Troubleshooting — staff & admin problems

I signed out and my login doesn't work

Username logins (business code + username) all use one sign-in page, /pre/login. Signing out brings you back to it with your business code filled in — type just your username and password. Old /your-code/staff/login links open the same page.

• "Invalid username or password." — your browser may have filled the wrong saved values (for example, your username in the Business code box). Clear the boxes, type all three, and let the browser update the saved login.
• "We couldn't find that business — check your business code." — the code is the name in your link (sitecheckin.net/your-code).
• "Too many attempts…" — wait a few minutes, then try again.
• Have an email account instead? Sign in at /login with your email, not the business-code section. If a location link brought you to the business-code page, select Sign in with email.

See Sign in, passwords & account security.

I landed on a different screen than I expected

Signing in opens My booth (My window, My counter…) at a take-a-number location and the Queue at a line location. At a one-booth location, opening My booth takes the booth for you — tap End shift when you leave.

I can't move tickets on the Queue / dashboard

At a take-a-number location the Queue is View only — call, serve and finish from My booth (Go to My booth →). Details, notes and chat still work on the Queue.

The dashboard isn't updating live

The indicator says reconnecting… when the live connection drops (sleep, Wi-Fi change). It retries by itself and the page also refreshes every 30 seconds — a manual reload always fixes it immediately. If it never recovers, check the device's connection.

A ticket is "missing" from the board

Check, in order: a board filter (🔔 Needs attention, ♥ Favourites, or Hide completed) that's still on; the History range for closed tickets (it defaults to Today); the ticket search — Tickets on classic menus, History → Visits on the Queue screen (maybe it was closed, cancelled, or auto-closed by Auto-close forgotten check-ins); the Suspected check-ins panel; and whether it's a room or equipment reservation (those are under Rooms, not on the main board).

"You don't have permission" / a page is missing from my menu

Your role doesn't include it. Admin-only pages: Reports and Activity, plus Set up (Queue screen) or Settings, QR code and Manage windows (classic menus). An Admin can change your role under Settings → Team members (Queue screen: Set up → Team & logins). Business-level pages need a business role. See Roles & permissions.

I can't switch to another location

The location switcher appears only when you're signed in with your own account and can reach 2+ locations — shared username logins belong to one location. On the Queue screen it's the location name with ▾ in the top bar; on classic menus, the location name at the top of the sidebar. See Run a multi-location business.

An invitation won't accept

Invites are single-use, expire after 7 days, and must be accepted signed in with the invited email. Revoke and re-send to the address the person actually uses.

"That window was just taken" / can't take a window

Someone else holds it — windows are one-person. Pick another, or an Admin can free a stuck one with Force release in Manage windows (or Release in the All booths strip on My booth) — see Force-release a window. If you're told you're still serving a ticket, finish it (Done or No-show) first.

"Call next" does nothing

The button reads No one waiting when the line is empty (with group calling, when no open group has anyone waiting). It's hidden while you're On break or while your window already holds as many called/serving customers as it's allowed (one, unless your Admin set a higher call-ahead limit). Finish or recall the current one first.

A window shows "away"

Its My window page went quiet (closed tab or laptop). Reopening My window reclaims it; after about 10 minutes it releases by itself, and any customer it was calling or serving goes back to the front of the line. An Admin can release it sooner.

A resource isn't auto-assigning

See the resource section of Manage active reservations — usually the resource is disabled or the current reservation hasn't actually ended.

A quota / plan limit message appeared

See Plans & limits. Flagged check-ins never count toward the quota; at the limit, walk-ins are refused too. An Admin can change the location's own Max check-ins per day; owners can boost or upgrade from the business Plan page.

Session expired mid-work

Signing out or an expired session returns you to the sign-in page — sign back in; nothing on the board is lost. For a forgotten password see Sign in, passwords & account security.