Something broken
Our scanner has stopped working
Fall back to the customer's six-character code or a manual search, which need no camera at all. Then check the obvious causes: camera permission, a locked customer screen, or a lost connection. Do not tell a customer a scan worked when it did not.
The fallbacks exist so a broken camera never stops the queue.
Keep serving
Six-character code, or search by member ID or name with an explicit confirmation. Neither needs the camera.
Then diagnose
Camera permission for the browser, the customer’s screen brightness and lock state, and your own connection.
Report it with detail
Which device, which browser, what the screen said, and roughly when. A report that can be reproduced gets fixed.
Common questions
Can we keep serving?
Yes. Manual lookup by six-character code or name works without a camera.
Should we write stamps down and add them later?
That is your call, and note that adding them later is a manual decision you are making rather than something Fidella reconstructs.
Related terms
- ScanA staff member identifying a customer, opening a bounded session of actions.
- Six-character codeA short text code that identifies a customer when a camera will not cooperate.
- Scan sessionThe bounded window after a scan in which staff can act on a customer's account.
- StaffA team member who can scan customers and perform counter actions.
Still stuck?
Send us the details and we will pick it up. The form opens with "Something broken" already selected.