The thirty seconds that matter
A fan sitting in your venue opens the Game Set Engage app, taps to check in, and their phone shows a QR code. Someone from your team opens it in the venue app and confirms it. That's the whole interaction.
That confirmation isn't a formality. Until someone taps approve:
- the fan earns no points for being at your place
- the visit doesn't count towards what the club owes you
- nothing appears in your records
An unconfirmed check-in is a fan who came in, did what you asked, and got nothing for it. It's the one part of this that can't be automated, because the whole point is that a real person confirms a real customer was standing there.
Confirming happens in the venue app on your phone, not in the web dashboard — you're behind a bar, not at a desk.
ScreenshotConfirming a fan's check-in QR in the venue app
Who can confirm a check-in
You can, always. If you own the venue, you can confirm any fan's QR — on your own, at 2am, with nobody else rostered. There is no minimum number of staff and no requirement that anyone be marked on duty.
Beyond the owner, approval comes down to the role you gave each team member. Managers and staff with redemption rights can confirm; a finance-only member cannot. That's decided by their role and nothing else.
The duty roster doesn't control this
If you have a team, Game Set Engage asks each morning who's on today, and uses that to decide who gets the notification when a fan's QR appears. That's all it does.
It is not a permission list. Someone who isn't on today's roster can still confirm a check-in if their role allows it. Being on the roster doesn't give approval rights to someone whose role lacks them. Pick a roster so the right phone buzzes — not because check-ins stop without one.
One-person venues skip the roster entirely, and the daily "Who's on today?" reminder only goes to teams that have more than one person and haven't picked yet.
The one thing you can't do: confirm your own
You cannot approve a check-in that your own fan account opened. If you're a Game Set Engage fan yourself and you check in at your own venue, someone else from your venue has to confirm it — another owner, a manager, or a staff member with approval rights.
Try it and you'll get a clear refusal: a check-in can't be confirmed from the same account that opened it.
That's the entire scope of the rule. It compares two account ids: the one that opened the check-in and the one approving it. It doesn't care how many people are in the building. And to be straight with you about what it is and isn't — it stops self-confirmation, nothing cleverer. A manager confirming the owner's personal check-in goes through fine.
Check-ins that never reach you
Some check-ins are refused on the fan's phone before anything arrives for you to approve. When that happens no record is created at all, so there's nothing in your queue and nothing on your bill. If a fan says "it's not working," it's almost always one of these.
They're too far away. A check-in has to be opened within 100 metres of your venue, and the fan's location has to be switched on. Outside that, the app tells them "You appear to be too far from this venue to check in." If location is off entirely: "Location is required to check in at a venue."
This is deliberate. You pay for people who actually walk in, so location is required and checked against your venue's own coordinates. There's no override and no partial credit — the request is refused outright, and nothing reaches you to approve.
They already checked in here today. One check-in per fan, per venue, per day. A second attempt gets "You've already checked in at this venue today" and no second QR even opens. A fan who comes in twice on a matchday is one visit, and you're billed for one.
The campaign isn't running. If the club's campaign has finished, been archived, or hasn't started yet, the check-in is refused.
The fan hasn't unlocked the campaign. Clubs can require fans to take part in one campaign before another opens to them. A fan who hasn't done the first one can't check in against the second, at your venue or anywhere else.
Your venue isn't active. A venue that's still pending approval, or has been suspended, can't take check-ins.
Every approval has your name on it
When you confirm or reject a check-in, Game Set Engage records who did it and how. That record is deliberately permanent — it's the trail behind your monthly invoice.
If a charge is ever queried, the answer isn't a guess. Each visit shows the person who confirmed it. Worth mentioning to your team: approving a QR is a small thing, but it's a billable one, and it's attributable.
What's next
- Your offers and your monthly invoice — the fees behind these confirmations, and how you're billed
- Venue earnings and offer settings — the club-side view of the same partnership
