Registration & Check-In Issues

Where to Find It

Project > Registration > Registrants, or Project > Engagement > Check-In Dashboard

Use this when attendee lookup, QR scanning, or registration state is slowing down check-in.

Symptoms

• a registrant cannot be found
• check-in staff see inconsistent attendee states
• venue traffic causes slow or unreliable check-in behavior
• registration rules seem to behave differently than expected

First Checks

Check-In Triage

1. Confirm the attendee is in the correct project and registration type. Search by email, check-in code, registration ID or order reference as described below.
2. Check whether the registration module and check-in surface are enabled.
3. Verify the venue network and rate-limit allowlist if many scanners share one outbound IP range.
4. Confirm whether the issue is attendee data, pricing/rules, or onsite/network behavior.

Find the Attendee

Open Registration > Registrants and use the search box. It matches name, booking-contact email, company, phone, membership number, check-in code, registration type, group name, invoice numbers and payment references. It also finds a registration from:

• the registration ID, or the first eight or more characters of it, and
• the order reference from the attendee's confirmation (ORD-AB12CD34, #AB12CD34 or AB12CD34), which matches both the seat's own order and the order that paid for it.

When a code or reference returns several people, add a name or email. Orders placed within about a minute of each other can share a reference.

Open the registrant and look at Status & Actions. It shows the status, whether they are checked in, and the Check-in code with a Copy button, so you can compare it with the code on the pass the attendee is holding. If the attendee's name is missing or looks wrong, check whether the seat is an unnamed group seat: the Unnamed group seats view in the registrant list shows them.

Why Check In Is Unavailable

When Check In is greyed out on a registrant, a note beside the button says why. Staffed check-in admits confirmed and partially paid registrations.

What the note says	What to do
Registration is pending approval	Approve or reject it from Status & Actions, or send the attendee to the help desk.
Registration is pending payment	Open the order from the registrant or Financials > Sales Orders, take payment or record it, then check in.
Registrant is on the waitlist	The attendee does not hold a place yet. See Waitlist.
The attendee has asked to cancel	Review their request in Registration > Change Requests first.
A transfer or type change is in progress	Finish or cancel the pending change, or wait for the new attendee to accept the transfer.
This registration is cancelled, expired, transferred, or was replaced when its type was changed	Search again: the person usually holds a newer registration, or the place now belongs to someone else.
This event does not allow re-entry, and this registrant has already been checked in	They were admitted earlier. Check the arrival time on Status & Actions. With re-entry switched off in the attendance settings, a second check-in is refused.

Check In is not shown for someone who is already checked in. A virtual-only registration is not expected at the venue and has no name badge, so badge actions are hidden for it. The Check-In Dashboard lists these separately as Virtual only.

Bulk Check-In Reports Some Already Arrived

Checking in a selection from the registrant list reports how many were checked in and how many already had an arrival on record. Those already admitted are not checked in again. See Bulk Operations.

Common Causes

• attendee record exists in the wrong scope
• the registration is unpaid, awaiting approval, waitlisted or in the middle of a transfer or type change
• the attendee holds a replaced or transferred registration, and the live one is under a different name or email
• the booking contact differs from the email the attendee remembers; search by the check-in code instead
• venue network saturation or shared NAT behavior
• stale operator assumptions about registration settings
• check-in staff using a surface that does not match the event workflow

Badges

If a badge has not printed, open the registrant and use Preview Badge and Mark Badge Printed in Quick Actions. Bulk printing is all-or-nothing: if one registrant's badge fails, no PDF is produced for the batch and the selection is kept, so fix or deselect that person and try again. See Bulk Operations.

Protect the queue

If the line is growing, move the attendee to a help desk lane and keep scanning everyone else. Investigate the record without blocking the main check-in flow.