How can we help you?

First, check the following in the admin dashboard under Students → [Student Name]:

1. Is the student's status Active? If Inactive, click Activate.
2. Is the event still Open? Check the event status under Events.
3. Click Resend Portal Link to send a fresh link via email and SMS.

If the link still doesn't work, ask the student to try in a different browser (Chrome is recommended). If issues persist, submit a ticket with the student's ID number.

Students toggle their RSVP status in the portal under the My Details tab. When toggled to "Attending," their ticket is activated and guest tickets become available to add.

If a student RSVPs "Not Attending," their ticket is deactivated and their guest ticket allocation is returned to the pool. Admins can override RSVP status from the dashboard.

Track RSVP responses in real time under Events → [Event] → RSVP Tracker.

In the student portal, students go to the My Name tab and click Record Pronunciation. They record their name once using their device's microphone.

The recording is submitted to the admin for review. Admins approve or request a re-recording under Students → Name Pronunciations. Approved recordings play automatically during the Live Stage Experience when the student's QR is scanned.

If a student has no microphone: They can type a phonetic spelling instead. The phonetic text will be displayed on the announcer's reader card.

QR check-in requires no special hardware — just a phone or tablet with a camera:

1. Log into the admin dashboard on each staff device
2. Go to Check-in → QR Scanner
3. Allow camera access when prompted
4. Point the camera at guest QR codes — check-in happens automatically

For offline mode: tap Download Offline Data before the event. This saves all ticket data to the device. Scans work without internet and sync automatically when connectivity returns.

An "Invalid Ticket" result means one of the following:

• Already checked in: The ticket was already scanned. Check the check-in log for the timestamp.
• Ticket cancelled: The guest ticket was cancelled by the student or admin.
• Wrong event: The QR code belongs to a different event or year.
• Ticket not activated: The student's RSVP is set to "Not Attending."

Check the guest's status in the admin dashboard under Tickets → Search by QR code. If this was a valid guest who should be admitted, an admin can manually check them in from the dashboard.

Guests receive a ticket link via email or SMS from the student who invited them. On the ticket page:

• iPhone/iPad: Tap the Add to Apple Wallet button. The ticket adds automatically.
• Android: Tap the Add to Google Wallet button. Sign in to Google if prompted.
• Desktop or other: Tap Download PDF to get a printable ticket with QR code.

Wallet passes update automatically if event details change (venue, time). Guests don't need to re-download.

When extra tickets become available, students can request them through their portal. To run the lottery:

1. Go to Events → [Event] → Ticket Lottery
2. Set the number of extra tickets available
3. Click Run Lottery — GradFare randomly selects from all requests fairly
4. Winners are automatically notified by email and SMS
5. Non-winners receive a notification that they were not selected this round

The Live Stage Display requires a computer connected to your venue screen via HDMI:

1. Connect a laptop or mini PC to the venue projector or screen via HDMI
2. Open Chrome on the laptop and go to app.gradfare.com/stage
3. Log in with an admin or staff account
4. Press F11 for full screen — the display is now ready
5. Set the laptop display to Extended (not mirrored) so the operator can see controls privately

When a staff member scans a student's QR code at the stage entrance, the display updates automatically in under 2 seconds — showing the ceremony slide and playing the name pronunciation.

Safari / iPad note: Tap the screen once before the ceremony starts to unlock autoplay audio. After the first tap, audio plays automatically for every student.

If the stage display isn't updating after a scan, check these in order:

1. Internet connection: Confirm the stage display laptop has active internet. Try loading any website to verify.
2. Refresh the page: Press F5 on the stage display laptop — it will reconnect and resume polling.
3. Check the scan: Confirm the QR scanner shows a green "Checked In" result after each scan.
4. Student data: Confirm the student has a ceremony slide submitted and approved in the admin dashboard.
5. Browser: Use Chrome — Safari may have stricter autoplay policies on some devices.

If the issue continues on ceremony day, call our ceremony-day support line at (703) 898-3835 — we respond within 1 hour for critical issues.

Go to Reports → Export Data in the admin dashboard. You can export:

• Student roster — all students with RSVP status, pronunciation status, slide status
• Attendance report — check-in times, gate, staff who scanned
• Guest ticket report — all issued tickets, status, section assignment
• ADA accommodation report — all accessibility requests and assignments

All exports are in .xlsx format compatible with Excel, Google Sheets, and LibreOffice.

Reader cards are print-ready A5 PDFs formatted for ceremony announcers. Each card shows the student's name, phonetic pronunciation, degree, department, and honors.

1. Go to Reports → Reader Cards
2. Select the event and sort order (stage order recommended)
3. Click Generate PDF
4. Print on A5 paper (or half-letter) — cards are pre-cut-ready

Generate reader cards at least 24 hours before the ceremony to allow time for review and corrections.