Something broken
The scanner will not read my code
Unlock your phone and turn the brightness up, then open the code fresh rather than showing a screenshot. If it still will not read, open Fidella and read out the six-character code under your QR code. Staff can type it in.
Cameras fail in cafes more often than anyone plans for. There are two fallbacks and they both work.
The quick fixes
Unlock the phone. Brightness up. Open the live code rather than a saved image.
The short code
Six characters, shown under your QR code in the Fidella app. It changes regularly, so read it from the live screen rather than a saved one. Read it out and staff can type it.
If nothing works
Staff cannot look you up by name or member ID at the counter, because a live code is how they know you are there. If your visit could not be recorded, the venue can add the stamp afterwards, and you get a notification when they do.
Common questions
Why does my screenshot not work?
The pass barcode rotates. A screenshot freezes it at one moment and the live value has moved on.
Staff said my pass token was stale.
That means the pass copy on your phone is behind. Staff should recover with the short code from your Fidella app, and you can refresh the pass from Fidella's wallet page afterwards.
Can staff find me by my member ID instead?
Not at the counter. A code from your open app is how staff know you are really there. If your visit could not be recorded, the venue can add the stamp afterwards.
Related terms
- Six-character codeA short text code that identifies a customer when a camera will not cooperate.
- Rotating barcodeA wallet pass code whose value changes on a timer, so screenshots stop working.
- Universal customer QRThe one code that identifies a customer at any venue, resolving their whole wallet.
- ScanA staff member identifying a customer, opening a bounded session of actions.
Still stuck?
Send us the details and we will pick it up. The form opens with "Something broken" already selected.