Guide
By The QRdy Team · June 2026
What to do if a device cannot scan the QR code
Most scanning issues have a quick fix. And for the cases where scanning simply will not work, QRdy provides a fallback option so every customer can still check in.
Common issues
Why scanning sometimes fails and how to fix it
Poor lighting
QR codes scan best in good light. If the counter is dim or the code is in shadow, move it to a brighter spot or ask the customer to increase their screen brightness if it is a digital display.
Wrong distance
The phone should be about 20 to 30 centimetres from the code. Too close or too far and the camera cannot read it clearly. Ask the customer to adjust their distance.
Damaged or blurry print
If the code has been laminated poorly, is wet, or has been printed at low resolution, it may not scan reliably. Print a fresh copy at a higher resolution or larger size.
Wrong camera app
Some customers open a social media app camera rather than their phone's native camera. The native camera app on both iPhone and Android supports QR scanning by default. Ask them to use the standard camera app.
When scanning does not work at all
The fallback option
QRdy provides a short text code alongside every QR code. When scanning fails, give the customer this code and ask them to type it into their browser. It opens the same check-in page.
Find the fallback code in the QR Codes section of your dashboard. Display it visibly at your counter near the QR code itself. That way customers who struggle with scanning can switch to the text code without needing to ask.
If a customer does not have data or has difficulty with the browser, you can also look up their job manually from your dashboard and track it on their behalf without them having a live page.
Common questions
Scanning questions from operators
What is the fallback code and where do I find it?
QRdy provides a short text code alongside every QR code in the QR Codes section of your dashboard. When a customer cannot scan, you can give them this short code and they type it into any browser to reach the same check-in page. Display it at your counter near the QR code so it is always available.
Can I give a customer the direct link instead?
Yes. Your check-in page has a direct URL you can share via a text message or show on a screen. This opens the same check-in form as the QR code. You can find the link in the QR Codes section of your dashboard.
Why might a QR code not scan on some phones?
Common reasons include poor lighting, the phone being too far or too close to the code, a damaged or dirty print, or a very old phone model without a built-in QR scanner. Moving closer, improving the light, or using the native camera app rather than a third-party app resolves most cases.
Related: How to create your first QR code in QRdy →
How it works: How QRdy works for small businesses →
See all: All QRdy guides →
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