How to Handle Flagged IDs
Patrons may occasionally ask why they were flagged or what a flag means during ID scanning. This guide helps staff respond clearly and appropriately.
What is a Flag?
A flag is an alert that appears when an ID is scanned. It may indicate:
- A prior incident at a venue
- An entry restriction
- A note added by your venue or shared network
Flags are used to help venues make informed decisions about entry and safety.
What to Tell Patrons
If a patron asks about a flag, keep the response general and do not provide specific details.
Recommended Response
“The system is showing an alert on your ID. For more information or to review your data, please visit patronscan.com/privacy and select ‘I want to check my info,’ or email privacy@patronscan.com.”
If a Patron Disputes a Flag
If a patron believes a flag is incorrect or wants more information:
- Direct them to: patronscan.com/privacy
- Or have them contact: privacy@patronscan.com
The privacy team will review and assist them directly.
Venue Discretion
Flags are a tool to assist your team, but final entry decisions are always up to the venue.
Staff may use their judgment, along with venue policies, to decide whether to allow entry based on the flag presented.
Important Notes for Staff
- Do not disclose specific details about the flag
- Do not speculate on why the flag exists
- Do not attempt to remove or override flags without proper authorization
- Always direct patrons to the official privacy channels
- Keep responses calm and professional
- Use the privacy sticker in the Web Admin Portal to help provide transparency about ID scanning
Summary
Flags help support safer environments, but entry decisions remain at the venue’s discretion. Any questions or disputes should be handled by the PatronScan privacy team to ensure proper handling of patron information.