Stay Calm, Move the Queue
Every event has a handful of check-in exceptions. The ones that cause real problems are not the issues themselves — it is how staff handle them. A staff member who freezes, abandons the scanner, or argues at the entry point creates a queue that backs up for everyone. The principle is simple: handle exceptions quickly, keep the queue moving, escalate gracefully.
The guidance below covers the most common scenarios in order of frequency.
QR Code Will Not Scan
This is the most common check-in issue and the most easily resolved. Before assuming a system problem, work through these steps:
Increase screen brightness — A dim screen is the leading cause of failed scans. Ask the attendee to turn brightness to maximum before trying again. This resolves the majority of scanning issues immediately.
Reopen the ticket — If the QR code appears distorted or partially loaded, ask the attendee to close and reopen the ticket in taron.
Adjust scan distance and angle — The code should fill most of the camera frame. Too close or too far reduces scan accuracy. Try different distances.
Switch to manual lookup — If the code still will not scan after the above, switch to manual: find the attendee by name or email in the check-in dashboard and mark them as attended manually. This takes under 30 seconds and resolves the entry without further delay.
Attendee Cannot Find Their Ticket
Ask for the email address used to register and look them up in the check-in system. Most attendees who cannot find their ticket are either looking in the wrong place or registered under a different email. If they are on the list, check them in manually. If they are not on the list and cannot provide any registration confirmation, apply your event's policy for unregistered walk-ins — have this decided before the event starts so staff are not improvising at the door.
Duplicate Scan Alert
A duplicate scan alert means the QR code has already been used at another entry point or at this same point earlier. Do not immediately deny entry — first rule out device sync delays, which can occasionally cause a false duplicate flag when multiple scanners are running simultaneously. Move the attendee to a support area, verify their identity and registration, and make a judgment call based on the circumstances. Log the incident either way.
Registration Not Showing in System
If an attendee has a confirmation email or payment receipt but their registration does not appear in the taronPass system, check these in sequence: confirm the event date (attendees sometimes register for the wrong date), verify the email they registered under, and check whether their registration may be under a group booking. If none of these resolves it, contact taron support with the attendee's confirmation details while moving them to a holding area rather than blocking the main entry queue.
Device or System Failure
If a scanning device stops working or the taronPass system becomes unavailable, switch to your backup device immediately. Every check-in operation should have a backup device ready before doors open — this is not optional for events expecting more than 50 attendees. If both your primary and backup devices fail, switch to manual check-in using your registration list and continue entry. Communicate clearly with attendees in the queue so they understand there is a brief delay, not a shutdown.
When to Escalate
Not every issue can be resolved at the entry point. Have a designated event lead who staff can flag immediately for situations involving: attendees who become agitated, disputes about access tier, suspected fraudulent tickets, or anything that requires a decision beyond standard check-in authority. The event lead handles escalations; check-in staff keep the queue moving.
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