Answers, before you write in.
Setting up, running a door, and what to do when the scanner refuses someone. If none of this covers it, there is a real person at the bottom of the page.
What the scanner just told you.
Every refusal names the person and says why in a plain sentence. These are those sentences, and what to do about each one.
They have a check-in for this service already, with the time and who scanned them. Nothing is wrong: let them through.
A visitor or event pass with an expiry that has passed. Issue a new one from the Visitor button on the scanner.
No service is running, so nobody can be checked in. The status bar at the top of the scanner says this before anyone scans, and names the next one.
The SCANNER is outside the venue, not the member. Check-ins only count inside the radius you set. Move closer, or widen it in Settings.
Someone disabled it in the dashboard. Anyone with dashboard access can turn it back on.
A real Presence pass, but issued by a different organisation. Issue them a visitor pass if they are meant to be there.
The QR scanned fine but it is not a Presence pass at all — a Wi-Fi code, a poster, a link. Ask them to open the pass from the message you sent.
A Presence pass nobody here holds. Usually it was reissued. Their member code still works: use Enter code.
A typed member code with no match. The code is printed under the QR on their pass.
A secure tag read twice in a row. Lift it away from the phone and tap once more.
The device is not linked to an organisation. Pair it in Settings with the join code from the dashboard.
No connection, so the check-in never reached us. They are NOT checked in. Try again when the signal is back.
Four steps, one afternoon.
Add your people
Type them in, or import a spreadsheet. Name and phone number are enough to start; everything else can come later.
Send the passes
Each person gets a link. It opens in Apple Wallet on an iPhone, and as a web page anyone can save to their home screen on anything else.
Pair a scanner
Install the free scanner app on any phone, enter your join code, and type the steward’s name. Every check-in is logged under it.
Open the doors
Point the phone at their pass. The count moves, and the dashboard shows the same number from anywhere.
The ones people ask.
No. On an iPhone the pass goes into Apple Wallet, which is already there. On anything else it is a web page they can save to the home screen or simply screenshot. Only the person scanning at the door installs an app.
Almost never. A pass updates itself over the air and keeps the same link and the same QR forever, so changing someone’s name, role or photo reaches their phone without reissuing anything. You only issue a new pass if the person is genuinely new.
Yes, on every paid plan. Starter allows one scanner device; Basic allows five; Pro and above are unlimited. Each device shows the same running count, and the Live panel on the scanner lists who else is on a door right now.
Starter covers 75 people and one scanner. Nothing is deleted or switched off when you pass it — you are asked to move up a plan to add more people.
No, and it says so rather than pretending. A check-in is confirmed by the server, so with no connection the scanner shows "This was not recorded" and the person is not checked in. The status bar warns you the moment the connection drops, before anyone is turned away.
WhatsApp and SMS are charged against message credits as you send, so there is no bundle to forecast. Pro takes 15% off every message and Business 25%. Web push and the message on the pass itself are free on every plan, including Starter.
On Business and above. Money settles to your own account through your own payout details — it does not pass through us and we do not hold it.
You choose per person. A team member can be given view or manage on each area separately, and on multi-site plans they can be limited to one campus. Only an owner can change what other people are allowed to do.
Comparing plans? See what each one includes, or how the whole thing works.
Still stuck?
Write to us and a person answers. If you are already signed in, use Support inside the dashboard and your organisation comes attached, which saves a round of questions.
support@presencepass.com