Polar Express
volunteer check-in
guide
A simple step-by-step guide for welcoming and checking in guests
VERSION 23 AUGUST 2026 | System shown: The Polar Express 2026
Your check-in routine
1. Sign in with your scanner account.
2. Open the event session you have been assigned.
3. Scan the guest's QR code or search for their booking.
4. Select Check In on the matching ticket row.
5. Look for the green Checked in confirmation before moving on.
1. Get ready before guests arrive
Sign in, then open the event session you have been assigned.
Step 1 | Sign in with your scanner account
6. Open the Polar Express site and select Sign in.
7. Enter the username and password supplied by your manager, then select SIGN IN.
Open your assigned event session
There may be several sessions on the same day, so check both the date and start time.
8. Find the event date and start time you have been assigned.
9. Select CHECK IN ATTENDEES FOR THIS EVENT DATE on that event.
KEEP THIS SESSION OPEN: Use this session for every guest attending it. Change events only when your team moves to a different scheduled session.
2. Get familiar with the check-in screen
The main check-in screen. Use the numbers to find each area.
1 Your session: Check the event name, date, start time and location.
2 Check-in progress: Shows how many tickets have been checked in.
3 Scan ticket: Use this for a QR code or ticket reference. Look for Scanner ready.
4 Find a booking: Use this when a guest has no readable QR code or the scan does not work.
READY TO START: Before the first guest, confirm the assigned date and start time are open and the screen says Scanner ready.
3. Scan a guest's QR code
Use the handheld scanner when the guest has their ticket ready.
Step 1 | Use the handheld scanner
10. Click in the Ticket reference field if it is not already active.
11. Aim the handheld scanner at the QR code and press the button on the scanner to read it.
12. The ticket reference should appear and submit automatically.
13. If the reference appears but nothing happens, select CHECK IN once.
14. If you need to type the reference, enter it carefully and select CHECK IN.
Look for the green confirmation
Check that the ticket has been accepted before helping the next guest.
Step 2 | Check that it worked
15. A wide green Checked in banner appears with the guest's name.
16. The ticket row changes from amber Check In to green Checked In.
17. The scanned count at the top increases by one.
GOOD TO KNOW: The example says No seat allocated. The green Checked in banner still means the ticket was checked in successfully.
4. Find a booking without a QR code
Use the search area when a guest has no readable QR code or you need to check their booking details.
Step 1 | Search for the booking
18. Enter the guest's name, email address, ticket reference or order reference.
19. Keep All selected unless you have been asked to use Checked In Only or Not Checked In Only.
20. Select the left-hand magnifying-glass button to run the search.
Step 2 | Check the matching ticket
21. First compare the ticket reference or order reference.
22. Then check the guest's name or email address and the ticket type.
23. Select the amber Check In button on the matching ticket row.
5. Check in a family or group
A group booking may show several ticket rows with the same name, email address and order reference.
Step 1 | Find all the tickets being used
24. Search for the guest or booking and look at every matching ticket row.
25. Use the Ticket type column and ticket or order references to tell the rows apart.
Step 2 | Check in one row at a time
26. Select Check In on the first required ticket.
27. Wait for the green banner, then confirm the row says Checked In.
28. Repeat for each additional ticket the group is using.
ONE ROW AT A TIME: Each successful check-in changes one ticket row and increases the total by one. Repeat the steps for every ticket the group is using.
GREEN MEANS DONE: A green Checked In row has already been processed. Leave it as it is unless a supervisor asks you to do something different.
6. Volunteer quick checklist
Use this page as a quick reminder when arrivals get busy.
Before your session starts
29. Sign in with the supplied scanner account.
30. Open the assigned event date and start time.
31. Check that Scanner ready is visible.
32. Check that the search area and guest list are visible.
For each guest
33. Scan the QR code or search for the booking.
34. Check the reference, guest details and ticket type.
35. Select Check In on the matching row.
36. Look for the green banner and green Checked In status.
37. Repeat for every ticket being used by the group.
Ask a supervisor for help when
38. You cannot find the booking after checking the details and session.
39. A ticket is already green when you did not expect it to be.
40. You are unsure which matching ticket row to use.
41. The system shows an error or a guest asks you to reverse a check-in.
TAKE YOUR TIME: Keep the assigned session open, check the matching ticket row and look for the green confirmation before helping the next guest.
7. Future enhancements
This section describes a planned improvement. It is not available in the current check-in system.
PLANNED FEATURE: Staff will be able to check in several people from the same order with one QR scan.
Multiple-person check-in
When this feature is introduced, the planned process will be:
42. Scan one ticket's QR code.
43. A box appears showing how many tickets are assigned to that order.
44. Enter how many people from the order are being checked in.
45. Check the number shown, then confirm the check-in.
EXAMPLE: If all six people on an order have arrived, enter 6 out of 6. If only some have arrived, enter the number who are checking in at that time.
CURRENT PROCESS: Until this feature is released, continue checking in one ticket row at a time using the instructions in section 5.