When using the tablet in Check-in mode, users should see a confirmation screen after scanning their QR code or registering manually.
Checked-in: The user has been successfully registered on-site.
Checked-out: The user has been successfully checked out.
If a user does not see either of these confirmations, one of the following errors may appear.
Common Error Messages
1. No Active Event
Message: Unable to check-in – You have no active event
Cause: The user’s role is tied to a specific event, but there is no valid event at the time of check-in.
Solution: Verify that the user has been correctly assigned to an active event before attempting to check in.
2. Marked for Review
Message: Unable to check-in – Your profile is currently marked for review by an administrator
Cause: The user has been flagged for review and cannot access the site until cleared.
Possible reasons include:
The user is on the blocklist.
The user failed a test section multiple times.
There is a mismatch between user documents and personal information (e.g., name mismatch).
Solution: An administrator must review and validate the user before access can be granted.
3. Role Doesn’t Match
Message: Unable to check-in – Your profile does not have the required role to access this zone
Cause: The user’s role does not allow access to the zone where the check-in tablet is located.
Solution: Confirm that the user has been assigned the correct role for that zone. If not, update the role in the user’s profile.
Additional Help
If users continue to experience issues, review their profile in the admin dashboard for:
Active event assignments
Role permissions
Review status or blocklist flags
Possible Reason | Explanation |
Open tasks | The user still has incomplete tasks that block access. |
Document under review | Our tool only verifies documents that are 100% linked to the user. If data doesn’t match, the user is placed in review. |
Expired document/permit | Contractors often upload documents with expiry dates. Even if notified, they may miss renewing them. |
Pending approval | An extra approval layer was added, but the user hasn’t been approved yet. |
Expired QR code | QR codes are valid only for a set period. Recurring visitors/contractors may miss renewal notices. |
User archived | Users (visitors or contractors) are automatically archived after inactivity. Notifications may be missed. |
Wrong login method (SSO) | The user may have accidentally tried logging in with Microsoft SSO instead of their password. They need to return to the login screen and choose the correct method. |