Answers about access, check-in, attendee pages, booth scans, and tokens.
Sign-in and access
Why can a staff user not sign in?
Confirm they are signing in through app.passtru.com and using the account assigned to their PassTru workspace.
Why did a user land on an unexpected page?
The destination follows the assigned role. Check whether the account is a client, event manager, or booth operator.
Why is PassTru asking for legal consent again?
The account must accept the latest published legal versions before continuing to the workspace.
What should I do after repeated failed sign-in attempts?
Wait for the temporary lockout to expire, then check the email and password before trying again.
Attendee check-in and portal
Why is the public check-in page unavailable?
Confirm the page is active in the event's Check-In settings and that the event itself is active.
What if an attendee cannot scan their QR code?
Use the manual fallback with the attendee's email and unique ID.
How do I resend an attendee's QR access?
Open the attendee in the event portal and resend the confirmation email.
Why is an attendee portal link not working?
Confirm the attendee belongs to the correct event and that portal access remains enabled.
Token and billing
Why can I not create another event?
Check the organization's event token balance before trying again.
Why did an attendee import stop?
Confirm there are enough attendee tokens for every valid row in the import.
Why can I not add another booth?
Check the booth token balance and confirm gamification is enabled for the event.
What if payment succeeded but the token balance has not changed?
Open token activity and check the checkout status. A successful provider payment may take a short time to reconcile.
Booth and visitor flows
Why was a booth scan rejected?
Check whether the same visitor has already recorded a visit for that booth.
Why can a visitor not join the booth activity?
Confirm the visitor completed registration for the same event.
What happens when connectivity drops?
Supported booth scans are stored on the device and sync when the connection returns.
Can pending offline scans be lost?
Yes. Private browsing or clearing browser storage can remove scans that have not synced yet.
Technical support
For help, contact PassTru support with the organization name, event name, page you were using, and the action that failed.