Scanner app access

If a host cannot open the Scanner App or the camera will not start, work through this checklist in order. Most access problems come down to the wrong Scanner URL, the wrong Check-In Access Password, blocked camera permissions, an outdated browser, or weak connectivity.

Symptom

• The scanner page does not open on the device.
• Staff stay stuck on the password screen.
• The page opens, but the camera does not start.
• The Scanner App loads, but scanning is unreliable on site.

Quick access checklist

1. Confirm the Scanner URL.

   Make sure staff are opening the current link for the correct event. If a copied link opens the wrong experience, copy the URL again from the latest event setup.

2. Confirm the Check-In Access Password.

   Staff should enter the event's check-in password, not a personal email, SSO, or backoffice password. If the password changed recently, refresh the page and enter the new one.

3. Allow browser camera access.

   In the browser's site settings, allow camera access for the Scanner App page. If the device previously blocked the camera, remove that block and reopen the page.

4. Use a recent browser on a recent phone.

   Use updated Chrome or Safari on a smartphone. For day-of scanning, recent phones work better than older devices and are usually easier to handle than tablets.

5. Check network quality.

   The Scanner App needs a live connection to look up bookings and register check-ins. If mobile data is weak, switch to stable Wi-Fi or move to better coverage.

If the page opens but scanning is still poor

• If the device offers multiple cameras, pick the best rear camera from the camera selector.
• If every code returns Scan Error, confirm staff are scanning the attendee booking QR code, not another QR on signage or printed materials.
• Clean the lens and hold the code steady inside the scanning frame.
• If the QR code is damaged or unreadable, use Find by Email as the fallback path.
• If the page keeps reusing old credentials after a password change, clear the saved credentials and reload the Scanner App.

When to escalate

If the Scanner URL, Check-In Access Password, camera permission, browser, and connectivity have all been confirmed but the app still fails on more than one device, collect a screenshot and note the phone model and browser version before contacting support.

Related