Check-in not behaving? Here are the most common issues and how to fix them fast.
Labels won't print
Work through these in order:
Is secure child check-in actually on? Labels only print in the secure flow. Open the event, go to the Attendees tab, and click Check in — if you don't see a Secure checked in group, the event doesn't have secure child check-in enabled. Edit the event and turn on Enable secure child check-in.
Is your plan entitled? Secure child check-in is a Pro feature. On a non-Pro plan (or an expired trial), children check in plainly with no labels. Upgrade to Pro to print labels.
Is the printer driver installed? Without the driver, your device won't recognize the printer. See Setting Up Label Printing for Secure Child Check-In (Printer Drivers).
Are the print settings right? Print in Landscape, at 100% scale, with no margins, and select the correct label roll. See Setting up secure child check-in label printing.
👉 Log in to Gracely to follow along.
⚠️ Note: If labels print on a full A4 page, the wrong roll is selected or orientation isn't set to Landscape.
Can't find a person on the check-in screen
Use the search bar at the top of the check-in screen to search by name.
Check the tab. The screen splits people into All members, Not checked in, Checked in, and (when secure child check-in is on) Secure checked in. Someone already checked in won't be in the Not checked in list.
Add a walk-in. If they're genuinely not listed, type their name in the search and choose Create visitor to add them on the spot.
No phone match at the kiosk? Kiosk phone check-in matches the last 10 digits of a registered number. If it doesn't find them, the phone number on file may be missing or different — check them in from the admin check-in screen instead.
When the search finds nobody, ① click Create visitor: "name" to add them on the spot.
Kiosk PIN issues
Setting the PIN. When you enter Kiosk Mode, you set a PIN (at least 4 characters) in the Enter Kiosk Mode dialog and click Start Kiosk Mode. It locks the kiosk so attendees can't exit kiosk mode or reach admin controls.
Forgot the PIN? Keep the PIN with a trusted team member — you'll need it to exit.
Keep it secure. Only share the PIN with team members who should be able to exit the kiosk.
In Enter Kiosk Mode, ① set a PIN and ② click Start Kiosk Mode.
QR scanning doesn't work at the kiosk
Make sure the kiosk device has a working, enabled camera.
The attendee's QR code comes from registering through your Church Portal — members who never registered won't have one. Use phone-number check-in instead.
QR self check-in (fast check-in) issues
"Check-in is not open right now". Check-in opens 60 minutes before the event starts and closes 60 minutes after it ends. Check the event's date and time on the calendar.
"This event has no self check-in", or no Fast check-in section on the event. Fast check-in isn't available for paid events. Check people in from the check-in screen or Kiosk Mode.
Our printed stickers stopped working. The event was deleted or turned into a paid event. Print the QR code from the event you're using now.
A member can't find themselves. They need to use the exact email on their profile in People. If it isn't there, they'll see the new-visitor form and a second profile may be created. Add or fix their email in People first.
A returning member got the new-visitor form. Their email isn't on their profile in People, or their profile is archived. Fix the email or restore the profile so they're recognised next time.
The app didn't open when someone scanned. They aren't logged in to My Gracely for your church. The browser page works the same way.
Children show "At the kids' desk". The event has secure child check-in turned on, so children check in at the desk where labels print. That's expected.
"Please check in at the welcome desk" after entering an email. The email belongs to several people, so Gracely can't tell who is scanning. Check them in from the check-in screen, and consider giving each person their own email.
"Your lookup expired, please search again". A lookup is valid for 15 minutes. Enter the email again.
What people see when they scan outside the check-in window.
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