Troubleshooting

Guest is not on the pre-register list

• Confirm they used your business's pre-register link or QR
• Entries expire after 1 hour—ask them to submit again
• Fall back to manual SMS number entry

Tag already in use

• Another open ticket already uses that hanger number
• Pick a free tag, or resolve the open ticket first
• See Tags & NFC

Camera / scanner not working

• Allow camera permissions in the browser
• Use the scanner toggle/reset in the Staff App
• Try a different browser or the CoatCheck mobile app

Guest lost their phone or ticket

• Use Rescue lookup (phone number or other details)
• Confirm identity carefully before releasing belongings

4-digit code not accepted

• Confirm the code from the latest SMS for that visit
• Try scanning the ticket link QR instead
• Fall back to rescue lookup

Wrong tag shown

• For NFC assignment, the app shows the linked text tag—use that for the hanger
• If the physical hanger is wrong, use rescue lookup and verify

Cannot invite a team member

• They must sign up with email first (not social-only)
• Invite the exact email they registered with
• Full steps: Invite your team

Guest paid but staff does not see paid status

• Scan the pre-register QR or select them from the list again
• Confirm payments are enabled and Stripe onboarding is complete
• See Online payments

Guest changed phone number on Stripe

• The ticket SMS still goes to the number entered on pre-register, not necessarily the Stripe contact phone