Fixing a QR code that won’t scan

Last updated: November 3, 2026

Quick fixes

• Ask the guest to turn their screen brightness up. Dim screens scan slowly.
• In a dark room, tap Turn torch on on the scanner.
• Keep the whole QR code inside the frame, and hold it steady for a second.
• If the scanner looks stuck, reload the page.

Enter the ticket code by hand

Every ticket has a text code printed under the QR, on the ticket page and the PDF. On the scanner, type it into Ticket code under Enter ticket code and tap Check in. Use this for cracked screens, paper tickets that are damaged, or phones without a working camera.

If the camera doesn’t start

• “Camera access was denied”: allow camera access for this site in the browser settings, then reload.
• “Camera scanning is not available in this browser”: open the staff link in Safari on iPhone or Chrome on Android, or enter codes by hand.
• “The camera could not start”: close other apps that use the camera, then reload.

If it scans but shows a red result

• Wrong event: a real ticket for a different event. Check that the guest is at the right event, or add that event to the staff link.
• Void ticket: the ticket was cancelled or refunded.
• Unknown ticket: the code is invalid, altered, or was not issued by your shop.
• Staff link unavailable: the link was revoked. Create a new one on the event page.