You are at the venue, the queue is moving, and when it is your turn... the QR code will not scan. It is one of the most stressful moments for any event-goer. Here is what to do in the moment, and how to prevent it from happening in future.
This guide covers general troubleshooting for QR code tickets. The exact solution may depend on the platform and venue.
Quick fixes to try at the door
If your QR code is not scanning, try these steps before panicking:
- Increase your screen brightness -- Turn it all the way up. Scanners struggle with dim screens, especially outdoors or in bright lighting.
- Remove your phone case -- Some cases create glare or shadows that interfere with scanning.
- Zoom in -- Make the QR code as large as possible on your screen. Pinch to zoom if needed.
- Hold steady -- Keep your phone still and let the scanner find the code. Moving it around makes it harder to read.
- Clean your screen -- Fingerprints and smudges can interfere with the scanner.
- Try a different angle -- Tilt your phone slightly to reduce glare.
- Switch to your original ticket source -- If you are showing a screenshot, try the original email or the platform's app instead. Screenshots can sometimes lose quality.
- Refresh the code -- If the platform uses dynamic QR codes that refresh periodically, close and reopen the app to generate a fresh code.
If the quick fixes do not work
If none of the above helps:
- Show the door staff your confirmation email -- They may be able to verify your booking using the order number or booking reference.
- Ask to speak to a manager or box office -- Door staff scanning tickets may not have the authority to override a failed scan. A venue manager or box office team member usually does.
- Show proof of purchase -- A bank statement on your phone showing the transaction can help prove you are the legitimate ticket holder.
- Stay calm and polite -- Getting frustrated with venue staff will not help. They deal with scanning issues regularly and will usually work with you to find a solution.
Common reasons QR codes fail
Understanding why codes fail can help you prevent it:
- Screenshot quality loss -- Each time a QR code is screenshotted or forwarded, it can lose resolution. Always use the original source.
- The code has already been scanned -- If someone else used the code before you (duplicate ticket fraud), it will show as already redeemed. This is a serious issue that requires the box office to investigate.
- Dynamic codes have expired -- Some platforms use codes that change on a timer for security. If your code has expired, reopen the app.
- Wrong ticket -- If you have multiple orders or events, make sure you are showing the right ticket for the right event.
- Internet connectivity -- Some apps need an internet connection to display or validate the QR code. If venue reception is poor, try connecting to the venue's Wi-Fi or loading the ticket before you arrive.
Preventing scanning issues
- Add your ticket to Apple Wallet or Google Wallet -- Wallet passes work offline and are optimised for scanning.
- Load your ticket before arriving -- Open the email or app while you have good internet and keep it on screen.
- Save a PDF backup -- Download the ticket as a PDF to your phone. This works without internet.
- Charge your phone -- A dead phone means no ticket. Bring a portable charger if your battery is unreliable.
- Arrive with time to spare -- If something goes wrong, you want time to sort it out rather than missing the opening act.
How Tickts QR codes work
Tickts QR codes are designed for reliability. Each code is unique and linked to your specific order. Our codes work in Apple Wallet and Google Wallet, and can be accessed through your Tickts account at any time. If you ever have an issue at the door, venue staff using the Tickts scanner app can look up your booking directly -- so even if the QR code itself has a problem, there is a backup route to verify your ticket.
Summary
A QR code that will not scan is fixable in most cases. Start with the basics -- brightness, zoom, angle -- and escalate to the box office if needed. To prevent issues, use wallet apps, load your ticket in advance, and always keep your phone charged. The few minutes of preparation are worth it for the peace of mind at the door.
