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Invalid Ticket through Mobile App

Posted: April 14, 2018 at 7:36 am


April 14, 2018 at 7:36 am

I have created a test event to troubleshoot invalid ticket errors I received during my conference last year. I created a test event with three event datetimes:
“Full Conference” Sat 8am to Sun 5pm
“Saturday Only” Sat 8am to Sat 11pm
“Sunday Only” Sun 8am to Sun 11pm

I created three tickets:
Full Conference, Saturday Only, Sunday Only.

I associated the date times to their associated tickets.

I registered multiple ‘people’ for the conference with all three tickets. I AM ABLE to successfully scan the “Full Conference” ticket through the app. I am UNABLE to successfully scan either the Saturday Only or Sunday Only ticket.

I Thought the Sunday Only ticket issue was that the datetime did not include today, but even after adjusting the datetime to include today it did not work. The Saturday Only ticket does not work either. I also thought it might be due to the ‘same person’ trying to checkin to multiple tickets (e.g. full conference AND sunday only), but new person with only a Saturday Only ticket also couldn’t register. Is there some other part of the configuration that I’m doing wrong?

Thank you.


  • Support Staff

April 16, 2018 at 9:19 am

Hi there,

Before you started scanning tickets, did you select one of the datetimes?


April 19, 2018 at 6:29 am

That does seem to have fixed it, thank you. Beyond needing to select the appropriate datetime for the ticket you’re scanning, what other ‘checks’ does the app do in order to scan it successfully?

Aside: I totally missed that datetime selection was an option or necessary in the app…you might want to consider making that step more obvious in a future version of the app.


  • Support Staff

April 19, 2018 at 8:02 am

The app also checks the status of the registration. For example if the registration’s status is “Pending Payment” you’ll see a message that tells you the registration isn’t approved.


April 20, 2018 at 6:49 am

So, besides selecting the appropriate ‘datetime’ in the app for the tickets being scanned, there should be no other reason a ticket is ‘invalid’ except unless the registration status isn’t ‘Paid’?

I’m asking because we went to a lot of effort to use this last year, and got to the conference and none of the tickets would scan. I suspect/hope that this is due to not selecting the correct datetime, although I’m not confident that it was as the ‘default’ datetime selected is the one that should have been right. I just went back and WAS able to scan several of those tickets successfully, so maybe all is well.


  • Support Staff

April 20, 2018 at 7:08 am

There are a number of other reasons why there could be a failure to scan a ticket, and that’s why there’s a troubleshooting guide:


April 20, 2018 at 9:20 am

Thank you for your help!

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