> ## Documentation Index
> Fetch the complete documentation index at: https://docs.business.plvr.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Event day runbook

> Run your event with Onsite Operations: who does what on shift, how to handle entry, wristbands, cashless problems, guests, door sales and escalations.

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.

> [!NOTE]
>
> 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](/onsite/command-center).

## Before doors open

> [!TIP]
>
> Every team member has an **Active** login code under **Onsite Staff**, and top-up staff are tied to the right station.

> [!TIP]
>
> Spare wristbands are added (Tap events) and the **Approvals** list has no pending items.

> [!TIP]
>
> Door sales poster is printed and in place, if you are selling at the door. See [Door sales](/promotions/door-sales).

> [!TIP]
>
> Someone on the desk has opened the **Command Center** and knows where **Search** and **+ New service case** are.

## 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.

| Job | What they do | Where |
| - | - | - |
| Gate team | Admit guests, check tickets | [Tickets & Entry](/onsite/tickets) |
| Top-up team | Add money to wallets at their assigned station (Tap events) | [Top-up setup](/tap/top-up-setup) |
| Desk operators | Search, resolve entry and wristband problems, record cases | [Search](/onsite/search) |
| Supervisor | Handles restricted wristband actions and decisions the desk cannot make | [Wristbands](/onsite/wristbands) |
| You or the event lead | Watch the Command Center, review escalated cases | [Service cases](/onsite/cases) |

> [!TIP]
>
> Keep the Command Center open on one screen all day. It refreshes about every 30 seconds.

## 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.

## Handle common situations

> **A guest cannot get in**
>
> 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](/onsite/tickets).

> **Wristband lost, broken or not working**
>
> * **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](/onsite/wristbands).

> **A top-up did not arrive**
>
> 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](/onsite/cashless).

> **Balance needs fixing**
>
> 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](/onsite/participants).

> **A VIP or approved guest is not on the list**
>
> 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](/onsite/guests).

> **Someone wants to buy a ticket at the door**
>
> 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.

## 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](/onsite/cases).

## 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](/guides/after-the-event).


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