Scanner troubleshooting

Updated 2026-11-12

Most scanner problems come down to the link, the phone, or NFC. Here's what each message means and how to fix it on the spot.

"This link isn't valid"

The link was removed or is wrong. Open Scanners, find the person, and tap Share to send the link again or Re-send the SMS. If they were removed, add them again as a new scanner.

"This ticket can't be used here"

The ticket isn't for this event. If it's for another of your events and you want to let them in, turn on Tickets from other events in event settings, then scan again: the scanner shows Ticket for another event and Use ticket anyway. A ticket from a different project never scans here.

The Sell or Check tab won't read bands

On an iPhone? iPhones can't read wristbands. Scanning ticket QR codes works on any phone, but selling and checking bands need an Android phone with Chrome. On an iPhone, a seller can still see their orders and cancel.
Not in Chrome? Open the link in Chrome.
"NFC is off" — turn on NFC in the phone's settings, then tap I've turned it on.
"Chrome needs NFC permission" — allow NFC for the site when Chrome asks, or tap Ask again.
"Couldn't read the band. Tap it again." — hold the band still against the back of the phone until the screen changes. Where the reader sits varies by phone, so move it around a little.

Nothing to sell

"Nothing to sell yet" — the event has no active Cashless products. Add them under Products (see set up the bar).
"Sales are closed" — wristband sales are switched off. Open them with the Wristband sales switch on Scanners.
No Sell tab at all? The person doesn't have the Can take wristband payments role. Turn it on in their row.

A charge or a band went wrong

"Couldn't confirm the charge" — the charge may or may not have gone through. Tap Check balance and compare before charging again.
"No connection" — selling needs internet. The order stays on screen; try again once the phone is back online.
"This band isn't connected yet" — a scanner at the gate connects it by scanning the guest's ticket, then Connect wristband.
"This band is connected to another guest" — give the guest a new band. To fix a band on the wrong person, use Check wristband → Disconnect band.
"Band not recognized" — it isn't one of your wristbands.
Wrong charge — the seller opens the order in Your orders and cancels the wrong items. The money goes back to the guest's balance right away.

Language and display

The scanner opens in the phone's language. Tap the globe icon to switch between English and Hebrew, dark and light, or to turn payment sounds on or off. The phone remembers the choice.