Frequently Asked Questions

Ordering your scanner

Q. How do I order a scanner?
A. The organiser of the event or Reference Technology will have given you a link to follow. Here you can complete your order for the number of scanners you require. Payment can be made by Credit or Debit Card.
Q. Do I need to purchase both the handheld scanner and the app together?
A. No, you do not need to purchase both of these (although you can if you want to). They are designed to work independently.
Q. What is the difference between the handheld scanner and the app?
A. The handheld scanner is a physical device which you will collect from one of our on-site managers at the event. The app is downloaded to your mobile devices – either a smartphone or a tablet – and works using the device's camera to scan the barcodes.
Both the handheld scanner and the app allow you to use Lead Qualification questions, however, only the app allows you to make additional freehand notes.
When using the handheld scanner, your data will not be available to view in your account immediately. You will need to return the scanner to one of our on-site managers to be downloaded. Once this has been done, your data will be available within 24 working hours. If you choose to use the app, your data will be available to view instantly in your account (subject to being connected to the internet).
Q. How does the handheld scanner work?
A. The handheld scanner is very simple to use. Press the button, let the laser hover over the barcode and the device will beep to let you know the information has been captured.
The scanner will store all of these scans safely until you return the device to be downloaded at the end of the event.
For further information about the handheld scanner, click here.
Q. How does the app work?
A. Using the camera on the device, scan the barcode on the visitor's badge to capture the information. The app will work using your mobile data signal or Wi-Fi. Don't worry if this isn't very stable, the app will store all of the scans and when connection is re-established the leads will sync back to the main account.
For further information about the LeadReference app, click here.
Q. What attendee information can be captured using the LeadReference system?
A. The information provided is controlled by the event organiser but will generally be similar to what you would find on a business card. It will also depend on the information provided by the attendee at the point of registration.
Q. How long will the battery in the handheld scanner last?
A. The battery lasts for a number of weeks and therefore will easily last for the duration of the event.
Q. If I have multiple scanners, will all of the data be put into one account? Can I distinguish which scanner is which?
A. When you purchase access to LeadReference, the account is set up using the email address provided. All the handheld scanners or app licences are linked to this account.
When viewing your leads on the LeadReference website, you can filter by scanner ID (handheld scanner) or device name (LeadReference app). If you need to know which handheld scanner is which, speak to our on-site manager when you collect them.
Q. Can I hire a scanner in person at the event?
A. Our on-site technicians will sometimes have scanners available to hire at the event, however these will be available on a first come first served basis only. There is no guarantee you will be able to hire one. The prices of these scanners are also higher than if you pre-order online. To avoid disappointment, we recommend that you order in advance online where possible. This ensures you get the best price and guarantees your scanner is reserved.
In the event of handheld scanners not being available, you can still purchase access to the app.

Paying for your scanner

Q. Do you accept all major credit and debit card payments?
A. We accept payment with American Express, MasterCard, Maestro, Visa, Visa Debit and also PayPal.
Q. I am having trouble processing my payment.
A. In the majority of cases, the main problem will be the card failing the address verification checks. You should ensure the address you have entered exactly matches the billing address for the card you are using. If you are ordering from overseas (we are a UK based company) it may be that your card has not been authorised to make purchases from another country. Please contact your card issuer if you think this is the case.
If you are still having trouble placing your order, please get in touch with our scanner support team who will be able to assist you further.
If you are from the USA or Canada, please ensure that you enter the 2-character state code in upper case ONLY in the County/State box (e.g. IL, PA, NY). Failure to do so may result in your transaction being declined.

Pre-event

Q. I haven't received my account details.
A. Your account details will have been emailed to you when you completed your purchase. Please check your junk/spam folder for this email as sometimes it may find its way in there. If you cannot locate it, email scanners@reftech.co.uk  and we can resend it to you.
Q. What are Lead Qualification questions?
A. Lead qualification questions allow you to find out more about what your visitor wants, for example: what products they are interested in, who took the lead, whether they require a quote post event, and so on. For further information on lead qualification questions and instructions on how to set them up, click here.
Q. How do I set up Lead Qualification questions?
A. You can set up your lead qualification questions in your online account. This page contains a short video and user guide to guide you through the process.
*Please note you only need to print the barcode sheet if you are using the handheld scanner*
Q. If I don't set up my Lead Qualification questions prior to the event, can I have a blank sheet?
If you have not set up your lead qualification questions before the event, please ask one of our on-site managers for a barcode sheet. It is a good idea to take of a photo of this once completed so you can refer back to it after the show.
Q. How many LeadReference app licences do I need to order for the team on my stand?
A. Your order will be for one main LeadReference account, which contains one app licence – you can then add on as many additional licences as you want. This will depend on how many devices you want to install the app on. For example, if you have a team of 4 on your stand, you will require the main account plus 3 additional licences.

Collecting your scanner

Q. Where do I collect my handheld scanner(s) from?
A. At most events, you will be able to collect your handheld scanners from one of our on-site managers at the registration area for the event. They will show you how to use the scanners and also answer any questions you may have. At the end of the show, you should return the scanners to the same point.

General Issues

Q. My colleague has completed the purchase for the LeadReference system, however I need to access the data. How can I do this?
A. The account has been set up using the details provided in the online form. As a result of data protection, without written authorisation from the main account holder, access to the account cannot be given to another person.
Q. Why are there blank fields in my data?
A. Only the information provided to us by the organiser will be visible, unfortunately, we have no control over what data is collected and the accuracy of it.
Q. I cannot set my password
A. Please call the scanner support line and the team can help you
Q. If I have multiple scanners, will all of the data be put into one account? Can I distinguish which scanner is which?
A. When you purchase access to LeadReference, the account is set up using the email address provided. All the handheld scanners or app licences are linked to this account.
When viewing your leads on the LeadReference website, you can filter by scanner ID (handheld scanner) or device name (LeadReference app). If you need to know which handheld scanner is which, speak to our on-site manager when you collect them.

App Issues

Q. I cannot scan the barcode
A. Close the app fully, check your camera permissions, and try again. Alternatively, uninstall the app, re-install and try again, ensuring you give the app full permission to use the camera if prompted.
Q. Barcode doesn't scan instantly/first time
A. This could be down to lighting or angle. Ensure that the camera is focused on the barcode and is not too close.
Q. What happens if I lose internet/Wi-Fi connection?
A. The app will store any leads that you scan on the device. As soon as the connection is restored, the app will automatically re-connect and all leads stored will be synced with your main online account.
Q. Can I add my own notes?
A. Yes, there is a notes field for you to add any information you wish.
Q. Can I pre-set the questions I want to ask?
A. Yes, before the event you will be emailed with details to log in to your online account. Within this, you can create all your questions and answers. After scanning a barcode on your device, you will see all of these and can choose the appropriate answers.
Q. I've logged in to the app but it is showing as 'Disconnected' and when I scan a badge, I can't see any details.
A. Open your web browser and check that you can successfully access the internet. Some Wi-Fi networks may have a captive portal that you need to go through before you are connected. Any scans made while you are disconnected will still be saved and will be synced with LeadReference the next time the app can connect to the server.
Q. I know my colleagues have scanned leads on their phones too but I can't see them on my phone.
A. Only the leads that have been scanned with that device are visible within the app. A complete list of all leads scanned can be found on the LeadReference website. These can be filtered by device if you need to see who scanned what.
Q. Where can I download the app from?
A. For iOS devices please visit the App store and search for LeadReference.
A. For Android devices please visit the Play store and search for LeadReference.
Q. Where is my data?
A. All data can be accessed and downloaded from your main online account. Visit the website and use your login details to see all leads scanned from all devices.
Q. I need to order an additional app licence, how do I do this?
A. Email scanners@eventreference.com with your request and a link to purchase additional licences will be emailed to you.

Returning your scanner

Q. When Do I return my scanner
A. Please return your scanner to the registration area marked LeadReference / Exhibitor scanners at the end of the event.
Please hand the scanner to one of the RefTech on-site managers so that it can be downloaded. It is not advisable to leave the scanner unattended at the registration desk.

Getting your leads

Q. When can I access my data?
A. When using the handheld scanner, your data will not be available to view in your account immediately. You will need to return the scanner to one of our on-site managers to be downloaded. Once this has been done, your data will be available within 24 working hours. If you choose to use the app, your data will be available to view instantly in your account (subject to being connected to the internet).
Q. How do I retrieve my data? Will it be sent directly to me?
A. Your data will not be sent to you. Once you have placed your order, you will receive an email which contains your account details and instructions to enable you to log in to the LeadReference website. Your data will be available in your account and you will be able to sort, filter and download the data from here.
Q. Will I be able to see when leads were scanned?
A. Yes, you will see a column containing this information when viewing your leads online.
Q. I have logged into my account and there is a message saying that the scanner has not been paid for – why can I not see my data?
A. Reference Technology reserve the right to withhold the data collected at an event until full payment has been received.