Things happen during events that aren’t always in the plan. This overview shows how staff handle the most common exceptions with tapcoat® — calmly, clearly and without improvising.
A guest drops off several items of different types
This is the normal case and fully supported. In step 3 of the check-in process, staff enter the quantities for each item type — for example 1 jacket and 1 suitcase. All items end up on a single pass. At pickup, all associated items are shown together.
A guest’s smartphone battery is dead
The guest can have their pass sent to them by email on the pass page (Send the pass by email) as long as the phone still has power. Recommendation for all guests: use this option before the battery runs out — the pass can then also be opened on another device.
At pickup without a working phone, staff find the booking via Recent bookings, depending on the plan:
- Staff open Recent bookings in the menu and use Search to search by name, email or the start of the hash.
- The guest shows a photo ID for identification.
- Staff check out the booking.
Searching by name only works if contact details are stored with the booking.
A guest hasn’t saved their pass
If the guest hasn’t saved the wallet pass in their wallet app, they can open their pass page in the browser instead. They received the address at check-in — either as a scan result or as a direct redirect. The QR code is also visible on the pass page and can be scanned by staff.
A guest wants to add an item later
If a guest wants to drop off another item after check-in — for example a bag they initially wanted to keep — staff carry out a new check-in. This creates a separate pass with a new slot number for the second item. Both passes are independent of each other. If the event uses existing codes or NFC tags, the second check-in needs a different code or a second tag; otherwise the app reports Guest already checked in.
Cancellation: the item shouldn’t be dropped off after all
If a guest wants their item back right after check-in — before they have left the cloakroom — staff immediately carry out a checkout of the booking just created. Depending on the plan, this also works via Recent bookings with Cancel booking: all items of the booking are checked out. The slot is then released again. If a cloakroom fee has already been paid for the booking, clarify the refund with the event management.
Capacity reached
When all slots are taken, the app reports No slots left and accepts no further check-ins. If you have set a Threshold for the slot warning for the cloakroom, the app shows beforehand how many slots are still free. Staff then inform the event management or direct guests to an alternative cloakroom.