Check-in problems
Scans that open the login page, QR codes that will not read, "token expired", wrong event, and how to fall back to manual check-in.
Scanning opens the login page#
The member's QR code links to admin.theground.io/check-in, which needs an admin login. Log in on that phone (Google or e-mail) and scan again. To avoid this on the day, open the admin on your phone before the doors open.
The camera app does not read the code#
Any phone camera or QR app works – iPhone and Android cameras recognise QR codes automatically. If yours does not, use a free QR reader app, or check in manually from the member card.
QR code will not scan#
- Ask the member to increase screen brightness and hold the phone still; avoid glare.
- Make sure they show the ticket QR code for this event from My events, not a screenshot from weeks ago.
- If the reader keeps failing, search the member by name in the Member tab and check them in manually.
Messages#
| Message | Meaning | What to do |
|---|---|---|
| Invalid check-in link. Please scan the QR code again. | Incomplete scan | Scan again |
| Invalid or tampered check-in token | The code does not match a valid ticket | Ask for the live ticket in the app |
| Check-in token has expired | Codes rotate; this one is old | Member reopens the ticket, scan the new code |
| This QR code is for a different event | The ticket belongs to another event of yours | Check which event the member booked |
| Check-in period has ended for this event | Event finished | Manual check-in on the card if you must record it |
| Check-in is only available for approved members. | Member is Pending or Declined | Approve them first (and confirm payment) |
| This member has already been checked in | Duplicate | Nothing to do; for groups use Update head count |
| You do not have permission to manage check-in for this event | Not an admin of this event | Ask an organization admin to add you as event admin |
| You are unauthorized. Please log in again. | Not logged in on this phone, or session expired | Log in and scan again |
Group tickets: only some of the group arrived#
Enter the number present as the Head count to check in. Later arrivals: scan again or open the member card and Update head count – "Already checked in 2 of 3. You can check in more attendees."
Wrong person checked in#
There is no undo for a check-in. Note it in the member's Internal Record Remarks and check in the right person.
Slow or no internet at the venue#
The check-in page needs a connection to validate codes. Before the event, Manage → Export to CSV and keep the list on your phone as a fallback; tick people off and record check-ins manually afterwards.