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, give staff your six-character code, which does not rotate and can be typed in or searched.
Cameras fail in cafes more often than anyone plans for. There are three fallbacks and they all work.
The quick fixes
Unlock the phone. Brightness up. Open the live code rather than a saved image.
The short code
Six characters, printed next to your QR, and it does not rotate. Read it out and staff can type it.
Manual lookup
Staff can search for you and must confirm it is the right person before anything happens. Selecting a search result never earns or redeems on its own.
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 your short code, and you can refresh the pass from Fidella's wallet page 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.