Running the check-in desk
When tickets are created, the three ways to check in and which to choose, tracking progress, and why checking in locks some actions.
Updated 9/27/2026
Check-in is when the organising team confirms who is actually present at the venue. It changes no match result, but it locks a few actions behind it — so it is worth preparing properly.
This article covers the organising side. Scanning individual tickets is in Check-in and scanning tournament tickets.
Tickets are created when you press APPROVE, not when the team pays
A team that has paid still has no ticket. Tickets are issued at the clear-to-play step. So before match day, the thing to review is not «who has paid» but «which entries are still unapproved» — an unapproved entry will not scan anything at the desk.
Preparing before you open the desk
Approve every valid entry
Anyone unapproved will show «Not yet cleared to play by the organiser — cannot check in».
Switch the tournament to «Ongoing»
Check-in only runs while the tournament is ongoing. Until you switch it, the screen reports «The tournament has not started».
Grant the check-in permission to the desk staff
Settings → Staff. Without it they can open the screen but cannot search or confirm anything.
Prepare the devices
The desk device needs to let the app use the camera. Keep a spare device ready.
Three ways to check in — choose by situation
Scan a ticket — you hold the device, point the camera at the QR code on the player's ticket, or type the 6-digit code. The surest route, suited to a big tournament needing careful matching.
Search for an athlete — type a name or phone number and confirm. This is the way out when a player cannot open their ticket on their own device: no signal, flat battery, app not installed.
Check-in QR — put the tournament's QR code on the desk and players scan it with their own app. No staff needed, suited to a big tournament at peak hour.
Run all three at once
Put up the QR so the queue flows itself, have one person scanning for anyone who cannot do it themselves, and use the search tab for the hard cases. All three write to the same place, so there is no risk of double counting.
Tracking progress
The check-in QR screen shows the counter «Checked in: … / …» directly — how many people are in out of the tournament's total tickets. This is the number you glance at all morning.
The search tab has a «Show only not checked in» filter. Close to match time, switch it on and you have the list of people to call.
Six status labels and how to handle them
Ready — scan and done.
Checked in — with the time they came in. Scanning again is harmless.
Awaiting approval — the entry has not been cleared to play. Approve first, then check in.
Refund in progress — the team is requesting a refund. Do not let them on court before the refund is settled.
Ticket voided — the ticket has been invalidated, usually by a player change or a cancelled entry. The replacement player has their own new ticket.
Guest — a player with no Superstar account. Still checkable in through the search tab.
Checking in locks two actions
Once someone in a team has checked in, REVOKING APPROVAL and CHANGING that person are both blocked for ordinary users — only a senior administrator can force it, and the screen asks again. This is a deliberate barrier: pulling out or replacing someone already at the venue needs someone accountable.
What this means for your schedule
Settle every player change BEFORE you open the desk. A team reporting a change when half the team has already checked in is the most time-consuming case of the day, and it always lands exactly when you are busiest.
Frequently asked questions
A player is at the venue but cannot open their ticket on their device?
Use the «Search for an athlete» tab, type their phone number and confirm. No ticket needed, and they do not need the app installed.
Scanning reports «Not yet cleared to play by the organiser»?
That team's entry has not been through approval. Someone with registration-management permission approves it on the spot and the scan works — nothing else needs doing to the ticket.
The screen says «The tournament has not started»?
Go to Settings → Status and switch the tournament to «Ongoing». This is a requirement, not a glitch.
Desk staff open the screen but see «Cannot view the list»?
They have not been granted this tournament's check-in permission. Someone with staff-management permission ticks it for them under Settings → Staff.
Does checking someone in twice count them twice?
No. An already-checked-in ticket just shows the time they came in again; the counter does not go up.
Is check-in mandatory before a team can play?
The system does not block a match for missing check-in — that is the organising team's operational decision. Check-in is evidence of presence, used when you need to verify something or settle a dispute.
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