the most recent scan at the top of the list. If the date and time are the same, this is an indication that the scanner missed the original Success screen, and then tried re-scanning the ticket over and over.

Camera Focusing

When using an iPhone as a scanner, you may experience the camera having difficulty focusing on the QR Code. When scanning with a camera, hold the ticket at least six inches away from the scanning device. Slowly move the ticket into the view of the device's camera, and adjust the distance to adjust the focus (we actually say the further, the better).

Manual Entry

If the device is having a hard time detecting the QR code, try entering in the ticket's code manually. This can be done by tapping the "Enter Code Manually" box above the Scan Ticket image.

Digital Tickets

If the customer has a digital ticket on their own phone or tablet and the scanning device isn't able to detect the QR Code, ask the customer to increase the brightness on their own screen.