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Admin has full access — create and edit events, connect Stripe, manage the team, promoters, communication, reporting, and settings.Scanner Plus can only check attendees in with the scanner app, and only for the events an admin assigns them under Select Events. They cannot see your revenue, change ticket prices, touch your Stripe connection, or reach event setup or settings at all. A scanner working one show can’t even see your other events.That narrowness is the point. Door staff are often casual or volunteer, working a single night — Scanner Plus gives them exactly what the entrance needs and nothing else, so there’s no reason to hand out admin access just to get someone scanning.One person can hold both: the same individual can appear in your user list more than once with different roles — an admin who also scans, for example — and each entry is managed separately.See Team members and roles and Add a scanner.
The access chain runs through the invite:
  1. An admin adds them in Settings → User & Role with the Scanner Plus role and assigns their events — see Add a scanner.
  2. TixFix emails the address the admin entered, with instructions for getting into the scanner app.
  3. The scanner signs in using the email address the invitation was sent to.
  4. They select the event they’re working. Only assigned events are offered.
Add your door team a day or two before the event, not on the night — it gives people time to accept the invite and sign in before there’s a queue at the entrance. And have each person sign in, select the event, and test-scan one ticket before doors open.See The scanner app.
Yes — assign as many as you like under Select Events when you add them, or edit their row later with the pencil icon in Settings → User & Role. Inside the app they pick which assigned event they’re scanning.The catch is that a new event is never automatically visible to existing scanners. Adding a show to a run means going back to each scanner’s row and adding the event to their Select Events list — forget this and your experienced door team can’t see the new show on the night.The reverse also holds: removing a scanner with the trash icon takes effect immediately, including during an event that’s currently running. If someone is mid-shift on the door, wait until the event is over.See Add a scanner.
They haven’t been assigned to it. An admin opens Settings → User & Role, clicks the pencil icon on their row, adds the event under Select Events, and saves. The fix takes seconds once someone with admin access is at a screen — which is exactly why it’s worth checking the day before rather than at the door.Two other things worth ruling out while you’re there. Make sure they signed in with the email address the invitation was sent to — a scanner signed in on a different account won’t see anything. And if they can see the event but tickets are scanning as invalid, check they selected the right event in the app; a scanner set to the wrong show rejects every ticket at yours.See Add a scanner and Troubleshoot scanning.
That code has been checked in before. Usually one of:
  • A double scan — the reader caught the code twice in quick succession. If they were only just scanned, this is almost certainly it; let them in.
  • A forwarded screenshot — two people holding the same ticket. Only one is the legitimate holder; check the name on the order against ID if the situation warrants it.
  • Re-entry — they left and came back. Handle this with a wristband or stamp, not by rescanning.
Almost always the explanation is honest — screenshots get forwarded, phones die, people step out. Assume a mistake before assuming fraud, decide your house rule before doors open, and apply it consistently. When in doubt, let them in and note it: a refunded ticket costs less than a scene at your door.See Troubleshoot scanning.
Work through this in order — the causes are listed by likelihood:
  1. Are they at the right event? The most common cause by far, especially if you run several shows.
  2. Is the scanner on the right event? Have the staff member confirm which event they selected when they signed in.
  3. Is the QR code readable? A cracked screen, low brightness, or a heavily compressed screenshot can defeat the camera. Ask them to raise the brightness or open the original ticket email.
  4. Was the ticket cancelled or refunded? A cancelled ticket’s QR code stops being valid. Check the guest list for their name.
If they’re on the guest list but the code won’t read, check them in manually — or resend the ticket, which puts a fresh scannable code in their email in under a minute.See Troubleshoot scanning.
Look them up on the guest list — by name as well as by email, since people often bought on a different address than the one they remember. If they’re there, they hold a valid order and can be checked in manually.If they can reach their email on their phone, resending the ticket is usually the better route: it gives them a scannable code in under a minute, keeps the normal scan flow, and means their check-in is recorded the same way as everyone else’s.If they’re not on the list, they don’t have an order — either they used yet another email address, or the purchase never completed. Your published event page keeps selling while its ticket categories are within their sales windows, so if you’ve set a category to run through doors, they can buy on their phone at the entrance. See Ticket types and pricing.
Not by rescanning. TixFix records a check-in when the ticket is scanned, so a second scan of the same ticket reports as already scanned — the same signal you’d get from a forwarded screenshot, which is precisely why the app can’t treat rescans as re-entry.Handle re-entry physically instead: a wristband, a stamp, or a marked list at the exit. Brief your door team on the rule before doors open so everyone applies the same policy — the failure mode is one entrance waving people back in while another turns them away.See Troubleshoot scanning.
Yes. Assign every door staff member to the same event and they all scan into one shared, central record — so a ticket checked in at one entrance immediately shows as already scanned at the others. That shared record is exactly what stops one ticket being used at two doors.The central record has a second benefit: if a device fails mid-queue, any other assigned scanner keeps working, because check-ins are recorded centrally, not per device. If you’re down to no working device at all, fall back to the guest list on any signed-in phone, check names off manually, and reconcile afterwards.The only setup requirement is that each person is actually assigned to the event — see Add a scanner.See Troubleshoot scanning.
Mark that registration question shown when scanning when you set up the event:
  1. On the event wizard’s registration step, click Add Custom Form and write the question — for example What food type would you want? with options Chicken, Veg, Fish.
  2. Scope it with Applied to: so only the relevant ticket categories are asked — a meal question might apply to VIP only.
  3. Turn on Shown when scanning. The saved question summarizes as something like Dropdown • Required • Shown when scanning.
The attendee answers at checkout, and when their ticket is scanned the answer appears to the scanner alongside the check-in result — no spreadsheet, no lookup.Use it for anything staff act on at the door: meal choice, drink package, session track, accessibility needs. Two or three questions at most — every extra answer on the scan screen is one more thing to read while a queue builds. Answers to questions you don’t mark are still collected and come through in the attendee export.See Questions at check-in and Registration form and custom questions.
Tickets Scanned on your dashboard, shown against tickets sold. Every ticket scanned counts toward it, and it updates as people come through — so you can watch arrivals in real time from anywhere, not just from the door.Two ways to use it. During the event, it’s a health check: if the figure is flat ten minutes after doors, something is wrong with the door setup rather than the turnout — a scanner on the wrong event, or nobody signed in. Afterwards, the gap between sold and scanned is your no-show rate, which feeds directly into planning the next event’s capacity and catering.Note the division of labour: Reporting counts sales, not attendance. Tickets Scanned is the attendance figure.
Still stuck? Email contact@tixfix.ai with your event name and a screenshot.