Troubleshooting QR Code and Pass Display Issues in the BETA App

When visitors face issues like missing passes or being unable to generate a QR code in the BETA app, it usually boils down to either account setup problems or entry settings. Let’s break it down.

⤷ Understand the Basics

› Generating a QR Code in the BETA App

Easily generate a QR code from the BETA app to streamline your check-in process. This feature ensures quick and efficient access for climbers.

› Methods for QR Code Check-Ins in BETA

BETA offers multiple ways to check in visitors using QR codes: directly via the BETA app or through the dashboard for staff-assisted entry.

⤷ Troubleshooting

First things first, this section is broke up into two, navigate to resolve the issue you are facing.

The solutions are sorted by most common reasons, so please start from the top, and work your way down to solve the issue.

➔ Error Code 01: Missing Entry on the Profile - “No Valid Passes”

This is for when the visitor cannot see their entry on the BETA app.

› 01.01 | Multiple Profiles

They may have used different credentials to create their app account, meaning that there are multiple profiles for the same visitor. Inevitably people will make typos in their emails or create a second account linked to a new email address and you will want to merge two accounts together. You can only merge two accounts when you have admin privileges over both the account to delete and the target account.

This tag allows you to Quickly identify if the profile has logged into the App. If this Profile Tag is missing, the profile has not logged into with the credentials you have on hand.

Solution: Merge the profiles by asking them to share their profile through the app. Using the Share QR code in the BETA app ensures that the profile is merged correctly.

› 01.02 | Entry is on another profile

Verify if the passes are attributed to the correct profile in either the profile, transactions or subscriptions. If tied to a family account, entries may show elsewhere.

Solution: Check the transaction/subscription to see to whom the entry is being transferred to. If incorrect, transfer the entries to the correct profile.

Solution: If the if the pass is on the correct profile, and if the profile is part of a family, they can access their family’s profile from the BETA app.

› 01.03 | Expired Pass or Subscription

Enable the "SHOW ALL" toggle on their account to view expired passes or confirm if the subscription is overdue. Expired passes do not generate a QR code.

Solution: If expired, it is up to you to decide what to do here, you can extend the Subscription Billing Date, or sell them a new subscription or pass.

➔ Error Code 02: QR Code Cannot Be Generated - “Please see gym staff to check in”

This is for when the entry is visible but no QR code is being generated, or is returning an error.

02.01 | Check Profile Credentials, Form, Email Verification & Entry

If you have Allow unverified auto check-in disabled, BETA will disallow visitors to generate a QR code without a valid form or proficiency.

Solution: Visit the Visitor Profile and check:

- Ensure their form status is complete, and validated if required. See how to Validate a visitor’s form.

- Verify their climbing proficiencies.

- Confirm their email is verified if email verification is required in your form settings. You can manually override this for that profile if you wish.

› 02.02 | QR code has expired - NFC code not found in database

In the BETA app, the QR code auto-expires within 5 minutes, meaning that visitors are unable to check-in with a QR code generated more than 5 minutes old. In Apple/Google wallet - the QR code is static meaning that once generate, this QR code will only expire once the relevant pass expires. BETA is not in control of this, and this cannot be altered through Google/Apple Wallet.

Solution: If expired, simply click on the entry again in the App to refresh and regenerate a QR code.

› 02.03 | Check Entry Settings

It could be that the Entry that they are trying to generate a QR code has QR code generation turned off.

Solution: Visit the Passes Page, to see the Entry Settings, and ensure that Scan prohibited is disabled.

Attention, only do this if you do in fact wish to change these settings.

› 02.04 | Profile Tag Settings set to Block QR code checking in.

The profile could have been assigned a tag that blocks QR code checking in.

Solution: Expire the tag from the profile.