What the visitor receives, and when it does not arrive.
| What you see | Likely cause | What to do |
|---|---|---|
| The visitor has two pass emails | The visit was changed and the Updated email is on | The newest email is current; an edit updates the same pass |
| The QR code does not work | Outside the visit window, or the visit was cancelled | Check the window (and any Early Check-in or Late Check-out period); edit the pass if needed |
| No WhatsApp message | No WhatsApp gateway, or the WhatsApp Invite channel is off | Email is sent where its Invite channel is on (the default); ask your administrator |
| No email after the visit | Send Visitor Check-out Follow-up Email is off (the default) | Ask your administrator |
| The visitor expects an induction video | EvTrack does not send one | Send your own induction separately |
Full walkthroughs: Visit Passes, Change, Cancel or Re-send a Visit Pass.