Handling problems
Most check-ins are quick. When something goes wrong, here is what to do.
The badge did not print
Section titled “The badge did not print”Check the printer has paper and is not jammed. Then reprint the badge from the desk using Print Badge. You do not need to check the attendee in again. If you need to send it elsewhere, Print Badge lets you pick a specific printer or badge template for that one print.
The NFC badge would not write
Section titled “The NFC badge would not write”Try again, holding the badge steady on the reader. If your terminal has no reader, or the reader is not working, ask a supervisor about the override so you can still check the person in.
The wrong badge came up
Section titled “The wrong badge came up”If your desk scans badges to confirm them, a badge that does not match the attendee is flagged. Find and hand over the correct badge for the person in front of you. A common cause is two badges with the same or very similar badge names, so check whether you have picked up a near-namesake’s badge by mistake.
The attendee is not found
Section titled “The attendee is not found”Try searching by their badge name, legal name, email, or badge number, and check the spelling. Search matches on part of a value, so a shorter fragment can help. See Finding an attendee. If you still cannot find them, send them to the escalation desk.
Send someone to a different desk
Section titled “Send someone to a different desk”Use Move to Queue to send an attendee to another queue, for example to the escalation desk or the merch table.
When to escalate
Section titled “When to escalate”Send an attendee to the escalation desk for anything you are not sure about: a payment problem, a blocked or flagged attendee, or a record that does not look right.