QR code not scanning — what to check

Overview

Your QR code is the primary way customers save your pass. If it is not scanning reliably there is almost always a simple fix. Work through the checks below and you should be back up and running in a few minutes.

Things to check

Print quality is too low If your printed flyer is blurry, pixelated, or too dark some phone cameras will struggle to read it. Download a fresh high-resolution version from Your pass, then Branding, then the Print QR code tab and reprint.

Glare or poor lighting Glossy paper or bright light reflecting off your sign can interfere with scanning. Move your flyer to a spot with even lighting and away from direct light sources.

QR code is too small For reliable scanning your QR code should be printed at a minimum of 2.5cm x 2.5cm. If it is on a window or wall display where customers scan from further away, print it larger.

Screen brightness is too low If you are using the Digital QR display on a tablet or screen, make sure brightness is turned up fully and the screen is clean and free of smudges.

The QR code is inactive Test it yourself by scanning it with your own phone. It should take you directly to your pass join page. If it does not, go to Your pass, then Branding and download a fresh QR code.

Always test your QR code on both an iPhone and an Android device before putting it up in-store. What works on one sometimes does not work on the other if the display or print settings are off.

FAQs

Should I redownload my QR code if I update my branding? Your QR code itself does not change when you update your branding — it always points to the same join page. You only need to redownload if you want the updated flyer design.

Can I display both a printed and digital QR code in-store? Yes and it is a good idea. Having both means customers always have a way to scan even if one is not working.

What if none of these fixes work? Contact our support team and we will investigate. See Contacting Worthify support for how to reach us.

Next steps

Printing your counter flyer
Ways customers can join your pass
Customer didn't receive points — how to fix it