This section will provide you with additional information about the features and notifications of the Paylogic Scanning app.
No access to the app because of security and/or device encryption
Our app requires you to have a device that has security AND data encryption. These requirements are compliant with the General Data Protection Regulation (GDPR) to ensure the safekeeping of your data. If security and encryption is not in place on your device you will not be able to use the app. Security and encryption is device dependent and differs between manufacturers and models. Most mobile phones have standard data encryption in place already, but unfortunately there are still some phones, such as HTC and Samsung, which require manual changes to encrypt your data. As it varies per type and model it is recommended to simply use Google to search for ‘enable data encryption on brand/model/type phone’.
Most common locations are along the following lines; settings -> lock screen and/or security -> other or advanced options -> data encryption / encrypt device.
Couldn't import operation
When logging in to the operation on your device for the first time, our app will automatically download the needed data for this specific operation. If you get an error that the app ‘couldn’t import the operation’ it probably means that your device isn’t connected to the internet and can’t start/finish the download. Please check your connection and try again.
Not Allowed/Unknown barcode
Two notifications that are related to scanning results:
- The app shows ‘not allowed’ when scanning a ticket that should provide access to the event.
- The app shows ‘unknown’ when scanning a ticket that should provide access to the event.
In both cases there is a very high possibility that your configuration isn’t correct or up-to-date. Make sure you check the operation in the ‘scanning (beta)’ session of the backoffice. You can find your operation by entering the operation name in the search field.
The most common issue with ‘Not allowed’ tickets is located in the product configuration section in ‘Manage operation’. Always check if the right product is configured for the right session and the right entrance group. If this is not the case the barcodes for this product will scan ‘not allowed’. This means that they are recognized within the operation as existing barcodes, but the session or entrance group doesn’t have the correct authorization to actually check and scan the ticket. In other words; the ticket doesn’t give access to this entrance(group) at this time/day.
Configure your product in the right way, choose save and continue scanning. You should see that the barcodes that scanned ‘not allowed’ now scan ‘valid’.
When the barcode scans ‘Unknown’ it means that this barcode can’t be found within your operation. In most cases this will have to do with a product that hasn’t been added to your operation. Go to ‘Edit Operation’ and configure the desired products for your scanning operation.
If the event is correct, check if the ‘use specific products’ box is checked. In the screenshot below the box isn’t checked. This means that ALL products for this event will automatically be added to your operation. It does not mean that all these products are automatically configured into an entrance group or session (see the ‘Not Allowed’ section).
If the box is checked you will see a drop down with all available products for this Event ID (EID). Make sure you select all products you wish to scan and move them to the box on the right.
Another option with unknown barcodes is that you are trying to scan non-Paylogic barcodes. Barcodes that haven’t been issued by or added to the Paylogic back office can not be scanned with Paylogic hardware and software. Please check the ticket that you are trying to scan.
Reload your operation on your device
In most cases your changes will be processed instantly and you are able continue scanning on your device. If you still get incorrect results when scanning, please reload the operation on your device. You can do so by going to ‘operations’ in your in app menu. You will be asked to log out of your operation. Choose yes. After logging out delete the operation by holding the operation for a few seconds and selecting ‘delete’. You can now reload the operation with your credentials and the app will automatically fetch all barcodes. PLEASE NOTE: You will lose all scans and statistics for the deleted operation when you’re scanning in an OFFLINE environment as they are only stored on your device. In the ONLINE environment scans and statistics are stored in the back office and deleting the operation on your device will not have any effect (only on ‘pending’ scans).