Troubleshooting — customer check-in problems

"You already have an active check-in"

Means: that phone number (or, with phone optional, that email) already has a ticket in line. Do: the page shows their existing ticket — that is their place; no action needed. Staff can find it by phone under Tickets (on the Queue screen: History → Visits). Don't create a second ticket under a different number.

The form rejects a field

The message names the field (phone format, missing email where required, address, age statement). Phone is required unless the location turned off Require phone number on check-in. Entered values are kept, so fix just the flagged field. If the customer can't provide a required field, staff can help with a walk-in.

The QR asks "What would you like?" first

That's normal at a Queue screen location with rooms: the visitor picks Join the line → (or Take a number →) or a room. At a take-a-number location the form is titled Take a number and the button says Get my number.

"<name> is at capacity for today"

The location reached its daily limit — its plan quota (while billing is off, the Business plan's 300 per day) or a lower Max check-ins per day an Admin set. Staff walk-ins are refused at the limit too. To take more today, an Admin can raise or clear their own maximum in Settings → Check-in options (Queue screen: Set up → Check-in form); an owner can add a quota boost or upgrade — see Plans & limits.

"Please try again in a minute"

Too many check-in attempts came from the same connection in a few minutes (rare — usually busy shared Wi-Fi). Wait a minute and try again, or check in with staff.

"We could not complete your check-in"

The automated abuse screen (when abuse protection is switched on) declined the attempt (rare for real customers; shared-network bursts can trigger it). Try again in a minute or ask staff to add a walk-in.

No confirmation email arrived

Check spam. The check-in itself succeeded regardless (email is best-effort) — the ticket is on the board and the confirmation page stays live. Staff can copy the tracking link from the ticket page and send it manually.

Lost the tracking link

Re-check-in with the same phone (returns the existing ticket), use the email link, or ask staff to copy the link from the ticket page.

Check-in page says check-in is closed or paused

• "Online check-in is currently closed" — the location turned check-in off (Online check-in enabled unchecked). Admins re-enable it in Settings → Check-in options (Queue screen: Set up → Check-in form).
• "Check-ins are paused right now" — staff paused new check-ins for a moment. Select Resume check-ins — on the dashboard banner (classic menus) or the ▶ Resume check-ins button on any Live tab (Queue screen). The live queue keeps working either way.
• "<name> isn't accepting check-ins right now" — the location is parked on the business's Plan page. An Admin or Owner can select Activate there — see Plans & limits.

Customers should ask staff in the meantime.