Troubleshooting and FAQ
Fixes for the most common problems with scanning, messages, cards and reports.
Scanning#
The camera does not open when I tap Scan#
The browser needs permission to use the camera. Open the browser's site settings for the Scanner App, allow the camera, and reload the page. Make sure you are not in a private or incognito window.
The card will not scan#
- Ask the customer to raise their screen brightness and hold still.
- Clean the camera lens and avoid glare.
- Use Search customers on the home screen to find the customer instead. See Find a customer.
I added the wrong number of stamps#
Check the customer's transactions in their profile in the Dashboard to see what was recorded, and speak to the owner or to Khetta about correcting it. To avoid this, glance at the counter before you tap Add Stamps.
The reward did not appear after the stamp#
Scan the card again. Rewards show up on the next scan after the stamp that earned them.
The scanner refuses to add more stamps#
The card may have a daily limit on stamps. The owner can check Limit the number of stamp accruals per day in the card settings.
Messages#
Why are customers not receiving my push messages?#
- The card is not installed. Only customers whose card status is Installed get messages. Check Customers and send the install link to those who are Not installed.
- Google Wallet. Google Wallet cards do not show pop-up notifications. The message is available in the Latest updates field of the card.
- Automatic Updates is off on iPhone. The customer needs to switch it back on for the card in Wallet.
- Notifications are off on an Android home screen card. See Notifications on the card.
- You are testing with a preview card. Preview cards do not receive messages. Install a real card on your phone.
How long should a message take?#
Usually 20 to 30 seconds. See Notifications on the card.
It says I need to connect an SMS or email provider#
SMS and email are sent through your own provider account. Connect one in Settings, Services. Push messages need no setup. See Services.
Cards and customers#
A customer says they signed up but have no card#
They probably stopped before the final Add button. Find them in Customers, copy their install link and send it again. See Find a customer.
A customer lost their phone#
They can restore the card with the same phone number. See Restore a lost or deleted card.
I cannot issue more than 10 cards from my card#
A draft card that has not been activated can only issue a few cards. Click Activate on the card when it is final. See Cards.
Two customers have the same details#
You can make fields Unique in the card issuing form, so the same phone number or email cannot be used twice. See Creating a card.
Reports#
My revenue shows zero#
Revenue is calculated from the purchase amounts cashiers enter in the Scanner App. Turn on Purchase amount is required in Scanner App in the card's Settings step, so cashiers must enter it. See Creating a card.
The numbers look different from my till#
The program only knows about purchases recorded through the Scanner App. Sales without a scan are not counted.
Logging in#
I forgot my password#
If the login page offers a way to reset your password, use it. Otherwise, ask Khetta. A cashier who has forgotten their password should ask the owner, who can edit the cashier's account in Managers. See Add a cashier.
I cannot add another manager#
The number of manager accounts depends on your plan. Ask Khetta about upgrading. See Your plan.
Still stuck?#
See Getting help.