Troubleshooting — customer check-in problems

"You already have an active check-in"

Means: that phone number already has a ticket in line. Do: the page shows their existing ticket — that is their place; no action needed. Staff can find it under Tickets by phone if the customer is confused. Don't create a second ticket under a different number.

The form rejects a field

Validation messages name the field (phone format, missing email where required). Entered values are kept, so fix just the flagged field. If the customer can't provide a required email, check in at the desk — the walk-in form follows the location's rules but staff can assist.

"At capacity for today"

The location hit its daily plan quota (only possible when billing is enabled). The front desk can still help in person; owners can add a quota boost or upgrade — see Plans & limits.

"We could not complete your check-in"

The automated abuse screen declined the attempt (rare for real customers; shared-network bursts can trigger it). Try again in a minute or check in at the desk — staff can always add a walk-in.

No confirmation email arrived

Check spam. The check-in itself succeeded regardless (email is best-effort) — the ticket is on the board and the confirmation page stays live. Staff can copy the tracking link from the ticket page and resend it manually.

Lost the tracking link

Re-check-in with the same phone (returns the existing ticket), use the email link, or ask staff to copy the link from the ticket page.

Check-in page says check-in is closed

The location paused check-in (Check-in enabled off) — customers should ask the desk; Admins can re-enable it in Settings → Check-in options.