Guide for Staff Members

Quick guide for door personnel and box office staff.

Your Role

As staff, you'll:

• ✅ Scan tickets at entry
• ✅ Verify ticket validity
• ✅ Handle customer issues
• ⚠️ No access to financial data or event settings

Getting Started

Download Scanner App

Mobile App:

• iOS: [App Store link]
• Android: [Play Store link]

Web Version:

• Go to scanner.tixfin.com
• Works on any device with camera

Login

1. Open the scanner app
2. Enter your TIXFIN username and password
3. If your account has two-factor authentication enabled, enter the 6-digit code from your authenticator app when prompted
4. Select your event

App Settings

From the app's Settings screen you can see your account info (name, username, assigned roles), switch the app language (English or German), check the app version, and log out.

Scanning Tickets

How to Scan

1. Open Scanner - Select your event from the list
2. Point at QR Code - Camera auto-scans when QR code is visible
3. Check Result - Green = Valid, Red = Invalid
4. Let Them In - Or ask them to go to customer service

Scan Results

Each scan shows a full-screen result card so it's readable at a glance, even in a dark, noisy entrance:

Manual Entry

If QR code won't scan:

1. Tap "Manual Entry"
2. Enter ticket number (from email)
3. Verify name matches ID
4. Confirm entry

Common Issues

Problem: Phone Screen Cracked

Solution:

• Try scanning anyway
• Use manual entry
• Check their email on your device

Problem: Customer Says "Already Scanned"

This usually means:

• They shared QR code
• Screenshot was used by someone else
• Technical error (rare)

What to do:

1. Stay calm and professional
2. Ask to see photo ID
3. Check scan history in app
4. Call supervisor or organizer
5. Don't let them argue with queue

Problem: Scanner App Offline

Backup methods:

1. Use paper attendee list
2. Check manual entry with ID
3. Make note for later verification
4. Contact tech support

Box Office Sales

Selling Tickets On-Site

1. Open "Box Office" in app
2. Select ticket type
3. Enter customer details
4. Process payment (cash/card)
5. Customer receives email instantly

Cash Handling

• Keep cash in secure location
• Count before and after shift
• Get receipts for all sales
• Report discrepancies immediately

Best Practices

For Smooth Entry

✅ Test scanner before doors open ✅ Have backup battery/charger ✅ Keep backup paper list ✅ Know where customer service is ✅ Stay professional and friendly

Team Communication

• Use walkie-talkies or group chat
• Report issues immediately
• Help each other during rushes
• Take breaks in rotation

Security

• Check IDs for age-restricted events
• Watch for suspicious behavior
• Don't share your login
• Log out after shift

Dashboard Features

During Event

Real-time Stats:

• Total attendees checked in
• Tickets still unused
• Entry rate per minute

Recent Scans:

• See last 50 scans
• Filter by valid/invalid
• Search by name

After Event

1. Close your shift
2. Note any issues
3. Return equipment
4. Complete shift report

Troubleshooting

Scanner Won't Connect

1. Check internet connection
2. Restart app
3. Switch to web scanner
4. Use offline mode

Can't Find Event

• Make sure you're invited to event
• Check with organizer
• Try logging out and back in

App Crashes

• Force quit and reopen
• Update to latest version
• Restart phone
• Use web version as backup

Emergency Situations

Fire Alarm / Evacuation

1. Stop scanning immediately
2. Help direct people to exits
3. Follow venue emergency plan
4. Don't worry about tickets

Medical Emergency

1. Call for medical help
2. Clear space for responders
3. Continue managing entry away from incident
4. Follow organizer instructions

Aggressive Customer

1. Stay calm
2. Don't argue
3. Call supervisor or security
4. Never put yourself at risk

Quick Reference

Scan Meanings

• 🟢 Green = Let them in
• 🔴 Red = Don't admit
• 🟡 Yellow = Check with supervisor

When in Doubt

1. Ask for ID
2. Check with supervisor
3. Send to customer service
4. Never guess!

Need Help?

During Event:

• Call your supervisor
• Use team radio/chat
• Find event organizer

Technical Issues:

• Email: support@tixfin.com
• In-app: Tap "Help"
• Phone: See your event details

More Info