If a visitor has not received their entry pass, follow these troubleshooting steps to ensure they can gain access quickly.
Step 1: Verify the Delivery Details
First, identify how the pass was originally intended to reach the visitor. Common methods include:
Email
SMS
In-app notification
Printed physical pass
Step 2: Confirm Contact Information
Double-check the contact details used for the invitation. Even a small typo can prevent delivery:
For Email: Verify the spelling and ensure it didn't end up in the "Junk" or "Spam" folder.
For SMS: Confirm the mobile number is correct and includes the proper area code.
Step 3: Resend the Pass
If the contact information was incorrect or if the delivery simply failed, try resending the pass:
Update the contact information to the preferred or correct method.
Trigger a Resend within your dashboard.
Wait 1–2 minutes for the system to process the new request.
Step 4: Final Confirmation & Escalation
Check with your visitor to see if they have now received the pass.
If received: The visitor is ready for check-in!
If still missing: If the pass remains undelivered after a resend attempt, it's time to reach out to our live support agent