Troubleshooting QR codes that won't scan

A customer scans your printed code and gets a red “Scan Failed” screen instead of their stamp or points. Almost every time, the reason is sitting in the Status column on your QR Codes page. Go to QR Codes in the left sidebar and find the code by its name or code string.

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What each status means

A code only works while its status is Active. Three other statuses stop a scan, and each one shows the customer a specific message on their phone. For an Inactive code, open the three-dot menu on its row and choose Activate. The scan works again right away. An Expired or Max code can’t be revived. Generate a new code for the same location and reprint it. When you create the replacement, leave the expiry date and scan limit empty if you want a code that keeps working, or set a higher limit.

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A deleted code is gone for good

If a customer sees “QR code not found. It may have been deleted,” the code was removed from your account. Deleting is permanent, and any printed copies of that code stop working. There’s no undo, so generate a fresh code and replace the printed one. When you only want to pause a code for a while, use Deactivate instead of Delete. An inactive code keeps its history and can be switched back on later.

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Where to find a code’s limit and expiry date

Click a code’s name to open its detail page. The Details panel lists its scan limit and expiry date, so you can confirm whether a code is close to either one.

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Scans go up but customers get nothing

Sometimes the Total Scans count rises while customers tell you they never got their stamp or points. This happens when a customer opens the code with their phone’s plain camera or a browser instead of the Qtap app. Qtap records the scan, but it has no member account to credit, so nobody earns anything. Ask the customer to scan from inside the Qtap app, where they’re signed in.