Have they definitely been assigned meals for this sitting?
You can check in a few ways.
If you have their meals passcode to hand the quickest way is on eventree.co.uk/check
They may have even been emailed their meal allocations ahead of time, ask them to check their accreditation email. Their email will often contain their meals passcode as well so that can be used to check the link above.
Check in Eventree - search their name and see which means they have been specified.
Check in Eventree - check the Canteen Doorlist for today's sitting and look for their name.
What are they using to redeem their meals?
Wristband: If they’re using their wristband with a QR code on it to redeem meals and it’s not working, try using their Eventree QR code, as it’s possible the QR code and their wristband haven’t been linked together correctly on arrival.
QR Code: If they’re using their QR code to redeem meals, are they using the right pass?
The QR code that the person used to get their wristband upon arrival is usually the one that they should use for catering.
Are they using the QR code from a vehicle pass? Normally all passes are allowed to be scanned for catering, but sometimes they are restricted.
Is it possible you are using a pass that has been deleted, have you been issued a new one since?
Are they using the right QR code for this event and this year?
Meals code: Using a meals code can be a good option if the wristband of qr code isn’t working. If you are typing the code, ensure it is typed in correctly!
How recently were your meals assigned?
Was the meal only assigned 2 minutes ago at the production office? If so, give it a few more minutes.
Assigning meals in list view will ensure meals reach the canteen quicker, ready for scanning. Meals assigned in Grid view will take a bit longer.
Is your Canteen laptop connected to the internet?
If your canteen laptop isn't online, it's possible that the meal you're trying to scan has been added since the laptop was last put online.
First, check the URL or website link on the page you are scanning into. If the URL contains 'localhost' then check if the laptop is connected to the internet. Has it been online for long? It may be that recent meals data is still reaching the laptop.
If the URL mentions 'ttsentry' then this is a cloud canteen and if you are able to scan, then you are already online.