Help
Help is right here.
Everything you need to get started, welcome people, and keep things running smoothly. And whenever you need us, there’s a real person ready to help.
At the door
Every message. A clear next step.
Sometimes a scan needs a little attention. Presence tells you exactly what happened and what to do next. Find the message on your scanner below.
This person has already been checked in for this gathering. You'll see when they arrived and who scanned them. No action needed. Welcome them in.
This visitor or event pass has expired. Tap Visitor on your scanner to issue a new one.
There isn't an active gathering to check into. Your scanner shows when the next one begins. Check the status bar at the top.
Your scanner is outside the permitted check-in area. Move closer to the venue or adjust the radius in Settings.
This pass has been disabled. Someone with dashboard access can reactivate it.
This is a valid Presence pass from another organisation. If they're visiting, issue a visitor pass.
The QR code isn't a Presence pass. Ask the person to open the original pass link they received.
We couldn't find this pass in your organisation. It may have been reissued. Try entering their member code instead.
The code entered doesn't match anyone. Check the member code printed beneath the QR and try again.
More than one person has this member code. Scan their unique QR code instead.
Your scanner couldn't reach the server. This person has not been checked in. Restore your connection and try again.
The tag was read twice. Move it away from the phone, then tap again once.
We couldn't verify this tag. Scan the person's QR code instead and set the tag aside.
Your organisation requires a verified tag. Use their secure tag or scan their QR code instead.
Secure tag verification hasn't been configured for this venue. QR scanning still works. Contact support to complete setup.
Tap check-in is available on Business. You can still scan QR codes, or upgrade from your dashboard.
This phone isn't connected to your organisation yet. Open Settings and enter the join code from your dashboard.
This scanner's organisation can no longer be found. Reset the pairing in Settings and connect again.
Check-ins are temporarily unavailable for this organisation. Contact Presence Support to resolve it.
Something unexpected prevented check-in. Read the explanation beneath the message. If it isn't clear, share it with support.
Getting started
Four steps. And you’re ready.
Everything you need to welcome your first member, all in one afternoon.
Add members one by one or import a spreadsheet. Just a name and phone number to begin. The rest can wait.
Send a personal link. Members can add their pass to Apple Wallet on iPhone or open it in any browser. No member app required.
Install the free scanner app, enter your join code, and add the steward's name. Every check-in is recorded automatically.
Scan a pass. Welcome someone in. Watch attendance update instantly, at the entrance and in your dashboard.
Common questions
A few things worth knowing.
Only the person scanning at the door. Members use Apple Wallet or a web pass they can save or screenshot. No extra app required.
Not usually. Their existing pass link and QR code remain the same when you update their details. They can open the original link on a replacement phone. A new member gets a new pass.
Absolutely. Starter includes one scanner, Basic includes five, and Pro and above support unlimited scanners. Everyone sees the same live attendance count.
Your data stays safe and existing check-ins keep working. We'll let you know when it's time to upgrade before adding more members.
Not yet. Every check-in is verified online. If the connection drops, your scanner warns you immediately and clearly identifies any check-in that wasn't recorded.
WhatsApp and SMS use pay-as-you-go credits. No bundles or expiry dates. Pro members save 15% on messages, and Business members save 25%. Pass messages and web push reminders are free on every plan.
Yes, on Business and above. Payments, donations and offerings go directly to your connected payment account. Presence never holds the funds.
Of course. Give each person permission to view or manage specific areas. On multi-site plans, restrict access to individual campuses. Only owners can change team permissions.
Contact support
We’re here when you need us.
Some things are easier with a real person. Send us a message and our team will help you find a way forward.
Already using Presence? Contact Support from your dashboard. Your organisation details come with your request, so we can get straight to helping.
It opens a chat with a message already written. Nothing is sent until you send it.