There are a few reasons why youāll want to use ticket scanning on the day of your show. It helps:
To speed up checkāin using phone, tablet, or laptopāno paper needed, just scan the QR codes to welcome patrons quickly.
To track attendance accurately in real time, with a live dashboard showing how many tickets were scanned, how many remain, and total sales.
To reduce frontādoor congestion and prevent fraud, by rejecting duplicate or invalid scans and ensuring only valid tickets are admitted.
šWalkthrough
The ticket scanning function is turned on automatically for your organization under the 'Scanner' tab on the productions page.
šNoteworthy: Tickets can be scanned using smart phones, tablets and laptops.
To ensure ticket scanning works properly:
Ensure you are connected to a stable Wifi connection.
Ask patrons to increase the brightness on their phones.
Hold the device steady and give the scanner a clean angle.
To Access the Ticket Scanner:
On the Home page of the Dashboard, click on the Scanner button under the production you would like to begin scanning in tickets for.
Once you click this button, a list will pop up with the performance occurrences. Click on the performance time you wish to scan tickets for.
Once you click the performance time, a list of all ticket orders for this performance will appear.
This screen has all of the same functionality as the check-in list - you can search orders and manually check tickets in.
On the top right-hand corner of the page, you will see a tally of the number of tickets scanned in, how many are remaining, and the total number of tickets sold for the performance.
To Begin Using the Ticket Scanner:
To begin using the QR code ticket scanner - click āScan QR Code' in the top right corner.
A new page will open that brings up the camera on your device.
š Noteworthy: On smart devices, you may need to grant permissions to allow the application to use the camera. Click āAllowā if a dialogue box appears.
Scanning Tips and Tricks: Set Yourself Up for Scanner Success
Patron: Screen, Display & Ticket Quality Issues
If a patronās ticket wonāt scan, check the following:
If ticket is on a device
Tilt the patronās device to reduce glare or reflections.
Ensure screen brightness is turned up enough for the scanner to read.
Confirm the screen is clean (no smudges, dirt, cracks).
Check whether a screen protector is causing distortion and adjust as needed.
If ticket is printed
Make sure the QR code is printed with dark, clear ink.
If the print is faint, smudged, or damaged, ask the patron to show the digital version instead.
OTS User: Camera & Scan Quality Issues
If your scanner is having trouble reading tickets, verify the following:
Device checks
Ensure your device is fully charged, updated, and connected to reliable Wi-Fi.
Inspect the camera for dirt, lint, or damage.
Hold the device steady and align the camera with the QR code; tap to focus if needed.
Environmental checks
Ask the patron to hold their device still while you scan.
Move to a well-lit area if the environment is too dark.
Adjust your angle if overhead lighting is causing glare.
Ticket Size, Cropping & Layout Issues
If the QR code appears too small, ask the patron to zoom in or rotate their device.
If it's too large or cut off, have them adjust the view.
Do not accept cropped screenshots ā the full, square QR code must be visible.
If the ticket was shared via text/messaging apps and appears blurry, request the original ticket link or PDF.
If the QR code keeps rotating on the screen, ask the patron to lock their deviceās screen rotation.
Dashboard & Device Connectivity Issues
If youāre experiencing delays or issues when scanning:
Wi-Fi & connection
Use a strong, reliable Wi-Fi connection and stay close to the router.
Hotspots may work but can cause slow or failed scans.
Each staff member should log in and scan under their own user account.
Add a user with the āTicket Scannerā role if additional devices need access.
Scanner app/browser
If the scanner freezes or slows, close and reopen the app.
Try opening the scanner in a different browser or an incognito/private window.
š Recap
Ticket scanning in On The Stage is easy and automatic: once enabled in the Scanners tab, scanning is available via the "Scanner" button on your dashboard. Select a performance, open the QR code scanner, and devices with camera access can begin scanningāsupporting manual checkāins, automated tallies, and realātime attendance reporting.
š Best Practices
Prepare your devicesāensure you have reliable internet, camera access is enabled, and devices are fully charged.
Brief your staff on scanner useāgrant camera permission, search orders, and manually checkāin if needed.
Monitor realātime statsākeep an eye on scanned vs. remaining tickets to manage door flow and crowd control.