Troubleshooting Guide

• Check you're using the admin PIN, not the gate PIN. They're different.
• Type the event code on its own (for example ASR2026), with no spaces.
• Your PINs are in the "setup is complete" email we sent when your event was approved.
• Gate staff can't get in? Once you're logged in to the admin page, tap Show next to Gate & scanner PIN under Live Switches to see the current gate PIN.

Still stuck? Email hello@redtix.com.au. We won't send PINs to anyone but the event's contact.

After several wrong PINs in a row, new logins are blocked for up to 5 minutes. Wait, then try again carefully. If it's the gate PIN, changing it from the admin page also lifts the block straight away.

Devices that are already logged in keep working during this time, so it won't stop your scanners or gate sales. Admin and gate logins are counted separately.

That's normal on a device the admin page hasn't seen before. We email a code to your event's email address (the one Redtix has for your event) from noreply@redtix.com.au. Type it on the device you're logging in on.

• Leave Trust this device for 30 days ticked on your own phone or computer, and you'll only need the PIN next time. Untick it on a shared computer.
• Logging out doesn't untrust the device.

1. Check spam or junk, and check it went to your event's email address, which may not be your personal one. The screen says where it was sent.
2. Codes last 10 minutes. If it has expired, or you've typed 5 wrong codes, tap Send a new code (or Back, then log in again) and use the code in the newest email.
3. You can get at most 5 codes in 15 minutes. If you see Too many login codes sent, use the latest email or wait 15 minutes.

Need the event's email address changed? Email hello@redtix.com.au.

That's on purpose. Refunds, emailing patrons, changing a price, saving a discount code and ticket changes that refund money all ask for your admin PIN again, so nobody can do them on a device you've left open. The page remembers it for 10 minutes.

An admin login lasts 12 hours, then you log in again with your PIN (no code needed on a trusted device). If you see Your login has expired or the PIN has changed, your PIN may have been changed: changing a PIN logs out every device using the old one.

Email hello@redtix.com.au straight away and we'll change it. A new PIN logs out every device and untrusts every device, so anyone else would also need a fresh login code from your email.

The scanner switches to manual search so you can keep checking people in by name. To get the camera back:

1. Allow camera access when the browser asks. If you said no earlier, allow it in the browser's site settings (on iPhone: Settings, then Safari, then Camera).
2. Close any other app using the camera.
3. Open the page in the phone's main browser (Safari or Chrome), not inside another app such as Facebook or email.
4. Reload the page. You stay logged in.

The scanner keeps the screen awake while it's open and restarts the camera when you come back to it. If the camera still looks frozen, reload the page; you'll go straight back to scanning, even with no signal.

• ACCESS GRANTED: let them in.
• ALREADY USED (Scanned 2 times): this ticket has already been scanned. It may be a copy of someone else's ticket. Ask the organiser how to handle it.
• TICKET IS VOID or TICKET IS REFUNDED: don't admit. The organiser cancelled this ticket.
• INVALID TICKET CODE: the QR code isn't a ticket for this event, or the ticket was bought after this phone last updated. Try manual search by name, and see the next question.
• CHECK AGAIN: TICKET IS VOID. DO NOT ADMIT: the phone showed green from its copy of the list, but the server says the ticket was cancelled. Stop that person if you can.

• Check the ticket is for this event, not another one.
• If they bought it recently, the phone may not have the sale yet. It updates every 15 seconds while it has signal. Wait for signal, then scan again.
• Use manual search to find them by name.
• If the organiser reissued their ticket, only the newest QR code works. The patron should use the latest email.

Keep scanning. Once a phone has logged in, it checks tickets against its own copy of the attendee list and saves each scan on the phone. The bottom of the screen shows how many scans are waiting, for example 3 unsynced scans queued, and they send by themselves when signal comes back.

• A phone that has never logged in needs signal for its first login.
• While offline, each phone only knows about its own scans, so a ticket copied to two people could get in once at each gate.
• Don't sign out while scans are waiting. If you do, they stay on the phone and send after you sign back in.

The scanner has been switched off for this event, or this phone's login is no longer valid.

1. On the admin page, check Scanner Enabled is on in Live Switches.
2. Tap Retry connection.
3. If the gate PIN was changed, log in again with the new one. The organiser can see it with Show next to Gate & scanner PIN on the admin page.

A scanner or gate sales login lasts 72 hours, and reopening the page renews it, so staff normally only log in once. They'll be logged out if the gate PIN is changed (from the admin page's Gate & scanner PIN row) or the page's saved data is cleared (for example in a private browsing tab). Avoid private or incognito tabs on gate phones.

Gate sales are switched off. On the admin page, turn on Gate Sales Enabled in Live Switches, then tap Retry connection on the gate phone.

The screen checks with Stripe every few seconds, so give it a moment, especially on a weak signal. If the customer's phone shows the payment went through but the gate screen doesn't:

• Don't take a second payment. Let them in if you're satisfied they paid, and let the organiser know.
• Redtix finds paid sales by itself within a few minutes, even after you've pressed Cancel / Start Again. A sale paid after cancelling is still recorded, and the tickets are emailed to the address the customer gave Stripe.
• The organiser can see it on the admin page's Orders tab.

• They scan the QR code with their own phone's camera, which opens a secure Stripe page. They can pay with Apple Pay, Google Pay or a card.
• If their phone has no signal, take cash if you can, or press Cancel / Start Again and try again.
• If the card is declined, that's between the customer and their bank. Start again for another card.

The message underneath says why:

• Tier ... is SOLD OUT: that category has reached its limit or is switched off. The organiser can raise the limit or switch it on in the Categories tab.
• Ticket sales for this event aren't open yet: Redtix hasn't approved the event yet. Email hello@redtix.com.au.
• CONNECTION TIMEOUT: the signal dropped. Wait for signal before trying again, and tell the organiser, so they can check the Orders tab in case the first attempt went through.

Gate sales are let in on the spot when the screen turns green, so no tickets are emailed. Card customers get a receipt at the email they gave Stripe. Tickets are only emailed for a card sale that was paid after the gate screen had moved on.

1. Ask them to check spam or junk and search for "Tickets:" and your event name.
2. On the admin page, find the order on the Orders tab and check the email address and the payment status.
3. If the address is wrong, use the Resend tab to send the tickets to the right address.
4. If the payment status isn't FULFILLED, see "Paid, but no tickets" below.

Bigpond and Telstra addresses: some Bigpond inboxes have rejected ticket emails in the past. If a patron with a Bigpond address hasn't received their tickets, ask for another email address (such as Gmail or Outlook) and resend the tickets there.

Redtix checks addresses before sending, and holds back emails to addresses that can't receive mail, such as a typo like gmial.com. Ask the patron for the right address and use the Resend tab to send it there.

Use the Reissue tab. The patron gets new QR codes and the old ones stop working at the gate.

Large patron emails go out in batches. If the daily sending allowance runs out, the rest goes automatically over the following hours. Press Send once only; the Email patrons tab shows how it's going.

• This event wasn't found or portal token doesn't match: the code has been edited or belongs to another event. Copy it again from the Website widget tab and replace the whole block.
• Anything else: reload the page. If it keeps happening, email hello@redtix.com.au with the message shown.

• Not Available: the category is switched off. Turn it on in the Categories tab.
• Sold Out: it has reached its limit. Raise the limit in the Categories tab if you have room.

Your event is still waiting for Redtix's approval, which comes after you've connected Stripe. Email hello@redtix.com.au if it's taking a while.

• Paste it into an "HTML embed" or "custom code" block, not a normal text block.
• Paste the whole code: use the Copy code button rather than selecting by hand.
• Some website builders only run custom code on the published page, not in the editor's preview.

You have an older copy. It still works, and Redtix only keeps the suburb, state and postcode, but copy the new version from the Website widget tab when you can.

Tickets normally go out within a minute or two of payment, and Redtix rechecks unfinished payments with Stripe every few minutes. If an order still shows PENDING or PAID rather than FULFILLED, open it on the Orders tab and press Retry fulfilment (shown when it can help). It checks the payment with Stripe first, then issues and emails any missing tickets.

The buyer started checkout but didn't pay, or left the Stripe page. A checkout link lasts 55 minutes. Nothing was charged and the seats went back on sale. The buyer can simply order again.

A refund only covers tickets still active on the order. If some were already refunded or voided, reload the order and pick from what's left. Tickets that have already been scanned can be refunded too, after a warning.

Check the payment in your Stripe dashboard. Each order has Stripe's fee and the Redtix fee taken out. Stripe charges more for international, American Express and some business cards, and refunds come out of your balance. See the FAQ for how fees work.