In this article, we will walk you through all there is to know about scanning tickets and products using Ticketsolve’s Check-in App.
For information on scanning hardware, including mobile devices and handheld scanners, click here.
In this article, we will cover:
- Logging in
- Selecting your scanning mode
- Scanning for one event
- Scanning for multiple events
- Free scan mode
- Using offline mode
- Scanning products
- Viewing order details
Logging in to the Check-in App
The Check-in App is browser-based, so you do not need to download any external apps to your scanning device.
1. Open up a browser window (we'd recommend using Chrome).
2. Go to your Check-in App URL - this will be in the following format: accountname.ticketsolve.com/checkin (replacing “accountname” with your own account name).
Important
The Check-in App URL is the same URL you use to log in to the Ticketsolve Box Office, but with the URL path /checkin instead of /admin – for example:
Box office login URL: myvenue.ticketsolve.com/admin
Check-in App login URL: myvenue.ticketsolve.com/checkin
3. Enter the same Username, Password and Role that you use to log into the Ticketsolve Box Office page.
Scanning
Select your scanning mode: Camera or Scanner
Once you're logged in, ensure your device is ready to scan in either camera mode or scanner mode. To do this:
1. Open Settings (cog icon) >Scanning Devices.
2. If using your device’s camera to scan, enable the “Use camera” setting.
3. If using your device’s built-in scanner to scan, ensure “Use camera” is disabled.
4. Click Save.
If using a handheld scanner with a mobile, make sure it's connected to your mobile via Bluetooth!
Scanning for one event
To scan for one event:
1. Open the Shows page (ticket icon).
2. Select the Show, and then the Event you are scanning for. This will load the customer list.
3. Tap “ENTER SCAN MODE”. If using camera mode to scan, you may be prompted to allow the Check-in App to use/access your camera, in which case you must select “allow” to scan.
4. Start scanning tickets with your mobile or scanner
5. To manually check-in customers, return to Step 2 and tap on the toggles next to each ticket.
Ticketsolve Tip
You can search for a customer by clicking the search icon at the top right of the page, and search for the customer's name or order number. By default, orders are organised by customer surname alphabetically, and then the order number.
Scanning for multiple selected events
If you are scanning for multiple events, you can add events to a “Scan Selected” list. This will allow you convenient access to your selected events in one place.
To add events to your “Scan Selected” list:
1. Open the Shows page (ticket icon).
2. Select the Show, and then the Event you wish to add to your list of “Selected Events”.
3. Tap the three dots on the upper-right corner of the screen.
4. Select “Add to scan selected”.
5. Return to the Shows page and repeat Steps 2-4 for each Event you wish to add to your list
When you are ready to start scanning:
1. From the Shows page (ticket icon), open Scan Selected (bookmark icon).
2. Tap “ENTER SCAN MODE” – you will now be able to scan tickets and products for all your Selected Events.
To remove events from your “Scan Selected” list:
1. Open Scan Selected (bookmark icon).
2. To remove all events: tap the three dots on the upper-right corner of the screen and select “Remove all from scan selected”.
3. To remove individual events: select the Event you wish to remove to open the customer list, then tap the three dots on the upper-right corner of the screen and select “Remove from scan selected”.
Free Scan Mode (any items)
Free Scan Mode enables you to scan any ticket or product without selecting an Event in advance. It will still detect duplicate check-ins, refunded tickets, and unidentifiable QR codes.
Within Free Scan Mode, you can either search for the item by customer name, order ID, email address, etc, or enter “Free Scan Mode” to scan directly.
To enter Free Scan Mode
1. From the Shows page (ticket icon), open Free Scan Mode (search icon).
2. You can now search for the order ID or customer name in the search bar, OR;
3. Tap “ENTER FREE SCAN MODE” to enter scanning mode.
While in Free Scan Mode, you have the option to:
- Auto check-in on scan – this means valid tickets and products will be automatically checked-in as soon as they are scanned, or by disabling this;
- Manually check-in – this means when an item is scanned, the order will load and you will have to option to manually check-in the relevant items
Note: Free Scan Mode does not work in “Offline Mode”.
Scanning in Offline Mode
You'll need the device to be connected to the internet before you start using the Offline Mode.
To prepare the Check-in App for Offline Mode:
1. Log into the Check-in App as normal.
2. Open Settings (cog icon) > Offline password.
3. Set an offline password and click Save.
Note: Your “offline password” is device-specific, so you will need to enter a password on each device if you are using multiple devices to scan in Offline Mode.
4. Open the Shows page (ticket icon).
5. Select the Show, and then the Event you wish to download in Offline Mode.
6. Tap the three dots on the upper-right corner of the screen.
7. Select “Download for offline use”.
8. Repeat Steps 4-7 for each event you wish to download Offline Mode.
Scanning in Offline Mode
1. Once you’re ready to go offline, disconnect the device from any internet connection.
2. Refresh the Check-in App; you should be prompted to log in using your offline password.
3. Enter your offline password and log in.
4. You will now be in Offline Mode and can scan the events you downloaded.
5. You can scan for all downloaded events by tapping “ENTER SCAN MODE”, or scan for an individual event by selecting it from your downloaded Shows list first.
Important
There are a few things to be aware of when using Offline Mode:
- In Offline Mode, your check-in counter (found on the scanning page) will only count the number of tickets scanned on your device. If you are scanning with multiple devices in Offline Mode, you will need to manually add-up the check-in counter on all devices for an accurate count of checked-in tickets.
- In Offline Mode, item check-ins are not synced across devices, therefore if you are scanning with multiple devices in Offline Mode, items could, in theory, be scanned in multiple times.
To remove an event(s) from Offline Mode:
1. Select the Show, and then the Event you wish to remove from Offline Mode.
2. Tap the three dots on the upper-right corner of the screen.
3. Select “Remove offline access”.
Logging out of the Check-in App
To log out of the app:
1. Open Settings (cog icon).
2. Tap “LOGOUT” at the bottom of the screen.
What you see during scanning
When you scan an item, you can see all the information you need on the item, order and customer:
- Customer name
- Order number
- Seat location and details
- Ticket price
- CRM information - the emoji from any customer tags that have been added to the customer record
- Pinned comments added to the order or the customer record (via the Order Details page only)
- Check-in status and code
- Number of tickets checked in vs number of event tickets
Ticketsolve Tip
Colours and emojis can be added to customer tags that display in the Check-in App during scanning. This is a great way to highlight important customers to staff when scanning in tickets.
Examples may include high-level donors, customers with access requirements, and corporate sponsors. Using emoji tags to alert staff can enable them to deliver a personalised and appropriate service from the get-go.
For more information on displaying CRM information via emoji tags, read our guide on how to Manage Tags in Ticketsolve.
Scanning Products
As well as tickets, products can also be scanned-in, both while scanning for specific events, or while using Free Scan Mode. When a product QR code is scanned, the Check-in App will automatically recognise this.
Scanning products makes it easy to streamline your operations, allowing customers to collect product purchases when attending events.
Products are listed just like tickets. During scanning, you will see that within each order, tickets and products are distinguished under headers. Furthermore, tickets appear with a ticket icon, while products appear with a shopping bag icon.
If a customer has purchased tickets to multiple events alongside a scannable product(s), the scannable product(s) will appear alongside their ticket order in the customer list for each event.
If a customer purchases a product but no tickets, the product can be found and scanned in via Free Scan Mode.
When scanning a ticket, if the order also contains a regular product, a clear label will indicate this.
Only “regular products” can be scanned (e.g. merchandise, meals, drinks, snacks). Other product types such as vouchers, donations, fulfilments, and benefits cannot be scanned.
Once a product is scanned in, the check-in status will sync across all other events. So, it will be clear if the product has already been scanned in.
Viewing order details
You can open and view order details in the Check-in App wherever you see the “View order” button appear, including:
-
From the customer list of an event
- When viewing order details from the customer list, you won’t see tickets for other events purchased in the same order, but you will see any scannable products.
- When an item is scanned in
- When scanning for a specific event, you won’t see tickets for other events purchased in the same order, but you will see any scannable products.
- When scanning in Free Scan Mode, you will see tickets for all events purchased in the same order, as well as any scannable products.
Viewing order details in the Check-in App includes:
- Customer name
- Order number and date the order was placed
- CRM information - the emoji from any customer tags on the customer record
- Pinned comments added to the order or the customer record
- Tickets purchased within the order
- Products purchased within the order (including products that cannot be scanned, e.g. donations, vouchers)
- Quantity of items purchased and for how many events
- Button to “Check in all tickets” – this will check-in all tickets within the order in one go
- Item check-in status
Viewing order details from the customer list
1. Select the Show, and then the Event.
2. Find the customer from the customer list (customers are listed alphabetically by surname), or use the search function.
3. Tap “View order” next to the customer name/order number.
Viewing order details while scanning
1. Enter Scan Mode within an Event, or Free Scan Mode to start scanning.
2. Scan the item.
3. When an item is successfully scanned, tap “View order” on the scanned item preview box.
Scanning status indicators: sounds and colours
When tickets and products are scanned, the Check-in App will log different colours and sounds according to the status of the item.
| Colour | Sound | Meaning |
|---|---|---|
| Green | Beep | Successful check-in |
| Amber | Boing | Duplicate check-in |
| Red | Two-tone |
One of several errors:
|
Changing how many events are listed in the Check-in App
If you would like to decrease or increase how far ahead you can see events in the Check-in App:
- Go to your normal Ticketsolve Box Office via: accountname.ticketsolve.com/admin (replacing “accountname” with your own account name)
- Go to Settings > General Settings.
- Find the setting "ticketmobile shows days in future".
- Write the number of days in advance you want to display events for e.g. '20' (up to a maximum of 365).
- Click Update.
How to swap from barcodes to QR codes
If you would like to switch the barcodes on your ticket/e-ticket templates to barcodes:
1. Go to your admin login: accountname.ticketsolve.com/admin.
2. Go to Settings > General Settings.
3. Find the setting "Barcode format".
4. Select the code format you want:
- QrCode
- Code128B (barcode)
5. Click Update.
Don't Forget!
You can import tickets and QR codes from third-party systems, like Ticketmaster, See Tickets, or even other Ticketsolve venues, directly into your Ticketsolve account with a quick CSV upload. This means those tickets are ready to scan on event day, giving you one seamless check-in process and everything neatly managed in one place. Find out more here.
Troubleshooting
Need to switch between camera and inbuilt scanner?
If you need to switch from your device’s inbuilt scanner to the camera, or vice versa, you can do so via the Checkin App > Settings > Scanning devices, as outlined here.
Want to see more events in the Checkin App?
If you need the Checkin App to show events further in the future, you can set the number of days yourself via Settings > General Settings > "ticketmobile shows days in future". To learn how to do this, click here. The default setting is 3 days.
The scanner isn’t recognising tickets when scanned
Some new devices require an update to their settings to scan correctly. To fix this:
1. Open your scanning device and go to the device’s Settings app.
2. Within the Settings, find the Scanner Settings.
3. Click on the setting that references Wedge, then Keyboard Wedge Input Mode (on some devices these settings may be called Barcode Send Mode or similar).
4. Select the input mode as: Key Pressure.
Saveo CT58
If you use the Saveo CT58, you may need to configure the settings to ensure it scans correctly. To do this:
1. On the device, open Settings > Scanner Settings > Output Mode.
2. Select Keyboard Type under Keyboard Output and ensure Always Physical Keyboard is selected.
3. Back in the Output Mode menu, select Output Mode and ensure KeyStroke is selected (this should be the default setting).
Janam XT40
If you use the Janam XT40, you may find using the inbuilt scanner isn’t working for you. To fix this issue:
1. On the device, open Scanner Settings.
2. Scroll down and select Special Settings.
3. Find the setting called Character Delay and set it to: 5ms.
Want to know more?
- Building an E-Ticket / Print at Home Ticket
- Including the Check-in QR Code List in your Checkout Mailer
- Managing Tags in Ticketsolve
- Importing Third-Party Tickets into Ticketsolve for Scanning
- Pinning Customer & Order Comments
- Scanning (2024) - Academy
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