The scanner can’t read the member’s QR

Member presents their QR; your scanner won’t lock onto it. Triage path:

Step 1 — Brightness

Most common cause. Member’s screen brightness is too low for your camera to detect the QR pattern reliably. Ask them to bump up brightness on their phone.

Step 2 — Glare

Till lighting can wash out the screen. Ask them to tilt the phone or step half a pace to one side.

Step 3 — Wrong screen

Members occasionally show the wrong thing. Confirm they’re showing their My QR screen, not a screenshot or another app.

Step 4 — Fallback: manual stamp via Customers

If the QR genuinely won’t scan, you can apply a stamp manually from the Customers page.

1. 01
   Open Customers

   From the portal sidebar.

2. 02
   Search the member

   By name or email substring — pagination + search are the only filters at v1.

3. 03
   Open their detail page (View)

   Routes to /customer/{id}.

4. 04
   Apply the stamp from the customer detail page

   The customer detail page exposes Apply Stamp (and Redeem Coupon if a card is full) — see The customer directory.

If the member isn’t in your Customers list yet (first visit), use + Add customer with their email and name first.

When to escalate

If the scan issue is consistent across many members on the same device, the issue is likely your scanner device — try closing and reopening the app, restarting the device, or updating from the App Store / Play Store. Try a different device too. If it’s consistent across all devices, open a ticket — likely a backend issue.

In one sentence

Brightness → tilt for glare → confirm it’s the My QR screen → fallback to manual Apply Stamp from the customer detail page.