Token not found when scanning

Symptom

When you scan a queue token (receipt) into a search field, the system does not recognize it. You may see an error message like "Token not found" or the search returns no results.

Likely causes (in order of probability)

1. Token is from a different department and that queue is not global — Some facilities use separate, independent queue systems for each department. If the token was issued by a different department's queue, and that queue is not configured as global, the system cannot cross-reference it.

2. Token belongs to a different business day — Tokens are typically scoped to a specific business day. If the token was issued yesterday but you're trying to scan it today, it may no longer be active in the system.

3. Token text is misread or incomplete — Scanning quality issues, worn print, or partial scans can result in an incomplete token number.

4. Patient or contact is from a different facility — Some multi-facility setups restrict token visibility to a single facility or constellation. A token issued at one location may not be visible at another.

5. System has not been updated with the latest queue configuration — In rare cases, a change to queue settings has not yet synced across all screens, especially in multi-user environments.

Fix for each cause

Token is from a different department (non-global queue):

• Check with the admin or staff who issued the token to confirm which department's queue created it.
• If you need to use tokens across multiple departments, ask your admin to enable Shared across departments when setting up the queue. Go to Settings → Queues → (select the queue) → enable the Shared across departments option. Open in Usystems
• For now, manually search for the patient or contact by name instead of using the token scan.

Token belongs to a different business day:

• Check the token date printed on the receipt. If it is from a previous day, it may no longer be active.
• Ask the patient or visitor to request a new token from the front desk for today's date.
• If the appointment or visit should have carried over to today, contact your admin — they may need to manually create a new token or adjust the queue settings.

Token text is incomplete or misread:

• Inspect the token (receipt) for print quality. If the print is faded or torn, it may not scan clearly.
• Try scanning again slowly and carefully.
• If scanning continues to fail, ask the patient to visit the front desk to re-issue the token.
• Alternatively, ask for the token number verbally and type it manually into the search field.

Patient or contact is from a different facility:

• Confirm which facility or constellation the patient belongs to by checking their record.
• If the facility is a multi-branch system, verify that the patient record is visible in your current location.
• Contact your admin if the patient record should be shared across locations but is not.

System sync issue:

• Try refreshing the page (Ctrl+R or Cmd+R) and scanning again.
• If the problem persists across multiple tokens and scans, contact your support team.

When to contact support

• The issue affects many tokens, not just one
• Tokens from the past few days are not scanning, even from the correct department and business day
• You suspect a configuration or permissions issue that you cannot resolve locally
• You receive an error message in the browser console or see unusual system behavior alongside the scanning issue