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Troubleshooting

1. "No account found" on login​

Symptom: After signing in through Hub SSO, you see "No account found" on the Visitor login page.

Cause: Your Hub account has not been granted access to The One Visitor.

Resolution:

  1. Ask your Hub Owner to go to Hub → Users → [your name]
  2. Under Product Access, enable Visitor
  3. Try signing in again

2. "Token already used" on login​

Symptom: You see "Token already used" or "invalid_token" after being redirected from Hub SSO.

Cause: The SSO redirect URL was refreshed or used more than once. Each Hub SSO token is single-use to prevent replay attacks.

Resolution:

  1. Close all browser tabs with the Visitor login page
  2. Navigate directly to app.theonevisitor.app
  3. Click Sign in with Hub — do not refresh the redirect URL

3. Host didn't receive a notification​

Symptom: A visitor was checked in with a host selected, but the host reports no email.

Causes and resolutions:

CheckHow
Verify host was selectedOpen the visitor record and confirm a host name is shown
Check spam/junk folderAsk the host to check their spam or promotions folder
Verify host emailGo to Hub → Users → [host name] and confirm their email is correct
Email delivery issueIf multiple hosts report missing notifications, check your Hub organization's email domain SPF/DKIM records

4. Kiosk display shows "offline" after pairing​

Symptom: A kiosk display is paired but shows status offline in the Displays page.

Cause: The device has not made a successful API call since pairing, or the refresh interval has not elapsed.

Resolution:

  1. On the device, refresh the browser and confirm the kiosk UI loads
  2. Wait one full refresh interval (default: 30 seconds) for the status to update
  3. If the kiosk UI shows an error, verify the device can reach api.theonevisitor.app (check firewall/proxy rules)
  4. If the access token has expired (after 365 days), go to the display record and click Re-Pair

5. "Access denied" when clicking a page or button​

Symptom: A user sees an "Access Denied" error when trying to check in a visitor, view the Displays page, or export the visitor log.

Cause: The user doesn't have the required Visitor permission.

Resolution:

  1. Go to Hub → Users → [user name] → Permissions → Visitor
  2. Grant the required permission:
    • Check-in visitors: visitor.visitors.checkin
    • View displays: visitor.admin.kiosk
    • Export CSV: visitor.reports.export

6. Visitor was not auto-checked out​

Symptom: A visitor is still showing as checked_in the following morning even though the auto-checkout timer should have fired.

Cause: The auto-checkout background timer runs at 10 PM UTC and only checks out visitors who have been checked in for more than 12 hours. If the visitor checked in after 10 PM UTC, they won't be caught until the next night.

Resolution:

  • Manually check out the visitor from the Checked In tab
  • If this is a recurring issue, adjust the location's auto_checkout_hours setting to a shorter window

7. Badge assigned to a visitor but not showing in their record​

Symptom: A badge shows as assigned in the Badges page, but the associated visitor record doesn't show the badge number.

Cause: Badge assignment happened after check-in via the Badges page (not at check-in time), and the visitor record was not automatically updated.

Resolution:

  1. Open the visitor record
  2. Click Edit
  3. Enter the badge number in the Badge Number field
  4. Click Save

Both the visitor record and badge record now reference each other.

8. Visitor log is empty or missing records​

Symptom: The Visitors page shows no records or is missing expected check-ins.

Causes and resolutions:

CheckHow
Wrong tab selectedConfirm you are looking at the correct tab (Checked In, Pre-Registered, or Checked Out)
Location filter activeCheck if a location filter is applied — clear it to see all locations
Date range filterConfirm the date range includes the expected records
Records deletedCheck the audit trail for deletion events if records are missing

9. Pre-registered visitor doesn't appear on kiosk​

Symptom: A visitor was pre-registered but the kiosk still creates a new check-in record instead of updating the existing pre-registration.

Cause: Kiosk matching is based on visitor name and today's date. The name entered at the kiosk must match the pre-registered name exactly (case-insensitive, but spelling must match).

Resolution:

  • Ensure the pre-registered visitor name matches what the visitor would type (use their full name as they would enter it)
  • If the visitor is checked in on a different day than expected_at, no pre-registration match is found and a new record is created

10. Dashboard counts don't match the visitor log​

Symptom: The dashboard shows "Checked In Now: 5" but only 3 visitors appear in the Checked In tab.

Cause: The dashboard counts are calculated in real time from the database. If a visitor was checked in by a kiosk and the visitors page is filtered to a specific location, the counts may differ.

Resolution:

  • Clear all location and date filters on the Visitors page
  • Confirm the Checked In tab is selected
  • If counts still differ, refresh the dashboard — there may be a brief (< 30 second) lag between a kiosk check-in and the dashboard update

When to Contact Support​

Self-resolve:

  • Permission issues (Hub admin can update permissions)
  • Display pairing failures (re-pair from the display record)
  • Missing host notifications (verify email in Hub)
  • Incorrect data (edit the visitor record)

Contact support at [email protected] when:

  • Multiple users cannot log in (possible Hub SSO outage)
  • The kiosk cannot reach the API despite correct network access
  • Visitor records are disappearing unexpectedly
  • Billing is showing incorrect active location counts
  • You need a custom data retention period or GDPR data deletion request