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On the day, Onsite Operations is your control room. Open it from the event menu. Its first screen, the Command Center, shows what needs attention and lets you search for any guest.
What you see depends on the event type. A Ticket-only event has entry by QR scan or manual check-in, and no wristbands or cashless wallet. A Tap event admits guests by wristband and also shows the Wristbands and Cashless workspaces. See Command Center.

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Before doors open

Every team member has an Active login code under Onsite Staff, and top-up staff are tied to the right station.
Spare wristbands are added (Tap events) and the Approvals list has no pending items.
Door sales poster is printed and in place, if you are selling at the door. See Door sales.
Someone on the desk has opened the Command Center and knows where Search and + New service case are.

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Who does what on shift

Each person signs in with a login code, and each code has a Role chosen when you create it under Onsite Staff. The Role list describes what each role is for, so pick the one that fits the job and use the Note to record who holds the code. Plan your shifts around jobs like these.
Keep the Command Center open on one screen all day. It refreshes about every 30 seconds.

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Watch the floor

On the Command Center, check these regularly:
  • Open service cases and Blocked from entry counts.
  • Unresolved top-ups (Tap events), which counts money that may have been taken without the balance going up.
  • The Operational health banner, which appears as Degraded or Incident only when something is wrong.
  • Floor alerts, which appear when several failures cluster together.
  • The Attention queue, ordered by risk and then by waiting time. Work from the top.

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Handle common situations

  1. Find them with Search by Ticket ID, email, order number or wristband.
  2. Read Why it matched on the result. If it says the match was the purchaser, the ticket belongs to someone else. Open the right person.
  3. Select Resolve. The page tells you in plain words what is wrong and gives a “Say to the participant” sentence.
  4. Use the recommended action, such as Admit with an override (needs a written account of what you verified and the confirmation tick box). Use Allow re-entry when someone returns after leaving.
See Tickets & Entry.
  • Replace the wristband retires the old band and binds a new one to the same ticket. The balance is not affected.
  • Report the wristband lost or stolen stops the band immediately.
  • Freeze the wristband stops one band. To stop all spending, use Freeze the wallet on the participant’s profile.
  • If a band is already bound to someone else, you will see an Ownership conflict. Use Investigate ownership and let a supervisor decide.
See Wristbands.
  1. Open Cashless from the Command Center and search the guest’s email or reference.
  2. Select Investigate on the unresolved top-up to see where it broke.
  3. Do not tell the guest no money was taken unless you have checked, and do not ask them to pay again.
  4. If you cannot settle it, select Open a payment review case.
The console does not refund or move money between wallets. See Cashless.
On the participant’s Cashless tab, use Correct the balance for a misrecorded amount, or Issue a reward credit as goodwill. Both ask for details and are recorded against your name. See Participants.
Open Guests. Search by name or email, and select Check in. If they are not listed, use Add an approved guest and record Who approved this?. Never admit on a name match alone. See Guests.
Point them to the door sales poster. When they scan the QR code they land on your event page and buy on their phone. Watch Tickets Sold on the Door Sales page.

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When you cannot fix it: service cases

Nobody should be turned away with nothing recorded. If no action solves the problem, record a service case with + New service case (or Record a service case on a profile).
  1. Pick What kind of problem? and describe What happened at the desk?.
  2. If the guest could not be found, type what they showed you exactly as they gave it.
  3. Select Add evidence: a Reference number, a Named confirmation, or a Note. Verbal agreement alone is not evidence.
  4. Choose Send for review and the kind of review (Identity dispute, Payment review, Ticket entitlement review or Operational incident) if you cannot safely act.
  5. Conclude with Close as resolved and what the guest was told, or Conclude: cannot be resolved with the reason.
See Service cases.

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End of the day

1

Clear the queue

Open Service cases and work through Still open until it is empty or each remaining case has a clear next step.
2

Turn off codes

In Onsite Staff, set codes for finished shifts to Inactive, and do the same for vendor login codes in Vendor Setup.
3

Note the numbers

Note Tickets issued and Entered from Tickets & Entry, and the cashless cards, for the after-event review. See After the event.