Troubleshooting Guide
Find solutions to common problems with the HEDGES platform.
Common Issues
Common Issues
Solutions to frequently encountered problems like login issues, wallet pass problems, and ticket errors.
Hostess Scanning Issues
Resolve problems with QR code scanning, invalid passes, and entry denial.
Override Issues
Troubleshoot discount overrides, manager approvals, and manual adjustments.
Quick Fixes
Can't Log In
- Verify your email and password are correct
- Check that your account is active (not suspended)
- Clear browser cache and cookies
- Try a different browser
Wallet Pass Not Working
- Ensure the Customer has active card status
- Check that the pass was downloaded successfully
- Verify QR code is visible and not expired
- Try re-sending the pass from the Customers page
Ticket Won't Validate
- Confirm ticket is for correct location
- Check that it's the same business date
- Verify ticket hasn't been used already
- Look for fraud alerts on the Customer
Discount Not Applying
- Ensure ticket is validated first
- Check perk rules for location and tier
- Verify Customer card is active
- Review any active fraud flags
Getting Help
If you can't resolve an issue:
- Check Status - Is the system experiencing issues?
- Contact Support - Email support@hedgesvip.com
- Include Details - Customer ID, error messages, screenshots
- Describe Steps - What were you trying to do when the issue occurred?
Reporting Bugs
Found a bug? Please include:
- What happened - Describe the unexpected behavior
- Expected behavior - What should have happened
- Steps to reproduce - How to trigger the bug
- Screenshots - Visual evidence of the issue
- Browser/device - Technical environment details