While checking in on the Reception app, visitors might encounter errors. This article explains what may cause issues with check-in and provides instructions on how to fix them.
"The code is not valid or expired"
The reasons why the check-in might not be successful on the Reception app:
Your internet connection on the tablet is not stable.
The Reception app has the wrong location selected.
The visitor was already checked in.
The visit is created for another date or a later time.
1. Check your Internet connection
The check-in code might not be successful due to a poor internet connection. To fix this, we recommend that you reconnect Wi-Fi on your tablet.
2. Make sure the Reception app has the correct location selected
Your network may have more than one location and the account that you are logged in with on the Reception app may have an administrator role in more than one location. Thus, when you log in to the Reception app, you have multiple locations to choose from and can select the wrong one.
In this case, please close the app, log in again, and select the correct location from the dropdown menu.
3. Check the visitor details and see if they were already checked in
Firstly, if the visitor has already used a code and checked in, the code will be no longer valid as their visit was already recorded in the app.
Secondly, it might be that the visit was not pre-registered, and a visitor requested a visit from the host via the Reception app. Once the selected host approves the visit on the Visitors page, the visit begins automatically. No check-in code input is required. The code that a visitor receives is used for a check-out and not a check-in.
To check if the visitor has already checked in, the administrator can navigate to Locations > Visitors page > All Visitors > select a visitor and check the details.
4. Ensure the visit is created for the correct date
It is important to ensure that the visit was registered for today and not another date, as the possibility of checking in with the visit code, is strictly connected to the chosen date and time.
If a visit is registered for today at a later time, the check-in code will not be valid beforehand. Moreover, it will not work on a different day. If necessary, the visitor can ask their host to edit the visit.