Recovery scenarios at pickup
For a check-in manager or staffed-kiosk volunteer handling a pickup that doesn't fit the normal code-and-scan flow.
The parent doesn't have their pickup code
Use Lost your code? at the kiosk to look the child up by name instead — see Lost your pickup code? for the exact steps. An admin can also find today's code for a session from Check-in → Reports.
The parent can't get their text
If the code never reached their phone, verify their identity another way and use the same name lookup to bring up the release check. On the release check screen, someone the household has listed (a family-page addition or someone named today) can be marked ID checked after you've confirmed who they are.
A second guardian arrives instead of the one who checked in
The Can pick up list on the release check governs — it shows everyone authorized for these children and where each one came from (a guardian, a household pickup contact, or added for today). If the person in front of you is on that list, they can collect the child. If they aren't, don't release until you've confirmed they're authorized — check the household's authorized-pickup list, or ask an admin.