If you're experiencing problems with enabling or using the Reception app or visitor check-ins, use the following troubleshooting steps to identify and resolve the issue quickly.
Issues with accessing Reception app
If you can't enable or access the Reception app, here are the most common reasons:
1. Poor Internet connection
Try reconnecting your tablet to Wi-Fi or switching to a different network.
2. Logging in with the wrong email address
Make sure you're logging in as an administrator for the location where you want to use Reception. Only administrators can choose a network and location when logging in.
3. Outdated Reception app version
Ensure you’ve installed the latest version of the Reception app from the Google Play Store or App Store.
4. Your Spacebring subscription is not active or doesn't include the Reception add-on
Check your subscription status and the availability of the add-on following this guide.
5. Device doesn't meet technical requirements
Ensure your tablet meets the requirements for installing the Reception app.
Issues with visitor check-in
If a visitor encounters an issue while checking in with a visit code on the Reception app, most typically they will see "The code is not valid or expired" error message. Here’s what may be going wrong and how to fix it.
1. Unstable Internet connection
The check-in might not be successful due to a poor internet connection. Try reconnecting your tablet to Wi-Fi or switching to a different network.
2. Wrong location selected in the Reception app
If your network has multiple locations, you might have mistakenly selected the wrong one when logging in to the Reception app. To fix this:
Close Reception by swiping it up and off the screen.
Reopen it, log in again, and select the correct location from the dropdown menu.
3. Visitor has already checked in
Firstly, once a visitor has used their code to check in, the code becomes invalid as their visit was already recorded.
Secondly, if the visitor was not preregistered and requested a visit via Reception and was approved by the host, the check-in happens automatically with approval — the visitor doesn't need to enter the code. The code that a visitor receives will be used only for check-out.
To check if the visitor has already checked in:
Go to Spacebring > Service > Visitors.
Find the visit and check its status next to the visit date:
Empty circle - the visitor hasn't checked in.
Green circle - visitor has already checked in.
Purple circle - visitor has checked in and checked out.
4. Visit is created for another date or future time
Checking in with the visit code only works for the chosen date and time. If the visit was registered for a different date or a future time, the check-in code will not be valid yet.
If necessary, ask the host to go to the Visitors page > edit this visit and adjust the date or time.