# What to do when an attendee without a QR is stuck in the queue > Step by step: how to quickly check in an attendee without a QR code and keep the queue moving. - Canonical article (Help Center): https://help.happenee.com/en/articles/66-what-to-do-when-an-attendee-without-a-qr-is-stuck-in-the-queue - Česká verze: https://aidocs.happenee.com/cs/co-delat-kdyz-ucastnik-bez-qr-stoji-ve-fronte.md - Collection: Troubleshooting - Updated: 2026-10-27 --- > **Overview** > An attendee arrives at the entrance without a QR code (did not install the app, deleted the e-mail, has no signal) and the queue starts to grow. You handle most cases **right in the Service app** — on the **Attendees** tab, find them by name and check them in, or register a walk-in with **Add attendee**. You need the web **Check-in** tool only for what the app cannot do: resend the ticket or show the QR on screen. ## Getting started - At the main station with the **Service app** you can check in an attendee without a QR too — find them on the **Attendees** tab by name, or add them as a walk-in. - Keep a **side station with the Check-in tool open** (a laptop), off to the side, for cases that need a ticket resent or the QR shown. - **One hour before doors open**, send an E-mail campaign with the QR ticket. Most people will then have the ticket on top of the inbox instead of digging through week-old e-mails. ## Details ### The procedure for one attendee without a QR In the Service app, on the **Attendees** tab, search the attendee by first or last name: 1. **Find and check in** — open their **Attendee Detail** and tap **Check in**, and print a badge if needed (**Print badge**). The fastest route when they are on the list. 2. **Add a walk-in** — if they are not on the list, register them with **Add attendee** (e-mail, first name, last name, company, job). Once saved, you check them in and print a badge. If the attendee needs the **ticket resent** or the **QR shown on screen**, move to the station with the **Check-in** tool — the app does not have these two. Write what you resolved in the **Note** (*"resend e-mail 9:42"*) to help with after-event review. ### When several attendees arrive at once The main station with the Service app can find, add, and check in, so most people without a QR pass through right away. Only cases that need the Check-in tool (resending the ticket or showing the QR on screen) slow you down: - **Physically separate the stations.** The side station with the Check-in tool stands off to the side, not on the main queue. - **Send the attendee to the main queue after resolving** their case, with the cue that the ticket is now on their phone. - If the event runs **paid tickets**, verify with the organizer in advance whether a manually added walk-in is acceptable, or whether they must go through invoicing separately. ### Prevention — what to do the morning of the event Most cases get caught by a preventive e-mail. The morning of the event (typically an hour before doors open), **send an E-mail campaign** with the message *"see you today — here is your ticket"*. In the campaign: targeting *Attending*, a PDF ticket with the QR attached, and a send time in the morning (so the e-mail sits at the top of the inbox). Details in [Communication flow on the event day](https://aidocs.happenee.com/en/communication-flow-on-the-event-day.md). ## Common pitfalls ### Staff expect to resend the ticket or show the QR in the Service app The Service app can **find, add, and check in** an attendee, but it **cannot** resend the ticket or show the QR on screen. For those two, keep a laptop with the **Check-in** tool at the entrance. If staff do not have their own admin access, sort it out with customer support in advance. ### A walk-in has no e-mail The **Add attendee** form in the Service app starts with the e-mail field. If a walk-in has no e-mail, or you would rather not enter one, it is quicker to add them in the web **Check-in** tool with **Quickly add a new attendee** — that needs only first and last name. ### An attendee has not installed the app If the attendee has not installed the app, you can **show the QR in the Check-in tool** or **resend the e-mail**. They do not need to install the app in the queue just to check in. ### An attendee arrives without a QR and expects staff to find them by an e-mail they cannot recall exactly Search by **first and last name** primarily, with e-mail as fallback — both in **Search** in the app and in the Check-in tool. Many attendees cannot remember the exact e-mail they used at registration (personal vs work). The name is more reliable. ## Related articles - [What to do when there is a check-in issue](https://aidocs.happenee.com/en/what-to-do-when-there-is-a-check-in-issue.md) - [How check-in and QR-code scanning work](https://aidocs.happenee.com/en/how-check-in-and-qr-code-scanning-work.md) - [Printing badges](https://aidocs.happenee.com/en/printing-badges.md) - [Communication flow on the event day](https://aidocs.happenee.com/en/communication-flow-on-the-event-day.md)