QR scanning and camera problems
You join the app by scanning your organization’s QR code. If the scanner won’t open or doesn’t recognize the code, here’s what each message means and how to fix it.
“Camera Access Denied”
Section titled ““Camera Access Denied””If you see Camera Access Denied with the message asking you to allow camera access, your browser is blocking the camera.
What to do:
- Open your browser’s site settings and allow camera access for this site.
- Return to the app and tap Try Again.
- Still stuck? Use your phone’s own camera app to scan the QR code directly. It opens the same link.
“QR code recognized but organization not found”
Section titled ““QR code recognized but organization not found””If the scanner shows a Scanner Error screen with the message QR code recognized but organization not found. Please check with your administrator., the code scanned correctly but doesn’t match an organization the app can find.
What to do: tap Try Again to scan once more, and check with your administrator that you’re using the current, correct QR code for your organization. An old or wrong code can produce this message.
“Use Your Camera App” (unsupported browser)
Section titled ““Use Your Camera App” (unsupported browser)”If you see Use Your Camera App with a note that your browser doesn’t support in-app QR scanning, your browser can’t scan codes inside the app.
What to do:
- Use your phone’s built-in camera app to scan the QR code from your Hello Customer dashboard, then open the link it offers.
- On iPhone, open the link in Safari for the best experience.
“Unable to connect” or “Scanner Error”
Section titled ““Unable to connect” or “Scanner Error””If you see Unable to connect. Please try again. or a general Scanner Error, it’s usually a temporary network or camera glitch.
What to do: tap Try Again. If it persists, check your connection, or use your phone’s camera app to scan the code instead.