If guests are getting an error on the app saying "Oops! Guest not within range of a [brand name] location.", you can check the following:
- Check the guest's Timeline. There should be an entry for Checkin Fails with a "range_not_satisfiable" code.
- Search the barcode listed in that error. You should get an error "No details found but checksum valid for [location]".
If the two above situations are true, the reason for the error is that Punchh did not receive the transaction that the guest tried to scan. Because of this, no latitude or longitude is included in the check-in API call and results in the "range_not_satisfiable" error.
One resolution is to ensure the firewall is configured correctly. See Brink POS Firewall Setup. If the firewall has been ruled out, please check the Base URLs configured within Brink. See What do the BRINK URL's mean? (BRINK) for how they should be configured. Once these URLs are corrected, new transactions should no longer cause the error for the guests.
In an effort to supply information as quickly as possible, this article has been published prior to a formal technical review, and is subject to factual, grammatical, and various structural errors. Data may be incomplete, misordered, or incorrect.
This additional disclaimer will be removed upon formal review of this article. The standard Punchh Inc. KB Disclaimer still applies, and can be found at: https://support.punchh.com/hc/en-us/articles/360040100273-Punchh-Inc-Knowledge-Base-Disclaimer
If further assistance is required, submit a ticket to Punchh Support. (For help submitting a ticket, click here)