Troubleshooting & FAQs
A QR code will not scan
What to do at the door, and how to stop it happening before the day.
What it is
The reasons a code fails — printing, lighting, a stale code, or an expired link — and the immediate workaround.
When to use it
At the door, and while testing beforehand.
Who can use it
Anyone.
Where to find it
- Open the event → Check-In
Step by step
At the door, stop trying and search the guest by name instead. Never hold a queue for a QR code.
Check the light. Glare on a phone screen and dim corridors both defeat a camera.
Check the print. Codes printed small, on textured paper, or with low contrast often will not read.
Check whether the code is stale — regenerated codes replace older ones.
If a guest activity link says it has expired, generate a fresh one; those links are deliberately time-limited.
Before the event, scan every printed code yourself, on both an iPhone and an Android phone.
What you should end up with
If something goes wrong
- No code scans on one device.
- The device, not the codes. Check its camera permission and try another device.
- The code opens a page that says not found.
- It points at the wrong address. Regenerate it from the feature that produced it and test before reprinting.
- The scanner cannot find the guest.
- They are not on the guest list. A manager device can admit them with a recorded reason; add them to the list afterwards.
Worth knowing
- Print codes at least 3 cm across, in black on white, on matte paper.
Related guides
- Check guests in on the dayScan QR codes or search by name, watch arrivals live, and handle the people who are not on the list.
- Set up check-in devicesRegister the phones and tablets that will scan guests in, and choose what each one is allowed to do.
- Games, polls and keepsakes for guestsGive guests a QR link to song requests, live polls, photo bingo, advice cards, a photo wall or a time capsule.
Still stuck? Tell us what you were trying to do and what happened instead.