Before event day
Confirm the venue's legal occupancy limit, door opening time, staffing responsibilities, emergency communication channel and incident escalation contact. A QR scanner cannot replace a safe crowd-management plan. Designate a supervisor who can resolve an entry dispute without holding the entire line.
Assign roles
- Queue lead: Signage, line direction and accessibility accommodations.
- Scanner: Validates tickets and checks in one attendee at a time.
- Exception desk: Handles missing emails, name mismatches, duplicate scans, refunds and guest-list issues.
- Shift lead: Watches capacity and authorizes manual overrides.
Prepare devices and connectivity
Test scanning with approved sample tickets before doors open. Confirm battery level, screen brightness, camera permissions and reliable connections at the actual entrance. If your ticketing system supports offline admission, prepare its offline package while connected and understand when sync must occur. Never assume an offline list can prevent simultaneous duplicate admission across unsynced devices.
Handle the common exceptions
| Issue | First response | Escalation |
|---|---|---|
| Code won't scan | Check screen brightness, correct event and usable ticket. | Lookup through an authorized staff tool. |
| Ticket already used | Do not rescan into admission by default. | Ask the shift lead to review the prior check-in record. |
| Guest claims a refund | Review transaction or ticket status; avoid making promises. | Send to the designated support lead. |
| Attendee can't find ticket | Ask them to check the email and spam folder. | Use a controlled purchaser lookup with privacy checks. |
| Network outage | Use a documented, previously prepared offline process if supported. | Apply the venue's incident procedure; reconcile later. |
Specific notes about SONIV
SONIV includes QR-based admissions tools and an organizer check-in workflow. An offline check-in mode is part of the platform, but each authorized device must download the correct event data while online. During an outage, use the previously prepared offline roster, a staffed exception desk and a controlled manual entry log where necessary. Unsynced devices cannot guarantee real-time duplicate prevention. After restoring connectivity, sync and reconcile all scans, duplicates and manual admissions before finalizing totals. If no device was prepared, do not assume live ticket lookup will work without internet. Escalate exceptions to the venue's shift lead and contact SONIV support when possible. The Organizer Studio previews check-in using fictional tickets; it does not query live attendees or test a production scanner.
After doors close
Reconcile valid entries against sold and complimentary tickets, investigate unresolved exceptions and update your incident log. Export or retain only attendee data your team is permitted to use, and avoid printing personal information unnecessarily.
Follow applicable venue accessibility, security, emergency and capacity requirements. Ticket system state is only one input to safe admission decisions.