A ticket cannot be scanned. What should I do?

If you are having trouble scanning a ticket's QR code with the go&dance app, perform the following checks.

Check that you have selected the correct event

Before trying to scan the ticket, make sure that you have selected the same event the ticket belongs to in the app.

The app can only scan and validate tickets for the event currently selected.

Important: if you have selected a different event, the app will not be able to validate the ticket even if the QR code is correct.

Improve QR code scanning

If you have selected the correct event but the camera cannot read the QR code:

1. Turn the flash on or off in the app to improve lighting.
2. Slowly move the phone closer to and farther away from the QR code until you find the right distance for the camera to focus.
3. If the ticket is displayed on a phone, ask the attendee to increase the screen brightness.
4. Make sure the entire QR code is visible and that there are no reflections, shadows, or other elements interfering with the scan.
5. If the ticket is printed, make sure the QR code is not folded, damaged, or partially covered.

Tip: you do not necessarily need to hold the phone very close to the QR code. Try gradually moving it closer and farther away until the camera can focus correctly.

Use the ticket number

If the QR code still cannot be scanned after several attempts, you can use the ticket number shown on the ticket.

Enter or search for this number in the app to find and validate the ticket.

Always check the attendee's identity

Whether you scan the QR code or use the ticket number, always check the attendee's ID document.

When you find or scan the ticket, the app will display the details associated with it. Check that they match the national ID card, passport, or another ID document presented before allowing access.

Important: showing a QR code or knowing a ticket number does not by itself prove that the person is the ticket holder. Always check that the details displayed in the app match their ID document.

If you still cannot find the ticket

If you have confirmed that you are in the correct event and cannot scan the QR code or find the ticket using its number, you can check the attendee list under Sales and attendees > Attendees.

You can also download the attendee Excel file and search for the ticket by its record locator or the attendee's details.

If you still cannot find a valid ticket after performing these checks, do not allow access until you can verify it correctly.

Updated on: 28/09/2026