FAQs

For the set-up itself, see Setting up the Check-in app.

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Why does Role setup say “Not ready yet”?

What happens: the Role setup tab shows Not ready yet, telling you the event hasn’t reached the check-in app yet. Why: your event details have to reach the app before there’s anything to configure against. This clears on its own shortly after your event is set up. What to do: wait and check again. If the tab is still showing this a day later, contact your account manager.

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Why can’t I add staff yet?

What happens: on an event where you haven’t added anyone yet, the Staff & volunteers tab shows Set your check-in dates first instead of the add button. Why: we use your check-in days to have the app ready and running well for your event, so we ask for them before you build your team. What to do: select Select check-in dates, choose your days, and the tab becomes available. An event that already has staff on it keeps its list and its add button, so this only affects a fresh event.

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Why did another setting change when I changed one?

What happens: turning Hand out add-ons during check-in on also switches on add-on allocation. Turning Sign waivers during check-in off also clears Require every waiver to be signed. Why: these settings depend on each other. The app can’t show add-ons during check-in unless it’s showing add-ons at all, and a waiver can’t be required once the waiver step has left the flow. What to do: nothing — but check the section after you change either setting, so you know what your team will actually see.

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Why can’t I hide a field I marked as medical?

What happens: once you mark a registration form field as medical, you can’t turn its Visible in app setting off. Why: your medical team reads that field, so hiding it would take it away from the people who need it most. What to do: if you no longer want the field in the app, unmark it as medical first, then hide it.

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Why can Solutions staff see and do everything?

What happens: someone using the Solutions role sees every participant, can reassign bibs, and can skip waivers you’ve marked as required. Why: Solutions is your problem-solving desk. It’s deliberately unrestricted so the person on it can fix whatever the other roles get stuck on, without you having to change a setting mid-event. What to do: give it to your most experienced staff rather than to general volunteers, and keep its passcode on so it isn’t picked up by mistake. One thing still shapes what Solutions sees: the fields on its check-in screen follow the Participant details list you set on the Check-in role, so changing that list changes what Solutions sees too.

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Do I need to save my changes?

What happens: toggles save the moment you change them. Passcodes and the minimum signing age have their own save button, and only become saveable once you’ve entered a valid value. Why: most settings are single switches, so waiting for a save step would only slow you down. The typed values need a deliberate save so a half-entered code is never stored. What to do: watch for the confirmation after each change. If a save fails you’ll see a message saying so — try again, and refresh the page if it keeps failing.