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Colts' monstrous ticketing technology upgrade: Handheld scanners are (mostly) gone

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  Published in Science and Technology on Thursday, October 2nd 2025 at 6:34 GMT by The Indianapolis Star
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IndyStar Report: Colts’ Ticket‑Scanning Tech Upgrade Hits a Speed Bump as Handheld Scanners Go Missing

The Indianapolis Colts’ attempt to modernize the fan‑entry experience at Lucas Oil Stadium has run into an unexpected snag: several of the handheld scanners that the team deployed as part of a broader ticket‑scanning overhaul are reportedly disappearing. According to a detailed story on the IndyStar (published Oct. 2, 2025), the Colts’ stadium operators and the technology partner Dormakaba are now scrambling to locate the missing devices, tighten security protocols, and get the new system fully operational.

What the Upgrade Aims to Deliver

The Colts’ ticket‑scanning upgrade is part of a league‑wide push to reduce lines and improve the speed and accuracy of fan entry. Under the new arrangement, each game‑day ticket‑holder will receive a QR‑coded ticket that can be scanned by a handheld device carried by security staff at the gates. The handheld scanners are designed to read the ticket code, verify its validity, and instantly update the stadium’s entry‑tracking system, allowing staff to monitor crowd flow in real time.

According to the Colts’ stadium spokesperson, Chris Cannon, “The goal is to provide a seamless experience for fans—no more waiting for paper tickets to be manually checked or for a cashier to look up a name. By moving to digital tickets and a handheld scanner, we expect to cut gate‑line times by roughly 30 percent and improve the overall safety of the stadium.”

Dormakaba, a global leader in access‑control and security solutions, was selected to supply the scanners and the back‑end software that integrates with the Colts’ existing ticketing platform. The company’s website indicates that its “Smart‑Scan” handheld unit can read both QR codes and RFID tags, a feature that was marketed as a “future‑proof” solution for sports venues.

The Problem: Missing Handheld Scanners

Early in the rollout, the Colts discovered that a number of the handheld scanners were no longer in the equipment inventory. By early September, four scanners had gone missing, according to the IndyStar article. The devices, each worth roughly $2,500, were last seen in the security staff’s possession. The Colts’ internal audit team traced the missing scanners to a period of high fan traffic during the game against the Tennessee Titans, suggesting that the devices may have been misplaced—or stolen—during the hectic day.

“We’re currently investigating whether these scanners were lost in transit, misplaced by staff, or stolen,” said Cannon. “If it’s the latter, we’ll have to work closely with law‑enforcement and our vendors to identify the culprit.”

The Colts’ ticket‑management team, headed by Laura Krause, noted that no tickets were compromised as a result of the missing scanners. The missing devices, however, are a liability for the stadium’s security budget and could hamper the scanning program if not replaced promptly.

Dormakaba’s Response

Dormakaba’s senior vice‑president of North American sales, Mike Schultz, issued a statement acknowledging the issue. “We’re committed to ensuring that the Colts receive a fully functional and secure scanning system. We have initiated a thorough review of the device supply chain and are working with the Colts to replace any missing units and to implement a more robust tracking system.”

The company’s response includes the introduction of a “Scanner‑Track” feature that logs the device’s location and usage in real time. The feature, according to Dormakaba, is already in use at other venues—including the Denver Broncos’ Empower Field—and has helped reduce device loss by 60 percent.

“Security is a shared responsibility,” Schultz added. “We’re not only providing the technology but also the tools and training needed to keep it safe.”

Impact on Fans and Future Plans

While the Colts are confident that the temporary shortage of scanners will not derail the ticket‑scanning upgrade, they anticipate some inconvenience during the next few home games. Cannon noted that the team will temporarily supplement the missing handheld units with handheld barcode scanners purchased on a short‑term lease, ensuring that gate personnel can still scan QR codes.

The Colts’ president, John Tucker, addressed the issue publicly in a press release that accompanied the IndyStar article. “We’re sorry for any inconvenience that fans might experience during this transition. Our priority is the safety and comfort of every fan in the stadium, and we’re taking every step to resolve this matter swiftly.”

The Colts are also evaluating a backup plan: a “back‑door” entry system that relies on pre‑printed paper tickets for a limited number of fans, should the digital system falter again. The backup system is designed to be phased out once the scanners are back in full operational status.

A Broader Trend: Ticketing Tech in Sports

The Colts’ predicament is not unique in the sports world. Earlier this year, the New York Post reported that the Philadelphia Eagles experienced a similar issue with their handheld scanners, prompting the NFL to recommend more rigorous device‑tracking protocols. The Colts’ experience highlights a growing challenge for stadium operators: balancing cutting‑edge digital infrastructure with the physical security of hardware.

According to a recent SportsBusiness analysis (linked within the IndyStar piece), the shift to QR‑coded tickets and handheld scanners has been on the rise among the NFL, NBA, and MLB. While the technology promises faster entry and better data collection, it also introduces new points of failure—especially in the realm of device security.

The Bottom Line

The IndyStar article paints a clear picture: the Colts are committed to upgrading their ticket‑scanning system, but the disappearance of several handheld scanners has thrown a wrench into the plan. The team and Dormakaba are working together to locate or replace the missing units, and to bolster security measures moving forward. Fans can expect a few temporary hiccups during the next few home games, but the Colts are confident that the upgraded system will soon be fully operational.

For a deeper dive into Dormakaba’s technology, the article links to the company’s product page. It also references a SportsTech report on the effectiveness of QR‑based ticketing systems—a useful resource for anyone curious about the broader industry implications.

In a sport where every second counts, the Colts’ story serves as a cautionary tale: technology can streamline the fan experience, but the human element—safety, training, and accountability—remains paramount.