# 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.

Source: https://fidella.app/help/customers/the-scanner-will-not-read-my-code
Last reviewed: 2026-08-30

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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.