What do you do when a ticket will not scan?
Check brightness, zoom, and cracks first then the order state. Most failures are the screen, not the ticket.
Turn the brightness up, remove zoom and screen damage from the equation, and rescan. If the code is valid but already used, refunded, or for another gate, the scanner says so: follow what it says.
Work the list in order. Brightness to full and auto-brightness off. Zoom back to 100 percent; a zoomed code is a different picture. Cracks and screen protectors scatter the reader, so tilt the phone or type the code by hand. Sunlight on the scanner lens blinds it; shade the device.
When the screen is fine, read the scanner's answer. Already scanned means the ticket entered before: check the person against the door list and decide by the admitted-twice procedure. Refunded means the ticket died with the refund; it does not come back. Wrong gate means the ticket is valid elsewhere in the venue; point, don't argue.
Box office can reissue where the order is genuine and the screen is broken. Record the reissue so the old code stays dead.
Sources
Door troubleshooting (apps/site/content/help/en/ticket-will-not-scan.md; apps/site/content/help/en/let-in-a-guest.md). Checked 14 October 2026.
Applies to: the Netherlands, checked 14 October 2026. The organizer admits at the door; the scanner advises.
Applies to: Netherlands, checked 14 October 2026