In short
This page is an index to the failures that come up most often, arranged by what you observed rather than by which feature you were using. Each entry says what is actually happening and points at the article that covers it properly.
Before any of that, one habit is worth adopting, because it sorts most problems in a single question. Ask not what did the error say but whether there was an error at all. Several parts of the platform respond to an item that breaks a rule by quietly discarding it and reporting the operation as a success. So “it worked, but something is missing” is a distinct and common failure class — and the missing thing is almost always the one that broke a rule. If you are looking for an error message to explain a shortfall, you may be looking for something that was never produced.
On this page
Three kinds of failure
Sorting a problem into one of these three usually tells you where to look next, and saves you searching for a message that does not exist.
Where things disappear quietly
These are the places where an item that breaks a rule is dropped without comment. In each case the operation reports success and the count is your only evidence.
| Where | What gets dropped | How you notice |
|---|---|---|
| Guest media | Files of the wrong type, and files over the size limit | The guest is told the upload succeeded if even one file survived. Only a submission where nothing survives produces a refusal. Compare counts with the guest. See Collecting guest media |
| Adding passes in bulk | Rows with a missing identifier | The result reports how many were invalid alongside how many were added — read it rather than dismissing it. Duplicates are counted separately and are harmless, so re-running an add is safe. See Tickets and passes |
| Choosing tags at an event | Tags no longer offered for that event | The response tells you which were accepted. If you picked six and see five, the sixth was withdrawn. Note also that choosing tags replaces your selection rather than adding to it. See Attendee networking |
| Downloading a batch from the library | Videos, anything past the cap of twenty, and any file that fails to fetch | The archive simply contains fewer files. Names inside it are rebuilt from the date and post rather than being the originals. See Media library |
| Sending an image to the designer | Everything except the first item you selected | Only one image is handed over however many you highlighted |
| Revoking a device | Nothing — but a request naming a device that does not exist still reports success | Reopen the list to confirm the result. See Your devices |
The one place that behaves the other way is permanently deleting media, which returns an explicit list of anything it could not remove. If you need certainty that an operation completed in full, that is the operation that gives it to you.
When the numbers look wrong
Some totals in the media library are approximate by design, and one filter behaves in a way that reliably looks like a bug.
| What you see | Why |
|---|---|
| A page shows more pictures than the page size suggests | Pages are counted in posts, and one post can carry several images |
| Filtering by type gives an empty page although matches exist | The filter is applied to the page you are on, after it has been selected. The page count does not change, so matches can sit on later pages. Page through rather than concluding there are none |
| A media total looks slightly off | It is an approximation, and is documented as one. The count of members who have posted is exact |
| Deleting one image removed four | Deletion works on the post, not the individual image. This is the single most expensive surprise in the library |
| A restored post is now published | Restoring returns a post to approved, so something that had been awaiting moderation comes back visible |
When the timing looks wrong
Gates and events both work in a stated timezone, and both default to United States Eastern time rather than to UTC or to your own. Everything counted “per day” — entries, re-entries, valid days — uses that zone to decide where one day ends and the next begins.
For a venue outside that zone the effect is that the day boundary falls in the middle of your evening or afternoon, which makes an event that runs late appear to span two days. Set the timezone when you create the thing rather than afterwards. See Pass types and validity.
One related trap is worth naming separately: when you restrict a pass to particular days, any date entered in a form the system does not recognize is discarded without complaint. A three-day pass with one mistyped date silently becomes a two-day pass. Read back the days after saving.
Things that look broken and are not
| Symptom | What is happening |
|---|---|
| The camera freezes after a successful scan | Detection is deliberately held while the result is handed to the next screen, so it cannot fire twice. See Scanning with the app |
| Your event cannot be reached by anyone | It is still a draft. Drafts are genuinely invisible rather than merely unlisted. See Creating an event |
| Check-in and group chat are switched off on a brand new event | They are off on every newly created event and can only be enabled afterwards |
| Your event will not appear in the public list | Three conditions must all hold: it is active, it has a description, and it has a venue name. The message names whichever is missing |
| A pass with no days named admits on every day | Leaving days empty is the most permissive setting, not the most restrictive |
| Scan history is empty on a new phone | History is stored on the handset and never syncs. Items you favorited on your account are unaffected. See Scan history |
| A revoked device is still listed | Revoking destroys the key and keeps the record on purpose |
| Connections or Messages ask for your face or fingerprint again | Each check lasts five minutes, and is dropped once the App has been in the background for more than thirty seconds. See Your Connections in the App |
| A scan shows Nothing here yet | The Mark was read; its owner has not set up its content yet. See This item is no longer available |
| A sign-in approval screen shows very little detail | Unknown details are omitted rather than guessed. A sparse screen means less was known, which is a reason to look harder before approving |
Scanning problems
Most scan failures are the photograph rather than the Mark. Flat, evenly lit, filling the frame, taken straight on. The dedicated articles cover the rest: My Mark will not scan, This item is no longer available, why it is asking for a password or Face ID, and why it says you are outside the area.
If a Mark reads only when you zoom well in, that is a production issue rather than a scanning one, and it is covered in Creating a Linxy Mark.
Sign-in and access problems
| Symptom | Cause | Fix |
|---|---|---|
| A protected page shows This view has ended | Its time ran out, or the address was copied from another browser or device | Scan the Mark or open the link again. See How protected content opens |
| The sign-in request expired before you reached your phone | The window is fixed at five minutes and a site cannot extend it | Start again with the phone to hand. See Signing in with LinxyPass |
| You approved and the sign-in was canceled | The number you picked did not match the one on the sign-in screen. The first answer is final, so that sign-in is canceled | Look at the screen and start the sign-in again; you get a new number. Repeated mismatches on one site pause sign-in there for 15 minutes. See Signing in with LinxyPass |
| Please sign in again | Linxy no longer accepts the sign-in saved on this phone | Sign in again. See Your devices |
| Verification required when the App opens, and nothing responds | Enable Biometric is on, so the App stays locked — scanner included — until you confirm with your face or fingerprint | Verify, or tap Try again. See Why it is asking for a password or Face ID |
| An enrollment link will not work | It is single use and bound to the device that requested it | Request a fresh one from the device you intend to use |
| A watch will not bind | The watch has no passcode set | Set one on the watch. See Approving from your watch |
| Recovery says to expect an email within one business day | The account has no Recovery Mark | Nothing to do now. Set one up once you are back in. See Recovering your account |
In the App, the Help button in the bottom bar opens this Help Center. To write to us, use Contact Us under Support in Settings; the contact link in the Help Center opens the same screen.
The index
| If the problem is about | Start here |
|---|---|
| A Mark that will not read | My Mark will not scan |
| Where a scan sends people | Dynamic Links |
| Content that asks for something before opening | How protected content opens |
| Admission at a door | Operating the gate |
| Passes, transfers and validity | Tickets and passes |
| Photographs sent in by guests | Collecting guest media |
| Files you asked somebody to send | Secure upload |
| Signing in without a password | What LinxyPass is |
| Phones, tablets and watches on your account | Your devices |
| Getting back in after losing a phone | Recovering your account |
| A word used here that you do not recognize | Glossary of Linxy terms |