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Common Scanning Error Codes

True Ticket Not Authorized

The scanned QR Code is invalid and the digital ticket is not authorized for entry to the event.

  • May mean the the QR Code was scanned from a screenshot of the ticket wallet.

    • Have guest login to their wallet and scan from there

  • QR Code may have been fraudulently provided to the guest from a reseller.

    • Usually best to send guest to the Box Office

  • QR Code needs to update.

    • Have guest refresh their ticket wallet and then scan again.

 

True Ticket Not Found

A digital ticket that corresponds with the scanned QR Code could not be found in the True Tickets System.

  • Usually best to direct guest to the Box Office where staff can re-Done the order to ensure ay necessary updates are delivered to the wallet.

 

True Tickets Scan Error

An unknown issue has occured while attempting to validate a scanned QR Code.

  • Usually best to send guest to the Box Office.

     

Error Please See The Box Office

Typically occurs when the guest pulls up their ticket, then puts their device away and then takes out the device again for scanning without refreshing the ticket.

  • Have guest refresh their wallet on their device.

  • If that doesn't correct the issue, send guest to the Box Office.

     

NOTE: When asking guests to re-login, be sure they are first fully logging out of the wallet by selecting the 3 Dots menu and pressing the Log Out button.

 

 

If you encounter a scanning error that is not explained here, try the remedies below. If none of these solve the issue, please open a True Tickets Support Ticket by emailing support@true-tickets.com. Please include a screenshot of the error, the type of device, the browser used, and order number if possible.

  • Have the patron refresh the device's screen.

  • Check screen brightness and increase if needed.

  • Check that all of the QR Code is visible for scanning, recenter scanner beam on the screen if needed.

  • If ticket still does not scan, please direct the patron to the Box Office or follow your Front of House policy.