How to Use the Personal Identifier at Check-In How to Use the Personal Identifier at Check-In
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How to Use the Personal Identifier at Check-In

Jason Siu Jason Siu

Hi there! 
Based on your search criteria it seems that you want to learn how would the Personal Identifier look in real action. Once configured this is easily visible in different Check-In methods. This article covers what a visitor experiences when a question is flagged as a Personal Identifier — on a lobby kiosk, and through a mobile check-in QR scan.

Nothing has to be switched on at the kiosk or on the mobile template. The rule follows the published workflow, so wherever that workflow is used to create a visit, the duplicate check applies.

What a visitor sees on a kiosk

  1. The visitor taps to start a check-in and reaches the questionnaire.

  2. They fill in the identifier question along with the rest of the form — most commonly Phone.

  3. They tap Continue.
  4. If the value is not already in the queue, the check-in completes and the visitor is issued a ticket as normal.
  5. If the value is already on an active visit, the kiosk refuses the check-in and shows a message telling the visitor they are already in the queue. The form stays open so the value can be corrected.
     
  6. They will need to go back and update their phone number to proceed to queue.

Note: The kiosk does not tell the visitor which ticket they already hold, or what position they are in. If they have genuinely forgotten, they need to ask a member of staff, who can find the existing ticket by searching the same value in the Queue.

What a visitor sees on mobile

The mobile check-in link runs the same workflow in the visitor's phone browser, so the sequence is identical.

  1. The visitor opens the link — from a QR code in the lobby, a link you have sent them, or your website.
  2. They complete the questionnaire, including the identifier question.
  3. They tap Continue.
  4. A unique value completes the check-in and the visitor sees their ticket and position.
  5. A value already in the queue is refused with the same message as the kiosk.

Kiosk and mobile compared

Consideration Kiosk Mobile
Who is standing there A shared device. The next visitor in line may be the one who hits the message, having typed a number that a relative used minutes earlier. The visitor's own device, so a duplicate is almost always the same person checking in twice.
Most common cause of an unexpected block Two people arriving together and giving the same household or mobile number. The visitor tapped the link twice, or re-opened it after their first check-in.
What the visitor does next Asks a member of staff, who is standing nearby. Has no staff member in front of them, so they may simply give up and leave.
Practical advice Brief lobby staff to expect the message and to look up the existing ticket rather than re-checking the visitor in. Use a Field description or Field Tooltip on the identifier question that tells the visitor what to do if they are told they are already in the queue.

Troubleshooting

Symptom Likely cause
A visitor is blocked but insists they have not checked in Someone in their party used the same number, or their previous visit today is still open. Search the value in the Queue and check Today's Visits.
The same person got two tickets from the kiosk They typed the value differently the second time, or the question was left blank. A blank answer cannot be matched. Make the question Required and prefer SMS-Enabled Phone over free Text.
Duplicates are getting through on mobile but not the kiosk The two templates are probably connected to different workflows. Check the workflow attached to each template and confirm the identifier is flagged in both.
Nobody is ever blocked The workflow was not published after the checkbox was selected, or the question is not Customer Facing so the visitor never answers it.
Legitimate visitors are being turned away in groups Your identifier is shared between people. Pair it with a second identifier — see How to Configure the Personal Identifier on Questions, which explains that all flagged answers must match before a check-in is blocked.

Notes

  • The rule only applies to active visits. Once a visit is served, cancelled, or marked as a no-show, the visitor can check in again from either surface.
  • A blank answer is never treated as a duplicate.
  • The Personal Identifier is not identity verification. It confirms only that the same value is not already waiting.
  • Test both surfaces after publishing. Check in once from the kiosk, then try the same value on the mobile link and confirm you are blocked — that also proves both templates are on the same workflow.

For additional support, contact the Frontlion Support Team.

PersonalID

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