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Troubleshooting

This guide helps you resolve the most common issues related to QR Tickets, PDF Tickets, and QR Check-In in Eventixa Pro.

Most QR Ticket and Check-In issues can be resolved by reviewing your configuration, verifying booking eligibility, and ensuring the attendee has a valid ticket.

QR Code Does Not Appear on the Ticket

Possible Causes

  • QR Tickets are disabled.
  • Show QR Code is disabled.
  • PDF Ticket generation is disabled.
  • The attendee’s ticket has not been generated yet.

Solution

Verify the following settings:

  • Enable QR Tickets
  • Enable PDF Tickets
  • Show QR Code

Then generate a new test booking and download the ticket again.

PDF Ticket Is Not Attached to the Email

Possible Causes

  • PDF Tickets are disabled.
  • Email attachments are disabled.
  • The email being sent does not support ticket attachments.

Solution

Verify:

  • Enable PDF Tickets
  • Attach PDF Tickets to Confirmation Emails

After updating the settings, create a new booking and confirm that the customer receives the PDF attachment.

Ticket Download Is Not Available

Possible Causes

  • Ticket downloads are disabled.
  • The attendee is not eligible to download the ticket.
  • The download link is no longer valid.

Solution

Verify:

  • Allow Ticket Download is enabled.
  • The booking has been successfully completed according to your ticket delivery workflow.
  • The attendee is opening the correct download link.

QR Code Cannot Be Scanned

Possible Causes

  • Poor camera focus.
  • Low screen brightness.
  • Damaged printed ticket.
  • Low-quality print.
  • QR code is partially hidden.

Solution

  • Increase the screen brightness on the attendee’s device.
  • Ensure the QR code is completely visible.
  • Use a higher-quality printer for printed tickets.
  • Move the camera closer or farther until the QR code focuses correctly.
  • If scanning still fails, use Manual Ticket Lookup.

Camera Cannot Be Accessed

Possible Causes

  • Camera permission has been denied.
  • The browser does not have permission to use the camera.
  • The Check-In page is not being accessed over HTTPS.

Solution

  • Allow camera permission in your browser.
  • Refresh the Check-In page after granting permission.
  • Access the website using HTTPS, as most browsers require a secure connection for camera access.
  • Test camera functionality before your event begins.

Manual Ticket Lookup Does Not Work

Possible Causes

  • Manual Ticket Lookup is disabled.
  • The entered Ticket Number is incorrect.
  • The ticket does not exist.

Solution

Verify:

  • Allow Manual Ticket ID Search is enabled.
  • The Ticket Number matches the attendee’s ticket.

Example:

TKT-2026-000125

Avoid entering the Booking Number, as manual lookup uses the Ticket Number.

Ticket Cannot Be Validated

Possible Causes

  • The ticket does not exist.
  • The attendee record cannot be found.
  • The booking is no longer eligible for check-in.

Solution

Check:

  • The attendee exists.
  • The booking is valid.
  • The attendee belongs to the correct event.
  • The ticket has not been deleted.

Booking Is Not Eligible for Check-In

Possible Causes

  • Require Completed / Confirmed Booking is enabled.
  • The booking has not reached the required status.

Solution

Review the booking in the Bookings section.

If required, complete the booking or payment before attempting to check the attendee in again.

Attendee Has Already Checked In

Why This Happens

Each attendee can only be actively checked in once.

If the same ticket is scanned again, Eventixa prevents a duplicate check-in.

Solution

Verify that the attendee has not already entered the event.

If Allow Check-Out is enabled and the attendee has left the event, an authorized staff member may check the attendee out before recording another check-in if appropriate for your event workflow.

Wrong Event or Event Occurrence

Possible Causes

  • The attendee is attempting to use a ticket for a different event.
  • For recurring events, the ticket belongs to a different occurrence.

Solution

Verify that:

  • The attendee registered for the correct event.
  • For recurring events, the attendee is attending the correct occurrence.

Each recurring event ticket is valid only for the occurrence selected during registration.

Ticket Number Cannot Be Found

Possible Causes

  • The Ticket Number was entered incorrectly.
  • The attendee is using the Booking Number instead of the Ticket Number.
  • The ticket was never generated.

Solution

Verify the Ticket Number shown on the attendee’s QR Ticket.

Remember:

  • Booking Number identifies the booking.
  • Ticket Number identifies the individual attendee.

Only the Ticket Number can be used for manual ticket lookup.

Customers Cannot Download Tickets

Possible Causes

  • Ticket downloads are disabled.
  • PDF Tickets are disabled.

Solution

Verify:

  • Enable PDF Tickets
  • Allow Ticket Download

Then create a new test booking to confirm downloads are available.

Staff Cannot Access the Check-In Page

Possible Causes

  • QR Check-In is disabled.
  • The user is not logged in.
  • The user’s role is not authorized.
  • The required capability has not been granted.

Solution

Verify:

  • Enable QR Check-In.
  • The staff member is logged in.
  • Their WordPress role is included in the Allowed Check-In Roles setting.
  • They have the required permissions to access the Check-In page.

QR Check-In Is Slow

Possible Causes

  • Poor internet connection.
  • Slow mobile device.
  • Camera autofocus delays.
  • Large event with many attendees.

Solution

  • Test your devices before the event.
  • Use a reliable internet connection.
  • Keep the camera lens clean.
  • Close unnecessary browser tabs and applications.
  • Use a modern browser for the best scanning performance.

Before Your Event

To help ensure a smooth check-in experience:

  • Verify that QR Tickets and PDF Tickets are enabled.
  • Confirm ticket emails include PDF attachments (if required).
  • Test ticket downloads.
  • Test QR scanning using both printed and digital tickets.
  • Verify manual Ticket Number lookup.
  • Confirm staff accounts can access the Check-In page.
  • Review your booking eligibility settings.
  • Test a complete booking and check-in workflow before opening registration.

Getting Additional Help

If you continue to experience issues:

  1. Confirm that you are using the latest versions of Eventixa Core and Eventixa Pro.
  2. Reproduce the issue using a new test booking.
  3. Record the exact steps that lead to the problem.
  4. Capture screenshots or error messages where possible.
  5. Contact your site administrator or Eventixa support with the relevant details.

Providing detailed information will help identify and resolve the issue more quickly.

Best Practices

  • Perform a full ticket and check-in test before every event.
  • Use QR scanning as the primary check-in method, with manual Ticket Number lookup as a backup.
  • Keep QR codes clearly visible on printed and digital tickets.
  • Train event staff on common validation messages before attendees arrive.
  • Ensure all check-in devices have camera permissions enabled and are connected to a reliable network.

Tips

  • Most QR Ticket issues are resolved by reviewing the QR Ticket and Check-In settings and testing with a new booking.
  • Manual Ticket Number lookup provides a reliable fallback if a QR code cannot be scanned.
  • Recurring event tickets are valid only for the selected occurrence, so verify the event date when troubleshooting validation issues.
  • Regularly testing the complete booking, ticket delivery, and check-in workflow helps prevent issues on event day.