Validation errors

When a validation fails, the system shows a clear message indicating the reason. Here we explain each possible error and how to resolve it.

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Ticket errors

"Ticket already validated"

Meaning: This ticket was already validated previously.

Additional information: The system shows:

• Who validated it (name and email)
• When it was validated (date and time)

Solution:

• If it was a mistake, revert the validation from the assistants table
• If it's a fraud attempt, deny access

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"Ticket has been cancelled"

Meaning: This ticket was manually cancelled from the organizer panel. The ticket was refunded and is no longer valid.

Context: In Fanz, we call "cancellation" refunds for purchases that were NOT made online (box office or courtesy tickets). Online purchases that are refunded show "Ticket refunded".

Solution:

• Do not grant access, the ticket is no longer valid
• If the attendee believes it's an error, check the order status in the panel

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"Ticket has been refunded"

Meaning: This ticket was refunded.

Common cause: The buyer requested a refund and it was processed.

Solution:

• No action possible, the ticket is no longer valid
• The attendee must buy a new ticket if they want access

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"QR code does not belong to the selected event date"

Meaning: The ticket is for another event date, not the one you selected for validation.

Common cause: Events with multiple dates where the attendee came on the wrong day or the validator selected the wrong date.

Solution:

• Check what date the ticket is for
• Change the date in the validation interface selector
• Or tell the attendee their ticket is for another day

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"QR code not found"

Meaning: The scanned code doesn't correspond to any ticket in the system.

Common causes:

• QR from another event or platform
• Corrupted or poorly generated QR
• Made-up code (fraud attempt)

Solution:

• Ask the attendee to show the confirmation email
• Search for the purchase in the system by email or name
• If it doesn't exist, deny access

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Add-on errors

"Add-on already validated"

Meaning: This add-on was already validated previously.

Solution: Same as with tickets, check if it was a mistake or duplicate use attempt.

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"Add-on has been cancelled"

Meaning: The add-on was cancelled.

Solution: No action possible, the add-on is no longer valid.

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"Add-on has been refunded"

Meaning: The add-on was refunded.

Solution: No action possible, the add-on is no longer valid.

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Permission errors

"User not found"

Meaning: The user trying to validate doesn't exist as a brand member.

Common cause: Session or account issues.

Solution:

• Log out and log back in
• Verify your account is active in the brand

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"User is not allowed to validate tickets"

Meaning: Your role doesn't have permission to validate tickets.

Roles that can validate: Owner, Administrator, Producer, Validator

Solution:

• Ask the Owner or Admin to assign you a role with validation permissions
• Verify you have the correct role

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"User is not allowed to validate tickets for this event"

Meaning: You have Producer or Validator role but don't have this event assigned.

Solution:

• Ask the Owner or Admin to assign this event to you
• Check in Team → Members that the event is in your list

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"User is not allowed to validate this ticket type"

Meaning: You have the event assigned but with ticket type restrictions, and this ticket isn't in your allowed list.

Solution:

• Ask to be assigned this ticket type
• Or ask another validator who has permissions for this type

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"User is not allowed to validate add-ons"

Meaning: Your role doesn't have permission to validate add-ons.

Solution: Similar to tickets, check your role and permissions.

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"User is not allowed to validate add-ons for this event"

Meaning: You don't have this event assigned for add-on validation.

Solution: Ask to be assigned the event.

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"User is not allowed to validate this add-on type"

Meaning: You don't have permission to validate this specific add-on type.

Solution: Ask to be assigned this add-on type.

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Common problems and solutions

Event doesn't appear in the list

Possible causes:

Cause	Solution
Event ended	The end date has passed. Edit the event and correct the end date.
Event cancelled	Cancelled events don't appear. Check the event status.
Event deleted	Deleted events can't be recovered.
Not assigned	If you're Producer or Validator, the event must be assigned to your account.

Common mistake: Setting the event end date before it actually ends. If your event is Saturday until 3am Sunday, make sure the end date is Sunday 3am, not Saturday midnight.

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Date doesn't appear in the list

Possible causes:

• The date has passed (check the end time)
• The date is cancelled
• The date isn't published

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QR won't scan

Possible solutions:

1. Clean the device camera
2. Ask the attendee to turn up their screen brightness
3. Try more or less distance
4. If it doesn't work, use the assistants table to validate manually

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Internet connection required

Validation requires an internet connection. Without connection, you cannot validate tickets from the Fanz interface.

Alternative for offline validation:

If you know you won't have internet at the event:

1. Go to Events → [Your event] → Assistants
2. Download the full assistants list
3. Print it or use it in external software
4. Validate manually by name

Note: Offline validation doesn't record data in Fanz. You'll need to update manually afterwards if you need the record.

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Fail-proof validation

The validation system is designed to be duplicate-proof:

• Even if two validators scan the same QR at the same second
• Only one of them will succeed
• The other will see "Ticket already validated"
• There's no way to beat the system

This guarantees each ticket only allows one access.

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Next steps

1. How to validate tickets →
2. Understand the purchase process →

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