Learn more about features and system basic.
1. Click on 'Home' and select your Gate (or person, if you have renamed your gates) to start scanning.
TIP: If you're using a stand alone machine, we recommend that you select Gate 1 prior to starting to scan. This way the administration panel is not seen by your volunteers.
2. Please ensure that your cursor is in the box before scanning.
3. When you scan a ticket, you will see a large green 'OK' and hear a ping sound if the ticket is OK. If you see red wording (invalid or duplicate) or hear a siren, this indicates that there is a problem with the ticket being presented.
In the case of Duplicate or Invalid ticket warnings, further information will be given on screen to help you identify why there's a problem with the ticket presented.
What do I do if?
Someone arrives who forgot to bring their ticket or have brought 2 copies of the same ticket?
Answer: If you have downloaded your data, just ask for the last name of the person who made the booking and type this into your scan box. As you type their name, this will bring up all the tickets in their name, the Ticket Type/s they have booked, and if it has already been scanned. If it has not been scanned, you can click into the box beside 'No' to manually set it to 'Yes'.
Tip: Before doing this, you may wish to ask for ID, such as a drivers license, to validate they are the genuine owners of this ticket.
If the ticket that is presented doesn't scan?
Answer: You can search for a ticket in two ways. You may wish to search for it via the booking name (as above). This will display all tickets purchased by that person, made at the same time. If they have purchased a couple of times, you may need to check the alternative booking.
You could search for that ticket number placing a '?' or '/' in front of the ticket number. The '?' Or '/' symbol will find the ticket but does not record it as a scan. This will then give you (as shown above) a history on the scans of this ticket and where it was scanned. From there you can accept that ticket manually by clicking in the box marked 'No' to 'Yes'.
You scan a ticket and then the person decides to wait for their family and does not enter.
Answer: Look up that ticket number (via searching for the person who made the booking or entering '?ticket number' and change the Accepted from 'Yes' to 'No' by clicking in the box. Make sure they have their ticket when doing this.
The ticket presented on a phone is not scanning
Answer: Ask them to turn the brightness up on their phone and make the barcode longer before trying again.
Tip: Don't forget that if they don't arrive with their ticket, to ask them for ID to prove they are the owners of that booking. If they aren't the booking person, you may wish to ask them to sign a credit card form which indicates that their ticket will be checked at the end of the festival for duplication / bookers confirmation and, should the ticket be presented, they understand that you will charge their credit card for the ticket given in “good faith”. Make sure you grab their details, get them to sign this form, and ask them to acknowledge it will show Trybooking on their card.
From your admin panel, select 'reports' to view the history of scans per gate.
Tip: Be aware that the accepted tickets could be slightly higher than the Total tickets due to a couple of manual overrides.
Clicking on the numbers in blue will drill into a report. If you're running an event where it's important that everyone is accounted for, click on 'Not Presented' to gain access to their contact details so that you can call the missing participants. Views of invalid tickets for each gate or expanding on ticket types are all possible, as is exporting your data to a .csv file, via the Database icon on the admin panel.
From 'Database', you can delete scans after testing the system.
Recommendations for a successful event:
- Install the software and work out how it works well in advance of your event.
- Decide if you will be using downloaded data for your event. If so, download this data in plenty of time before your event (e.g. at least a day prior).
- Do a trial run of your scanning system a few days before the event to avoid any surprise technical issues on the day.
- Read and follow our Crowd Management Guide and Tips to Scanning.
Please note that although these instructions may seem simple it is imperative to put these steps in place to ensure efficiency at the gates. Failing to follow these instructions will result in people come up to the entry point to ask questions, fumble to find tickets in their bag, fail to display barcodes properly upon reaching the gate etc. This can result in each scan taking 2-3 minutes which will lead to extremely long wait times from your patrons.