For customers

Waiting, your ticket and alerts

For customers, and for the staff who answer their questions: everything on your ticket while you wait, what each status means, and what to do when you are running late, want to leave, or are called.

Your ticket#

When you join a line, your phone opens your ticket: a private page that follows your place live. You do not need to refresh it — it updates itself as the line moves. You can lock your phone, walk around, and come back to it.

From top to bottom, the ticket shows:

• The place and the line you are in, for example "Sparkle Car Care · Exterior wash", with the line's walk-in or booking mark.
• Your token — such as CON-20261030-014, with its last part, 014, printed large. It is the number the desk will call, and the one to say if you need to ask about your place.
• Your status in words — Waiting, It is your turn, and so on (see What each status means).
• How many people are ahead of you, as a large number, while you are waiting.
• About how long that is likely to take, when there is an estimate.
• Now serving — the token the desk is serving right now, so you can match it against what you hear called in the room.
• Running late, to tell the place you are on your way (see below).
• Give up my place, at the bottom of the screen, while you are waiting.

How the wait is shown#

The number of people ahead of you is exact. The time is an estimate, and Line Me Up says it as a range rather than a single number — a consultation, a haircut or a repair takes as long as it takes, and a range is honest about that. You will see, for example:

• about 30–40 minutes, or
• under 5 minutes when you are close to the front.

The estimate comes from how long the services ahead of you usually take and how many desks are serving the line right now. If a desk is running behind, or the desk that will serve you has paused for a while, the estimate takes that into account too. It is never a clock time: "your turn at 2:35" would sound like a booking, and it is not one.

What each status means#

On the Visits tab the same states are shortened: a visit with the desk says Being served, a finished one Done, and a missed one Missed.

When it is your turn#

When a desk calls your token, your ticket changes to It is your turn with Please go to the desk — they have called your number. On a visit with several steps, it names where to go, for example "Go to Room 4 now — it's your turn."

When you are called:

1. Go to the desk or room the ticket names.
2. Tell the staff your token if they ask.
3. Once they start with you, the ticket says You are being seen; when they finish, All done.

Once you are called, the ticket no longer offers Give up my place or Running late — the desk is waiting for you. If you cannot make it, speak to the desk.

If you miss your call#

If you do not come to the desk, the staff can mark you as not arrived, and on some lines this happens by itself a few minutes after the call — the business chooses how long. Your ticket then says Marked as not arrived. Speak to the desk: they can see what happened and help you from there.

Running late#

If you will be a few minutes late, tell the place from your ticket. Your place in line — or your booked time — is kept, and the desk sees when you expect to arrive.

1. On your ticket, press Running late.
2. Choose 5 min, 10 min or 15 min.
3. The ticket confirms it: "We've told them you'll be there ~10:45 am. Your place is kept." (For a booking it says "Your time is kept.")
4. Still delayed? Press Running later and choose again.

Give up your place#

If you change your mind, give your place up so the people behind you move forward. It takes two taps on purpose, so a stray tap in your pocket does nothing.

1. At the bottom of your ticket, press Give up my place.
2. The button turns red and says Tap again to give up place … with your number. Press it again within a few seconds to confirm.
3. Your place is released and you go back to the directory. If you opened the ticket from your account, you go back to Your visits instead.

You can also give up a place from the Visits tab: each live row has a Give up my place button, which acts on a single tap.

Share your ticket with someone#

Waiting for a child, a parent or a car? Send the ticket's link to whoever needs it. It opens on any phone without signing in, and shows that one ticket — the token, the count and the status, never your name.

A visit the desk added for you#

If the staff added you at the desk, they can give you a link or a slip with a code to scan. Open it on your phone and you get the same live ticket.

• The first phone to open the link can change the visit — say you are running late, or give up the place.
• Any other phone with the same link can only follow along. It shows You're following this on another phone. Only the phone that opened the link first can change it — the desk can help.
• If you are signed in on the first phone, the ticket may offer Save this visit to my visits. Press it to keep the visit with your account; it then says Saved to your visits, with See your visits to open the list.

When the desk adds a visit for your phone number, the Visits tab may also ask "… added a visit for this number today. Is this you?" Press Yes, it's me to add it to your visits, or No to dismiss it.

A visit with several steps#

Some visits have more than one step — a consultation, then a test, then back to the doctor; or a wash, then a polish. When yours does, the top of your ticket shows the whole visit, above your token.

What to do now comes first, in one sentence: for example "Wait to be called at Lab.", "Go to Lab at Room 2 first.", "Go to Room 4 now — it's your turn.", "Nothing to do yet — your next step will appear here." or "You're all done. Thank you for visiting."

Below it, every step of the visit is listed with a label:

Each step names its line, where to go when the place has said (a room or a counter), and the token for that step. Your token can change from step to step, because each step is its own place in its own line: listen for the one shown beside the step marked Now.

The inbox and the bell#

A bell at the top of the customer app opens your inbox, Notifications: one list of updates about your visits. A red count on the bell says how many you have not read yet.

Things that appear in the inbox include:

• Your turn — "CON-20261030-014: it's your turn. Go to Room 4."
• Almost your turn — a single heads-up when only a few people are ahead, such as "CON-20261030-014: almost your turn at Consultation — 2 people ahead of you. Please stay close."
• Your next step is ready, or go here first, on a visit with several steps.
• You're in line to go back (a clinic says "for your review").
• A desk paused or running behind — for example "… is running about 15 min behind. You keep your place." and, later, that it has caught up.
• Your visit has closed for today, if the place closes before you are seen.
• Booking reminders — the evening before (6 pm) and an hour before your booked time — and word that a booking was cancelled, with a way to book another time.

To read your inbox:

1. Tap the bell at the top of the screen.
2. Tap an item to open the visit or ticket it is about. Opening it marks it as read.
3. Press Mark all as read to clear the count at once.
4. Press Show more at the foot of the list to see older items.

You do not need an account to use it. The inbox shows the visits this phone has opened by their links, as well as your account's visits once you sign in. Signed out, it says Showing the visits this phone follows. Sign in to see your account's too.

Keeping track with the page closed#

Line Me Up does not send text messages, and it makes no promise of an alert on a locked phone. What it guarantees is your ticket and your inbox: the ticket follows your place live while it is open, and the inbox collects the updates about your visits so you can catch up when you come back. Some phones and browsers may offer to show these updates as alerts too; treat that as a bonus, not something to rely on. Inbox updates can arrive up to about a minute late.

To stay on top of your turn:

1. Keep the ticket open on your phone while you wait, especially as you get close.
2. If you close it, open it again from its link, from the bell, or from the Visits tab.
3. To open Line Me Up in one tap next time, add it to your Home Screen — see Your account, language and privacy.

If the ticket stops updating#

Your ticket keeps itself up to date over the internet. If it has not heard anything for about 45 seconds — a weak signal, a lift, a basement — it says Live updates unavailable — this may be out of date. and keeps showing the last count it knew. It carries on trying by itself and the message goes away when it catches up.

• This token is no longer live — the visit was served or cancelled, or the link is wrong. Check the Visits tab, or ask at the desk.
• Couldn't load … Check your connection, then reload. — part of the page did not arrive. Reload once you have a signal.

Your places on the Visits tab#

Signed in, the Visits tab (Your visits) lists every place you hold, live, even if you lost the ticket's link. Under Upcoming, each row shows the line, your token, its status, and how many are ahead — "3 ahead" — with Running late and Give up my place where they apply. Visits that ended today say how, for example "Served 11:20 am today". Older visits are under Past.

When you join several lines at once, this is where you land. Bookings and checking in are covered in Booking a visit.