If a guest is having trouble checking in to a restaurant or other location, it may be a problem with their device or connection, but it could also be a problem with how the location was entered. See below for some tips to handle these issues.
-
Inaccurate Restaurant Location: When creating a location, you may end up with an inaccurate location on the map if you entered the address directly. This is especially an issue for shopping malls and other large complexes, where the address or entrance may be in a place other than where the guest is actually visiting.
- To check, find the restaurant on the map in the mobile app and compare it to the location shown on Google Maps.
- To resolve, edit the restaurant location by typing the name of the restaurant & street name to locate the correct Google Place (for example, "McDonald’s 4th St"). It is best to select an option that indicates the restaurant name instead of just the address.
- Missing Restaurant Location: The guest may be trying to check-in at a restaurant location that was not correctly added to the app backend. Check that the specific location is present.
- Event Dates and Check-in Task Dates: The event dates or the scheduled start/end dates for the restaurant check-in task may be inaccurate. Edit the check-in task and make sure that the dates are accurate and up-to-date for the current event year. If the check-in task is set to use event dates, make sure that your event dates are accurate under App Configuration.
- Check-in Task Limits: The guest may have tried to check-in multiple times within the check-in limit period. To check the limit period, edit the check-in task. Review the guest's account activity to see if they have had multiple check-ins in a short period of time.
- Connection Issues: If a user is having issues connecting to the Internet, they may have issues checking in. Additionally, there may be problems getting an accurate GPS signal indoors.
In any case, we recommend adding a check-in adjustment when a guest reaches out due to check-in issues.