Audience: on-site check-in staff. Applies to: events using the Delekit check-in app.
Ticket not found means the code on the ticket or wristband doesn't belong to anyone in the event you're scanning in, as far as Delekit and the device can tell. The scan isn't counted. Find the cause in the table, then scan again or check the person in by hand.
When it happens
| Cause | How to tell | What to do |
|---|---|---|
| The ticket is for another event | The person is at the wrong venue or day, or you opened the wrong event. | Check the event name in the sessions list. Go back to My Events and open the right one. |
| They've been given a wristband | Their emailed QR code stopped working when the wristband was assigned. | Scan their wristband instead. |
| They've been deleted | On the web, they're in the attendee list only with Show deleted. | Ask the organiser. Restore them on the web if they should be there. |
| Their registration is cancelled or declined | On the web, their status is Cancelled or Declined. They're no longer in the app's attendee list. | They can't check in. Ask the organiser: if they should come in, the organiser changes their status on the web, then you select the refresh icon. |
| They registered after the device last synced, and it's offline | The scan screen shows Offline. | Check them in by hand, or reconnect and scan again. |
| The wristband was never assigned, or is blank | It's a spare from the box. | Assign it: see Assign a wristband to an attendee. |
| Their wristband was replaced | They've lost it and been given a new one, or the wristband was given to someone else. | Scan the wristband they have now, or replace a lost wristband. |
| The wristband was assigned on a device that hasn't synced | It was written on a device that was offline. | Bring that device online and select its refresh icon, then scan again. |
How to fix it
- Check you're in the right event and session.
- On the toolbar, select the refresh icon and wait for it to stop turning.
- Scan the ticket or wristband again.
- Still Ticket not found? In the sessions list menu, select Attendees and search for their name. If they're there, check them in by hand: see Find an attendee and check them in by hand.
- If they aren't in the event at all, ask the organiser, or add a walk-in attendee if they may come in.
Related articles
Still stuck? Contact Delekit support.
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