Troubleshooting and fixing issues

Issues and quick troubleshooting

Many problems can be solved without technical knowledge. This overview helps your staff fix common issues on site themselves.

Problem: the app won’t start or doesn’t respond

• Close the app and restart it — on iOS: swipe the app up and close it. On Android: end the app via the task manager.
• Restart the smartphone — this solves many software problems.
• Check whether an app update is available — look for updates in the App Store or Play Store and install them.
• Uninstall and reinstall the app — your login details are kept because they are stored on the server.

Problem: the QR code isn’t recognized

• Make sure the camera permission is enabled for the tapcoat^® app (Settings → tapcoat → Camera).
• Make sure there is enough light at the scanning point — in dark rooms, turn on the smartphone’s flashlight if needed.
• Adjust the distance to the QR code — a distance of 10–20 cm usually works best.
• If the code is very bright or very dark: increase the brightness of the guest’s screen.
• If the event uses the QR code scanner identifier: check whether the guest is showing the right code, for example the ticket and not an advertising graphic.

Problem: NFC isn’t recognized

• Make sure NFC is enabled on the staff device: Settings → Connected devices → NFC.
• iPhone: the NFC area is at the top of the back of the device — hold this area closer to the NFC tag.
• Remove protective cases that may interfere or take cards out of the smartphone case.
• Try another NFC tag — in case the guest’s chip might be damaged.
• NFC only works in the tapcoat app, not in the web app.
• If you need a different method for the event permanently, a person with the Manager role changes the event’s Identifier in the dashboard under Events, for example to QR code (generated).

Problem: connection interrupted

tapcoat needs an internet connection, but not a fast one. During an interruption, check-ins and pickups can only be completed once the connection is back. Check Wi-Fi or mobile data and, in places with poor reception, keep a mobile hotspot ready as a fallback.

If the connection stays interrupted for longer:

• Check the device’s Wi-Fi connection — turn Wi-Fi off and on again if needed.
• Switch to mobile data if the venue Wi-Fi has failed.
• Restart the router or hotspot.
• Check the system status at status.tapcoat.com — there you can see whether there is a server-side issue.

Problem: the guest doesn’t receive the wallet pass

• Make sure the check-in was completed correctly — the confirmation appears as a large slot number on the staff device.
• Ask the guest to check their data connection.
• Ask the guest to open the wallet app — the pass sometimes appears with a short delay.
• Show the guest the landing page URL directly — from there they can add the pass to their wallet manually.

Further problems

If a problem can’t be solved with these steps, contact tapcoat support. Have the following information ready:

• Which device and which operating system are affected?
• Which step doesn’t the app carry out correctly?
• When did the problem occur (exact time)?
• A screenshot or screen recording, if possible

Support contact: hello@tapcoat.com
Phone (Professional & Enterprise): +49 69 5060 77078
System status: status.tapcoat.com