The Event Check-In feature in Cadence allows you to track attendance by marking participants as "checked in" when they arrive at your event. However, users may occasionally encounter permission issues that prevent them from checking in attendees. This guide will help you troubleshoot and resolve common permission-related problems to ensure your check-in process runs smoothly.
When to use
When users report they cannot check in attendees despite having appropriate roles
When check-in buttons are not visible to certain staff members
When mobile app check-in features aren't working as expected
When Will-Call app users cannot access check-in functionality
Before you start
You must have System Administrator or Admin permissions to modify check-in role permissions.
How to do it
Log in to your Cadence account.
Navigate to your event dashboard.
Select "People" from the left sidebar menu.
Click "Event Check-In" in the submenu.
Select the "Settings" tab at the top of the page.
Verify "Enable Attendee Check-In" is toggled on.
This is the master switch that controls whether check-in functionality is available at all for your event.
Scroll down to the "Check-In Permissions" section.
Review the available user roles that can be granted check-in permissions:
System Administrators
Admins
Event Managers
Event Schedulers
Users
Check the boxes next to each role you want to grant check-in permissions to.
For most events, it's recommended to limit check-in permissions to Admins, Event Managers, and Event Schedulers.
Toggle "Allow Mobile Check-In" to enable check-in functionality in the Cadence mobile app.
Mobile check-in is required for signature capture and badge scanning features.
Select "Will-Call Access" to determine which roles can use the Will-Call app for check-ins.
Granting Will-Call access to regular Users may create security risks if they are not properly trained.
Click "Save" to apply your permission changes.
Confirm the changes by testing check-in with a user from each role.
Troubleshooting
If users still report they cannot check in attendees despite having the appropriate role:
Verify they are using the correct account and have been assigned the proper role
Check that they are accessing the event through the authorized application (Web, Cadence app, or Will-Call)
Ensure they are using the latest version of the Cadence app (v2.7.404 for Android or v2.7.393 for iOS)
Try clearing browser cache and cookies if using the web interface