Troubleshooting

Common QR check-in issues and quick solutions

Scanner Won't Read QR Code

Symptoms: Camera doesn't detect the QR code, no scan result appears

Solutions:

✓Clean the camera lens — smudges reduce accuracy
✓Increase badge QR code size — minimum 1" x 1" recommended
✓Use the flash toggle for dimly lit venues
✓Hold steady — 6-8 inches from the badge
✓Check badge condition — wrinkled or wet badges scan poorly
✓Try manual check-in by name search as fallback

"QR Code Not Recognized" Error

Symptoms: Scanner reads the code but shows a red error

Solutions:

✓QR code may be from a different event
✓The attendee's registration may have been cancelled
✓Verify the attendee is registered for this specific event
✓Ask the attendee to show their confirmation email
✓Use manual check-in by searching name or email

"Already Checked In" Message

Symptoms: Yellow/orange warning on scan

Solutions:

✓This is normal — means the attendee was already scanned
✓No duplicate record is created
✓Original check-in time is preserved
✓May have been scanned by another staff member or self-checked-in via app

Scanner Shows "Offline"

Symptoms: Orange offline indicator in the scanner

Solutions:

✓Keep scanning — offline mode works! Scans queue locally
✓Check Wi-Fi or cellular signal strength
✓Move to an area with better connectivity
✓Scans auto-sync when connection returns
✓Do NOT close the app — pending scans are stored safely
✓Manually trigger sync from the scanner screen if needed

Check-Ins Not in Analytics

Symptoms: Staff are scanning but dashboard shows no new data

Solutions:

✓Wait 60 seconds — analytics refresh every minute in live mode
✓Make sure "Live Mode" is selected (not Demo Mode)
✓Check if staff devices are offline with pending syncs
✓Hard refresh the page (Ctrl+Shift+R / Cmd+Shift+R)
✓Verify you're viewing the correct event's analytics

Attendee Lost Badge or QR Code

Symptoms: Attendee can't present a QR code for scanning

Solutions:

✓Ask attendee to open QR code in the webMOBI mobile app
✓Check their registration confirmation email
✓From Dashboard > Attendees, click "Resend QR Code"
✓Reprint badge at the on-site registration desk
✓As last resort, use manual check-in by name search

Badge Printing Issues

Symptoms: QR codes too small, blurry, or wrong attendee

Solutions:

✓Minimum QR size: 1" x 1" (2.5cm x 2.5cm)
✓Use high-resolution export (300 DPI minimum)
✓Use laser printer for sharper output than inkjet
✓Don't scale down QR images after generation
✓Re-export badge data if attendee list changed

Camera Permission Denied

Symptoms: Scanner shows "Camera access required" message

Solutions:

✓iOS: Settings > webMOBI Events > Camera > Allow
✓Android: Settings > Apps > webMOBI Events > Permissions > Camera > Allow
✓Restart the app after granting permission

Still Need Help?

If the issue persists, contact our support team. As a fallback, manual check-in by name search always works regardless of scanning issues.

Contact Support Back to QR Check-In Guide

Back to QR Check-In Guide

Troubleshooting

Common QR check-in issues and quick solutions

Scanner Won't Read QR Code

Symptoms: Camera doesn't detect the QR code, no scan result appears

Solutions:

✓Clean the camera lens — smudges reduce accuracy
✓Increase badge QR code size — minimum 1" x 1" recommended
✓Use the flash toggle for dimly lit venues
✓Hold steady — 6-8 inches from the badge
✓Check badge condition — wrinkled or wet badges scan poorly
✓Try manual check-in by name search as fallback

"QR Code Not Recognized" Error

Symptoms: Scanner reads the code but shows a red error

Solutions:

✓QR code may be from a different event
✓The attendee's registration may have been cancelled
✓Verify the attendee is registered for this specific event
✓Ask the attendee to show their confirmation email
✓Use manual check-in by searching name or email

"Already Checked In" Message

Symptoms: Yellow/orange warning on scan

Solutions:

✓This is normal — means the attendee was already scanned
✓No duplicate record is created
✓Original check-in time is preserved
✓May have been scanned by another staff member or self-checked-in via app

Scanner Shows "Offline"

Symptoms: Orange offline indicator in the scanner

Solutions:

✓Keep scanning — offline mode works! Scans queue locally
✓Check Wi-Fi or cellular signal strength
✓Move to an area with better connectivity
✓Scans auto-sync when connection returns
✓Do NOT close the app — pending scans are stored safely
✓Manually trigger sync from the scanner screen if needed

Check-Ins Not in Analytics

Symptoms: Staff are scanning but dashboard shows no new data

Solutions:

✓Wait 60 seconds — analytics refresh every minute in live mode
✓Make sure "Live Mode" is selected (not Demo Mode)
✓Check if staff devices are offline with pending syncs
✓Hard refresh the page (Ctrl+Shift+R / Cmd+Shift+R)
✓Verify you're viewing the correct event's analytics

Attendee Lost Badge or QR Code

Symptoms: Attendee can't present a QR code for scanning

Solutions:

✓Ask attendee to open QR code in the webMOBI mobile app
✓Check their registration confirmation email
✓From Dashboard > Attendees, click "Resend QR Code"
✓Reprint badge at the on-site registration desk
✓As last resort, use manual check-in by name search

Badge Printing Issues

Symptoms: QR codes too small, blurry, or wrong attendee

Solutions:

✓Minimum QR size: 1" x 1" (2.5cm x 2.5cm)
✓Use high-resolution export (300 DPI minimum)
✓Use laser printer for sharper output than inkjet
✓Don't scale down QR images after generation
✓Re-export badge data if attendee list changed

Camera Permission Denied

Symptoms: Scanner shows "Camera access required" message

Solutions:

✓iOS: Settings > webMOBI Events > Camera > Allow
✓Android: Settings > Apps > webMOBI Events > Permissions > Camera > Allow
✓Restart the app after granting permission

Still Need Help?

If the issue persists, contact our support team. As a fallback, manual check-in by name search always works regardless of scanning issues.

Contact Support Back to QR Check-In Guide