Something broken
Our scanner has stopped working
Fall back to the six-character code in the customer's Fidella app, which needs 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
Type in the six-character code shown in the customer’s Fidella app. It does not need the camera. There is no search by name or member ID at the counter, because a live code is how you know the customer is there.
Catching up later
If you could not record some visits, a site admin can add the stamps afterwards from Customer Care in your admin. The customers do not need to come back.
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. Type in the six-character code from the customer's Fidella app. It works without a camera.
Should we write stamps down and add them later?
That is your call. A site admin can add them later from Customer Care in your admin, so the customer does not need to come back. Fidella does not work them out for you.
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.
- Site adminSomeone who administers a venue: its rules, branding, offers and team.
Still stuck?
Send us the details and we will pick it up. The form opens with "Something broken" already selected.