POS asks for approval when your venue has turned on approval for ticket redemption and the ticket isn't straightforwardly valid: it's expired, dated for another day or inactive, or it's being redeemed for less than it was sold for. The check-in can't finish until someone with the POS admin permission enters their POS PIN.
If you're being asked for a PIN when you sign in to POS rather than when you redeem a ticket, that's a different prompt. See Why is my POS device asking for a manager PIN at login?
Who can approve a ticket redemption at POS?
Staff need the POS admin permission. The administrator and manager system roles have it by default, and it can be enabled on a custom role.
If you only want someone approving discounts and refunds rather than redemptions, use the Manager PIN Override permission instead. It's narrower than POS admin. See Permissions by feature and role.
How do I turn ticket approval on or off?
The setting is Approval needed to redeem ticket, under Apps > Point of Sale > Settings in Venue Manager. It applies to every POS device at the venue.
With it off, staff can redeem expired, wrong-date and inactive tickets without approval.
For the full setup steps, and the other actions you can put behind approval, see Set up manager approval for POS actions.
What happens when a ticket is for the wrong day?
You may see two prompts on the same arrival, and they do different jobs.
The reschedule prompt comes first. POS offers to move the booking to today rather than redeem the ticket as it stands, because moving the booking is what applies any price difference between the day the guest bought for and the day they turned up. This matters most if you use price rules, so an off-peak ticket presented on a peak day is the case to watch.
Choice | What happens |
|---|---|
Move the booking to today | The booking is rescheduled and any price difference is applied, so a peak-day visit is charged at the peak-day price. Anything owing shows in the booking for you to collect |
Check in anyway | The ticket is redeemed without rescheduling and the guest keeps the price they paid. Nothing is recalculated |
If your venue charges different prices on different days, moving the booking is usually the right call, since checking in anyway lets a guest attend a peak day on an off-peak price.
The approval prompt is separate, and only appears if Approval needed to redeem ticket is turned on. It asks for an approving POS PIN before the redemption completes. You can see both prompts on the same arrival: POS offers to reschedule, and then asks for approval.
Either way the ticket does redeem, and the check-in counts on the day you process it rather than the date on the ticket.
See Redeem bookings and assign waivers at POS and Reschedule bookings at POS.
Who approved a redemption, and when?
ROLLER records who approved the action and when in the POS activity log, so you can see afterwards who authorized a redemption.