Issues and quick troubleshooting

Most problems with Tapcoat can be solved quickly and without technical expertise. This overview helps your staff fix common issues on site themselves — without waiting for support.

Before the event: The best troubleshooting is prevention. Do a short test run before every event: launch the app, do a test check-in, open the wallet pass, and test checkout. It takes 5 minutes and prevents stress at admission.

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

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

Problem: QR code isn’t recognized

  • Make sure the camera permission for the Tapcoat app is enabled (Settings → Tapcoat → Camera).
  • Make sure there’s 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 (4–8 in) usually works best.
  • If the code is very bright or very dark: increase the brightness of the guest’s screen.
  • Fallback: perform the check-in via the name list, if it is enabled for the event.

Problem: NFC isn’t recognized

  • Make sure NFC is enabled on the staff device: Settings → Connected devices → NFC.
  • iPhone: The NFC area is located at the top of the back of the device — hold this area specifically closer to the NFC tag.
  • Remove any protective cases that might interfere, or take cards out of the smartphone case.
  • Try a different NFC tag — in case the guest’s chip might be damaged.
  • Fallback: generate an internal Tapcoat QR code for guests without a working NFC identifier.

Problem: Connection lost / app offline

If the connection drops, Tapcoat temporarily stores transactions locally and syncs automatically as soon as the connection is back. In most cases, staff can keep working.

If the connection stays down 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 gone down.
  • Restart the router or hotspot.
  • Check the system status at status.tapcoat.com — there you can see whether there is a server-side outage.

Problem: The wallet pass doesn’t reach the guest

  • Make sure the check-in was completed correctly — the confirmation appears as a large hanger location 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.

More advanced 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 does the app not perform correctly?
  • When did the problem occur (exact time)?
  • Screenshot or screen recording, if possible

Support contact: support@tapcoat.com
Phone (Professional & Enterprise): 069-506077078
System status: status.tapcoat.com