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Common Issues

Quick solutions to frequently encountered problems in the Hedges VIP platform.

Door Scanning Issues​

Issue: Scanner Not Reading Barcode​

Symptoms: Scanner beeps but doesn't input code, or no response at all.

Solutions:

  1. Check scanner connection

    • Verify USB cable is securely connected
    • Try different USB port
    • Check for damaged cable

  2. Test scanner functionality

    • Scan a known-good barcode (product label)
    • If it works, issue is with wallet pass
    • If it doesn't work, scanner needs replacement

  3. Member's screen

    • Ask the Member to maximize brightness
    • Remove screen protector if present
    • Clean screen if smudged

  4. Fallback to manual entry

    • The Member shows card code below barcode
    • Type code manually
    • Press Enter to validate

Issue: Card Shows as Invalid​

Symptoms: System returns "Card not valid" or "Card suspended".

Possible causes:

  • Card was suspended by admin
  • Card expired due to inactivity (6 months)
  • Card was revoked
  • Incorrect card code entered

Solutions:

  1. Look up the Member in system
  2. Check card status
  3. If suspended: See reason, call manager
  4. If expired: Direct the Member to a Sign-Up Scanner station for re-enrollment
  5. If revoked: Do not allow entry, call manager

Issue: "Already Scanned Tonight" Message​

Symptoms: System says the Member already scanned, but they claim first visit.

This is normal behavior:

  • The Member is allowed RE-ENTRY
  • They keep their original ticket
  • NOT an error—system prevents duplicate ticket issuance

If the Member insists they haven't been:

  • Check scan log with timestamp
  • Verify location matches
  • Look for fraud indicators
  • Call manager if suspicious

Issue: Ticket Printer Not Working​

Symptoms: Scan succeeds but no ticket prints.

Quick fixes:

  1. Check power and connection
  2. Check for paper jam
  3. Reload paper if empty
  4. Restart printer

Workaround:

  • Write ticket code shown on screen
  • Use pre-printed ticket cards
  • Hand-write code legibly
  • The Member presents this at bar

Bar Redemption Issues​

Issue: Ticket Won't Validate​

Symptoms: System returns "Ticket not found" or "Invalid ticket".

Check these:

  1. Correct ticket code

    • Verify code entry (easily confused characters: 0/O, 1/I)
    • Try scanning instead of manual entry

  2. Correct location

    • Ticket must be for YOUR location
    • Cross-location redemptions not allowed

  3. Correct date

    • Ticket only valid for business date issued
    • Yesterday's ticket won't work today

  4. Not already redeemed

    • Check if ticket shows "Already redeemed"
    • One redemption per ticket

Solutions:

  • If wrong location: Direct the Member to correct location
  • If wrong date: The Member needs new door entry
  • If already used: Call manager to investigate
  • If truly invalid: Look up the Member, verify they entered tonight

Issue: Discount Doesn't Apply​

Symptoms: Validation succeeds but discount not showing.

If using automatic POS integration:

  1. Verify POS connection status
  2. Check validation showed green checkmark
  3. Refresh POS screen
  4. Try re-validating ticket
  5. Call IT support if issue persists

If using manual discounts:

  • Note discount percentage from validation screen
  • Calculate manually
  • Apply as "VIP Discount" line item
  • System still marks ticket as redeemed

Issue: Member Lost Ticket​

Symptoms: Member claims they came in earlier but lost the physical ticket.

Solution using Member Lookup:

  1. Click "Member Lookup"
  2. Enter phone number or email
  3. System shows if valid ticket exists for tonight
  4. If found: Click "Redeem Ticket"
  5. If not found: Member must go back to door

Issue: Wrong Discount Amount Showing​

Symptoms: Member says discount should be different percentage.

Verify:

  1. Check the Member's current card tier
  2. Confirm tier's discount in Perks section
  3. System is always correct for current tier

If the Member recently upgraded:

  • Card may not reflect change yet
  • Call manager to verify upgrade
  • Manager can override if confirmed

Login & Access Issues​

Issue: Can't Log In​

Symptoms: "Invalid credentials" or "Login failed" error.

Solutions:

  1. Verify credentials

    • Check caps lock is off
    • Ensure correct email format
    • Try password reset if uncertain

  2. Password reset

    • Click "Forgot Password" on login page
    • Enter email address
    • Check email for reset link (may take 5-10 minutes)
    • Check spam folder if not received

  3. Account status

    • Account may be deactivated
    • Contact admin to reactivate

Issue: "Access Denied" on Certain Pages​

Symptoms: Can log in but see "403 Forbidden" or redirected to home page.

Explanation:

  • Your role doesn't have permission for that page
  • This is normal based on role hierarchy

Role limitations:

  • Staff (PROMO): Lands directly into the device's kiosk mode (Door/Bar/Sign-Up/All) — no admin sidebar
  • Location Admin: Can only see assigned locations
  • Org Admin: Full access within their Organization
  • Platform Admin: Full access including cross-Organization
  • Outside Promotions: Sees only the partner portal

Solution:

  • If you need access: Request role upgrade from an Org Admin
  • If you believe you should have access: Contact an Org Admin to verify role assignment

Issue: Session Expired​

Symptoms: "Session expired, please log in again" message.

Explanation:

  • Sessions timeout after 8 hours of inactivity
  • Security measure to protect accounts

Solution:

  • Log in again
  • Work is saved automatically (don't worry about losing data)
  • Stay logged in by interacting with system regularly

Member Enrollment Issues​

Issue: Sign-Up QR Won't Scan​

Symptoms: Member scanning the Sign-Up QR on their phone but nothing happens.

Solutions:

  1. Check QR code display

    • QR code must be clearly visible
    • Adequate screen brightness
    • No glare or reflections

  2. Try different camera

    • Built-in camera app vs. wallet app
    • Some phones have better QR recognition

  3. Manual enrollment

    • If the QR fails, use the Sign-Up Scanner kiosk mode
    • Enter Member information directly
    • Issue card immediately

Issue: Enrollment Form Won't Submit​

Symptoms: Member clicks "Submit" but nothing happens or error message appears.

Common causes:

  1. Required fields missing

    • Name is required
    • Phone OR email required
    • Age attestation required
    • Terms acceptance required

  2. Invalid format

    • Email must be valid format (test@example.com)
    • Phone must match expected format

  3. Network issues

    • Check internet connection
    • Try reloading page
    • Use different device if available

Issue: Wallet Pass Download Fails​

Symptoms: Member can't add pass to Apple Wallet or Google Pay.

Solutions:

  1. Check device compatibility

    • iOS 9+ for Apple Wallet
    • Android 5.0+ for Google Pay

  2. Check wallet app installed

    • Wallet is pre-installed on iOS
    • Google Pay must be downloaded on Android

  3. Resend download link

    • Go to Members in the portal
    • Open the Member record
    • Click "Resend Wallet Pass"
    • The Member receives a new email/SMS

  4. Try alternate delivery

    • If email failed, try SMS
    • If SMS failed, try email
    • Verify contact information is correct

System Performance Issues​

Issue: Portal Loading Slowly​

Symptoms: Pages take 10+ seconds to load, or timeouts occur.

Quick fixes:

  1. Check internet connection

    • Test other websites
    • Restart router if needed
    • Try wired connection vs. Wi-Fi

  2. Clear browser cache

    • Chrome: Settings → Privacy → Clear browsing data
    • Safari: Preferences → Privacy → Manage Website Data
    • Clear cached images and files

  3. Try different browser

    • Chrome (recommended)
    • Firefox
    • Safari
    • Edge

  4. Check system status

    • Visit status page (if available)
    • Contact support if system-wide issue

Issue: Data Not Refreshing​

Symptoms: Old data showing, changes not appearing, counts incorrect.

Solutions:

  1. Refresh page

    • Click browser refresh
    • Or press Cmd+R (Mac) / Ctrl+R (Windows)

  2. Hard refresh

    • Clear cache and reload
    • Cmd+Shift+R (Mac) / Ctrl+Shift+R (Windows)

  3. Log out and back in

    • Sometimes session needs reset
    • Don't worry—data is saved

Issue: Report Won't Export​

Symptoms: Export button doesn't work or file won't download.

Solutions:

  1. Check pop-up blocker

    • Browser may be blocking download
    • Allow pop-ups for this site

  2. Reduce report size

    • Narrow date range
    • Filter by location
    • Limit: 50,000 rows per export

  3. Try different format

    • If CSV fails, try Excel
    • If Excel fails, try PDF

Getting Additional Help​

When to Contact Support​

Contact support if:

  • Issue persists after troubleshooting
  • System error messages appear
  • Data appears incorrect
  • Security concerns

Information to Provide​

When contacting support, include:

  • Your name and role
  • Date and time issue occurred
  • Steps you took before error
  • Error message text (exact wording)
  • Screenshot if possible
  • Browser and device information

Support Channels​

For technical issues:

For urgent issues affecting operations:

  • Phone: (Call your dedicated support line)
  • Available: 24/7 for critical issues

For training questions:

  • Refer to documentation: help.hedgesvip.com
  • Video tutorials: Available in Help section
  • Schedule training session: Contact your account manager