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, you may occasionally encounter issues with the check-in process that prevent you from properly recording attendance. This article provides solutions for common check-in problems to ensure your event runs smoothly.
When to use
When check-in buttons are not visible or functioning properly
When attendees were incorrectly checked in and need their status corrected
When custom check-in labels aren't displaying correctly
When mobile app check-in features aren't working as expected
Before you start
You must have Admin, Event Manager, or Event Scheduler permissions to troubleshoot and resolve most check-in issues.
How to do it
Verify your check-in feature is properly enabled.
Navigate to People → Event Check-In → Settings to confirm "Enable Attendee Check-In" is toggled on.
Check your browser compatibility if using the web interface.
Cadence works best with Chrome, Firefox, Safari, and Edge (latest versions).
Clear your browser cache and cookies if check-in buttons aren't visible.
Refresh the page or restart the mobile app if elements aren't loading correctly.
Verify your internet connection is stable, especially when using mobile check-in.
Poor connectivity can prevent check-in status updates from syncing with the server.
Update to the latest version of the Cadence mobile app if using a device for check-ins.
The current stable versions are v2.7.404 for Android and v2.7.393 for iOS.
Check your custom label settings if labels aren't displaying correctly.
Navigate to People → Event Check-In → Settings → Override check-in labels for this event.
Manually update an attendee's status if they were incorrectly checked in.
Once an attendee is checked in, their status cannot be automatically reverted.
Contact support if issues persist after trying these solutions.
Troubleshooting
If badge scanning for check-in isn't working:
Ensure adequate lighting when scanning badges
Hold the device 4-6 inches from the QR code
Verify the attendee's badge has a valid, unobstructed QR code
Check that "Enable Badge Scan Check-in" is enabled in your event settings
If signature capture isn't working during check-in:
Verify "Enable Signature Capture Check-in" is enabled in your event settings
Ensure you're using the mobile app, as signature capture isn't available on web
Check that your device has sufficient storage space for signature images
Related links
How to enable Event Check-In for your event
How to customize check-in labels for internal attendees and customers