Overview

This document explains how operators redeem all ticketed products using the Scanner, including:

• Admissions
• Events
• Add-ons
• GoCity Passes
• Time-slotted products
• Re-entry products

It consolidates the most up-to-date logic from the Scanner workflows, including successful scans, unsuccessful scans, override conditions, offline behaviour, and re-entry rules.

This guide is the operational backbone of entry control at all Expian-powered venues.

Why It Matters

Ticket redemption is the action that turns a booking into a physical visit. It drives:

• Attendance reporting
• Capacity and throughput management
• Security and fraud prevention
• Revenue protection
• Customer experience at gates

A consistent, accurate redemption process ensures operators admit the right visitors, follow venue rules, and maintain confidence in reporting across Operations, CRM, and Analytics.

1. Starting a Scan

Operators begin by tapping the Redeem button on the Home screen.

(Insert Screenshot: scanner_camera_feed_placeholder)

Callout:Scanning Camera Activated

The Scanner activates the device camera and reads QR codes on:

• Mobile tickets
• Printed tickets
• GoCity passes
• Add-on vouchers
• Confirmation emails

A message appears at the bottom of the screen indicating success, re-entry, manual override availability, or an error.

2. Successful Scan Types

Below are all successful scan outcomes returned to the operator.

Ticket Redeemed

The ticket is valid and has not been scanned before.

Re-entry

The ticket has been scanned previously but still has re-entries available.

Re-entry rules are determined by the product or event settings and any anti-passback duration configured in Scanner Settings.

Ticket Redeemed – Override

Ticket was scanned for the wrong date or time, but the operator chose to admit the visitor.

Ticket Redeemed Locally

The device was offline or relying on cached data.

The scan is stored and will sync automatically when the device reconnects.

Ticket Manually Redeemed

Operator manually redeemed the ticket after searching for the booking.

(Insert Screenshot: manual_redeem_placeholder)

Callout:See Screenshot: Manual Redeem Options

Add-on Redeemed / Add-on Redeemed Locally

Add-on linked to a booking scanned successfully.

GoCity Pass – Valid

For venues like Hampton Court Palace or Tower of London:

• 'Admit One Adult – GoCity Adult pass is valid and hasn’t been scanned here before.'
• Same for Child passes.

GoCity Re-entry – Allowed

GoCity passes support a fixed number of re-entries at specific locations.

At Hampton Court Palace this is currently 7 re-entries.

3. Unsuccessful Scan Messages

Combined from all scanner documents for a full, up-to-date reference.

Unable to Make Scan

QR code not recognised by Expian or GoCity.

Invalid Ticket: Payment Required

Order was created with Pay on the Day; customer must complete payment.

Booking Not Found

Reference does not exist in the booking.

Ticket Not Found

Ticket reference isn’t part of the identified booking.

Invalid Ticket: Already Redeemed

All re-entries have been used.

Invalid Ticket: Canceled

Booking was canceled, invalidating all tickets.

Invalid Ticket: Replaced

Ticket invalidated due to amendment (date/time/quantity changes).

Invalid Ticket: Expired

Ticket has reached its expiry date or validity window.

Wrong Location

Ticket is valid, but not for this venue.

Not Allowed to Scan in This Sub-Location

Sublocation rules prevent scanning of this product/add-on.

Wrong Date / Time in the Future / Time in the Past

Displayed when date/time don’t match the current session.

Operators can still override if permitted.

Anti-passback Violation

Ticket was scanned again too soon based on configurable interval.

Maximum Re-entries Reached

All allowed scans have already been used.

4. Override Options

If a ticket is valid but for the wrong date and/or time, the Scanner shows a combined message:

{Wrong Date} {Time in the Future/Past}

Operators can choose whether to allow entry.

Override is not permitted for:

• Canceled tickets
• Replaced/invalid tickets
• Tickets for the wrong location
• Tickets beyond re-entry limits

(Insert Screenshot: override_prompt_placeholder)

Callout:See Screenshot: Override Redeem Prompt

5. GoCity Pass Redemption

This is a specialised flow for partners like Hampton Court Palace and Tower of London.

Valid GoCity Scan

Pass is accepted and hasn’t been used at this site today.

Hampton Court Palace Re-entry Rules

• GoCity passes support 7 re-entries
• Scanner checks previous visit dates
• Anti-passback rules apply for rapid repeat scans

Messages include:

• Re-entry for GoCity Pass Recorded
• Anti-passback Violation
• Maximum Number of Re-entries Reached
  

6. Offline Scans

When offline or in low connectivity:

• Scanner validates using cached booking data
• Successful scans show Ticket Redeemed Locally
• Once online, all scans sync automatically

If the booking is not in cache, Scanner assumes the ticket is valid and queues the scan for later reconciliation.

7. Manual Redemption (Supervisor Tooling)

From Search → View Booking → Redeem Tickets, operators can manually redeem:

• Individual tickets
• Groups of tickets
• Add-ons

(Insert Screenshot: redemption_history_placeholder)

Callout:See Screenshot: Redemption History

This is useful when:

• QR code cannot be read
• Tickets display override messages
• Guests present alternative proof of purchase

Reference: Scanner – Search for Bookings??

Best Practices

• Always check the ticket date, time, and venue before overriding.
• Do not override canceled or replaced tickets.
• Use manual redemption only when scanning fails.
• Refrain from frequent overrides; patterns should be escalated.
• When queues are long, consider enabling Ignore Time Slot Validity.
• After long offline periods, refresh booking cache.
• Verify GoCity pass re-entry limits before admitting.
  

Troubleshooting

Ticket repeatedly showing Wrong Location

Check sub-location configuration.

Ensure correct device setup.

Frequent Anti-passback messages

Re-entry interval may be too short.

Check Scanner Settings.

Booking not in cache (offline)

Refresh cache when online.

Search manually if needed.

Incorrect re-entry counts

Confirm product rules in Admin Portal.

GoCity passes being rejected incorrectly

Check venue-specific rules (e.g., HCP re-entry allowances).

Feature Highlights

Summary

This document provides the complete guide for redeeming all ticketed products in Expian. Operators follow the same scanning workflow regardless of product type, with clear system messages indicating validity, re-entry, overrides, or errors.

Correct use of the Redeem flow ensures:

• Accurate and secure entry
• Consistent reporting across all systems
• Smooth customer experience
• Full compliance with venue rules

This is the most frequently used function in on-site operations and forms the foundation for Admissions, Events, and Partner Pass redemption.

Full Ticket Validation

Operators can admit late/early visitors where appropriate.

Admission, events, add-ons, memberships, and GoCity.

One unified process across all venues.

Add-on Scanning

Works even with no connectivity.

Supervisor tool for exceptions.

GoCity Integration

Protects against misuse and duplicate entry.

Improves customer experience.

Override Controls

Feature

Offline Redemption

Ensures accurate attendance.

Manual Redemption

Prevents queues stopping during outages.

Re-entry & Anti-passback

Seamless partner experience.

Handles third-party passes with full rules.

Description

Keeps operations flowing smoothly.

Why It Matters

Redeems parking, audio guides, experiences.

Supports multi-product visits.