Troubleshoot scanning devices

I am getting an error when trying to login to Qflow

Ensure you have verified your account on Qflow. You will have received an email from Qflow when an account was created for you. You will need to ensure you have verified your account by following the verification link in the email, prior to logging in to the Qflow app.

I have the wrong event loaded in my scanning device

Please follow our guide for check-in setup to change the event that’s loaded in your scanning device.

My event is not displaying on my scanning device

Events that have been completed (i.e. the event date is in the past), will not be available for check-in setup on the Qflow app. However, past experiences are available via your Qflow web dashboard on your desktop.

My scanning device won’t scan and check in a ticket

Make sure you are correctly logged in to your Qflow account and the correct Qflow event is set on your scanning device with the latest ticket list loaded in. 

If your scanning device is still not working:

• Try manually checking in a guest. Make sure the guest is not already checked in, or blocked.
• Avoid scanning in direct sunlight to prevent screen glare if the customer is displaying the ticket on their phone.
• Ensure the QR code is clearly visible, pull the scanning device back or forward a little to ensure the QR code is captured.

My scanning device is returning a red cross display when a ticket is scanned

This will be due to either:

• The guest has been checked into the event previously (previous check-in date and timestamp will appear)
• The QR code for that ticket is invalid. In this case, we'd recommend searching the booking reference in the Easol dashboard to see if the customer's booking is cancelled or has a cancelled line item.

My scanning device is returning an orange question mark display and 'No match found' text when a ticket is scanned

This will be due to either:

• Filters set on the scanning device. Check if your device is filtering ticket types or tags under the Settings tab, which is preventing the ticket from being checked in.
• The scanning device is in Check Out mode. Make sure your device does not have check out mode enabled under the Settings tab.

I can't find the guest on the check-in app

Please ensure the guest has a valid Easol booking and doesn't have any outstanding balance to pay. If the guest does have an outstanding balance, they can log in to their account at yourdomain.com/bookings to pay off their remaining balance and download their ticket(s).

My checked in stats are not updating on my scanning device

This will be due to the scanning device being offline. The scanner will state the time and date it was last synced on the bottom right corner of the Qflow app. If the scanner is online and synced, the app will state 'Synced: Just now' on the bottom right corner of the Qflow app.

Ensure the device is connected to a stable internet connection and allow a couple of seconds for the device to re-sync. If the device is still not syncing, reboot the device and ensure any filters are reapplied before commencing scanning.

I am being asked to provide login credentials in the Qflow app, despite previously being logged in

For security reasons, the Qflow app will ask for login credentials once the app has been idle for 24 hours. Please re-enter your login credentials and continue to use the app.