Fixing a failed scan
Common reasons a scan fails: the customer isn't enrolled, the wrong card is active, a permission is missing, or the camera is blocked.
Most scan issues come down to one of a handful of causes — here's how to work through them.
Common causes
| What you see | Likely cause | What to do |
|---|---|---|
| Nothing shows up after scanning | Customer not enrolled | They haven't joined your card yet — share your enrollment link or QR code so they can add it, then scan again |
| Scan opens the wrong customer or program | Wrong card | Check which of your cards you're scanning against before you start |
| Add, deduct, or redeem option is missing | Permission missing | That staff member's role doesn't include the permission for that action — an owner or Branch Manager can update their role |
| Scanner won't open | Camera blocked | The browser doesn't have camera access — check the site's permissions, allow the camera, and reload, or switch to phone-number lookup |
| Phone lookup finds nobody | Number mismatch | Confirm you're searching the number the customer enrolled with, or scan their card's QR code instead |
Next steps
Frequently asked questions
A staff member can see the Scan tab but can't add points. Why?
They likely have general access without the add_points permission. An owner or Branch Manager can update their role in staff roles and permissions.
The customer says they added the card, but scanning finds nothing. What now?
Ask them to open their wallet app and confirm the card is still there — a card removed from the wallet won't scan. If it is there, try phone-number lookup instead.